Here's what this sounds like to me:
[email protected]
and[email protected]
do not reach the same person. This is a problem. When a user sends email togeorge
, they expect to reach the one true George, not some kind of fake George.
It is not helpful to declare that a system is defective just because it doesn't work in way that a new user initially guessed that it does. Their first guess was incorrect! That's okay! It's okay for new users to make mistakes and learn!
There's no getting around that new users have to learn how to use the service. That takes time and experimentation. It also takes patience, both on the part of the new user and on the part of more experienced users.
Sure, there can be additional signposts and help. But it's really unhelpful to just declare that the system is wrong and the new user's first guess must be right.