7 ms·

(Cursor cofounder) Apologies - something very clearly went wrong here. We’ve already begun investigating, and some very early results: * Any AI responses used

(Cursor cofounder) Apologies - something very clearly went wrong here. We’ve already begun investigating, and some very early results: * Any AI responses used for email support are now clearly labeled as such. We use AI-assisted responses as the first filter for email support. * We’ve made sure this user is completely refunded - least we can do for the trouble. For context, this user’s complaint was the result of a race condition that appears on very slow internet connections. The race leads to a bunch of unneeded sessions being created which crowds out the real sessions. We’ve rolled out a fix. Appreciate all the feedback. Will help improve the experience for future users.

adenta 1y ago
You’ve promised a ton of people refunds that never got them. Others in this thread, and myself included Edit: he did refund 22 mins after seeing this
- krzat 1y ago
  you didn't get a refund because the promise of refund was also hallucinated.
  - gblargg 1y ago
    It's AIs all the way down.
- makingstuffs 1y ago
  Yeah I got asked for feedback and offered a refund when I cancelled. Never got any reply after. Guess it was AI slop
  - Tinkeringz 1y ago
    Also experienced this
  - einsteinx2 1y ago
    Same. And the sender’s email matches this cofounder’s username.
  - makingstuffs 1y ago
    The email I received in case anyone is wondering: Hi <makingstuffs>, I'm Michael, the founder and CEO of Cursor. I noticed you recently canceled your subscription, and I wanted to check in. If we fell short for you, I want to learn why and make it right. First, if you'd like me to refund your account, please just reply to this email to let me know. I'd be happy to. Second, could you share a sentence or two on what you disliked about Cursor? Or perhaps a screenshot of where it performed poorly? This will help us improve the product for future users. I'd be very grateful to understand your candid thoughts. I'm listening and eager to fix our experience for you. Wishing you the best in any case! Best, Michael And my reply which I never got a response to: Hi Michael, Thanks for reaching out. I have honestly found that recent updates to the app have been extremely detrimental to the DX and productivity. A couple big issues I have found: 1. Removing the floating component window and providing no way to get it back. As a dev who is often travelling and working from a laptop screen I found the floating window to be extremely handy and its removal essentially meant I just do not use the composer anymore. 2. Constantly overriding VSCode native shortcuts. This is the most detrimental thing I have experienced, personally. Shortcuts are crucial to productivity and are engrained in muscle memory over years. Overriding them is essentially removing years of learned behaviour (things like cmd + shift + l) 3. The floating completion windows. These often end up overlapping my code code and break my flow. I have to press escape to close it and the whole experience is just jarring 4. Making the cursor dance around the screen when suggesting completions. I get that completions can sometimes be handy but moving my cursor when I am in the flow just makes me rethink what I am doing so that I can read a guess as to what I want which is often incorrect. 5. Poor suggestions. In the past month (maybe two?) I have noticed the quality of prompts is not up to par. I often find that Cursor will do weird things like import `jest.Mock` in my unit tests when I have not used jest in any repo which I have been actively maintaining since using cursor. As for the refund I will leave that decision for you. I knew I was entering beta software when I ordered accepted the terms so I wouldn't be annoyed as such. Though, saying that, I do find myself using cursor a lot less now and am going to most likely shift back to plain VSCode as a result of the above. If I think of anything else I will let you know. Thanks, Love, Peace and Happiness, <makingstuffs>
- PoignardAzur 1y ago
  Maybe wait more than an hour before implying the refunds were a lie all along.
  - einsteinx2 1y ago
    I waited since March 13 and still nothing. They do this to many many people it seems.
  - adenta 1y ago
    I tried cursor a couple months ago, and got the same “do you want a refund” email as others, that got a “sure” reply from me. Idk. It’s just growing pains. Companies that grow quickly have problems. Imma keep using https://cline.bot https://cline.bot and Claude 3.7.
Snakes3727 1y ago
I do truely love how you guys even went so far to hide and lock the post from Reddit. This person is not the only one to experiencing this bug. As this thread has pointed out.
- KennyBlanken 1y ago
  I wish more people realized that virtually any subreddit for a company or product is run by the company - either directly or via a firm that specializes in 'sentiment analysis and management' or whatever the marketdroids call it these days. Even if they don't remove posts via moderation, they'll just hammer it with downvotes from sockpuppet accounts. HN goes a step further. It has a function that allows moderators to kill or boost a post by subtracting or adding a large amount to the post's score. HN is primarily a place for Y Combinator to hype their latest venture, and a "safe" place for other startups and tech companies.
  - Snakes3727 1y ago
    Yes and it irritates the hell out of me. Cursor support is garbage, but issues with billing and other things are so much worse. The team I work with it took nearly 3 months to get basic questions answered correctly when it came to a sales contract. They never gave our Sec team acceptable answers around privacy and security.
  - thinkingemote 1y ago
    I've always wondered how Reddit can make money from these companies. I agree they are literally everywhere, even in non-company specific but generic subreddits where if it's big enough you might have multiple shadow marketing firms competing to push their products (e.g. AI, movies, food, porn etc). Reddit is free to play for marketing firms. Perhaps they could add extra statistics, analytics, promotions for these commercial users.
- petesergeant 1y ago
  I dunno, that seems pretty reasonable to me simply for stopping the spread of misinformation. The main story will absolutely get written up by some smaller news sources, but is it really a benefit for someone facing a similar issue in the future to find an outdated and probably confusing Reddit post about it?
AyyEye 1y ago
Why would anyone trust you? The best case scenario is that you lied about having people answer support. LLMs pretending to be people (you named it Sam!) and not labeled as such is clearly intended to be deceptive. Then you tried to control the narrative on reddit. So forgive me if I hit that big red DOUBT button. Even in your post you call it "AI-assisted responses" which is as weaselly as it gets. Was it a chatbot response or was a human involved? But 'a chatbot messed up' doesn't explain how users got locked out in the first place. EDIT: I see your comment about the race condition now. Plausible but questionable. So the other possible scenario is that you tried to hose your paying customers then when you saw the blowback blamed it on a bot. 'We missed the mark' is such a trope non-apology. Write a better one. I had originally ended this post with "get real" but your company's entire goal is to replace the real with the simulated so I guess "you get what you had coming". Maybe let your chatbots write more crap code that your fake software engineers push to paying customers that then get ignored and/or lied to when they ask your chatbots for help. Or just lie to everyone when you see blowback. Whatever. Not my problem yet because I can write code well enough that I'm embarrassed for my entire industry whenever I see the output from tools like yours. This whole "AI" psyop is morally bankrupt and the world would be better off without it.
- PoignardAzur 1y ago
  > The best case scenario is that you lied about having people answer support. LLMs pretending to be people (you named it Sam!) and not labeled as such is clearly intended to be deceptive. Also, illegal in the EU.
- jackaroe420 1y ago
  I don't know who you are but you said this so well!
homefree 1y ago
Thank for the details and replying here! Don’t let the dickish replies get to you.
ph4evers 1y ago
Keep going! I love Cursor. Don’t let the haters get to you
hakaneskici 1y ago
Hi Michael, Slightly related to this; I just wanted to ask whether all Cursor email inboxes are gated by AI agents? I've tried to contact Cursor via email a few times in the past, but haven't even received an AI response :) Cheers!
- mntruell 1y ago
  Not all of them (e.g. security@)! But our support system currently is. We are standing up a much bigger team here but are behind where we should be.
  - make3 1y ago
    filtering (besides spam) and answering emails is a place where AI agents shouldn't be imho
  - Snakes3727 1y ago
    Can you please explain why something as basic as getting support needs to go through an AI? Are you truely that cheap? Is this why it took you guys 3 months to get a basic contract back to us?
    - carstenhag 1y ago
      Good human support is expensive. You need support agents and people that educate and manage those. It's not easy to scale up and down usually. People also hate waiting times. AI fixes most of that... Most of the time? Clearly not, but hey.
      - EdwardDiego 1y ago
        > Good human support is expensive. And bad AI support is also proving to be expensive.
      - eviks 1y ago
        AI doesn't fix any of that because it's not good. For example, you can easily reduce waiting times to 0 with human support by replying "can't help" to every request. So unless you have good AI support, the fact that it can reduce waiting time is not an improvement. Same with scaling- what's hard is scaling good quality, not just scaling, so without good AI you've again gained nothing
make3 1y ago
Support emails shouldn't be AI. It's just so annoying. Put a human in the loop at least. This is a paying service, not a massive ad supported thing.
jacobsenscott 1y ago
[flagged]
eranation 1y ago
Side note... I'm a paying enterprise customer who moved all my team to cursor and have to say I'm considering canceling due to the non existent support. For example Cursor will create new files instead of edit an existing one when you have a workspace with multiple folders in a monorepo...
- geuis 1y ago
  Why in all of hades would you force your entire eng org to only use one LLM provider. It's incredibly easy to run this stuff locally on 4+ year old hardware. Why is this even something you're spending company money on? Investor funds?
  - mosdl 1y ago
    It's weirdly common at young startups. Interviewed at two places in the past few weeks where cursor was required. Funnily enough the reason for hiring was because they needed people to fix things ...
geuis 1y ago
Or you could hire real people to actually answer real customer issues. Just an idea.
mrheosuper 1y ago
Does your codebase use LLM ?
SCdF 1y ago
> * Any AI responses used for email support are now clearly labeled as such. We use AI-assisted responses as the first filter for email support. Don't use AI. Actually care. Like, take a step back, and realise you should give a shit about support for a paid product. Don't get me wrong: AI is a very effective tool, *for doing things you don't care about*. I had to do a random docker compose change the the other day. It's not production code, it will be very obvious whether or not AI output works, and I very rarely touch docker and don't care to become a super expert in it. So I prompted the change, and it was good enough and so I ran with it. You using AI for support tells me that you don't care about support. Which tells me whether or not I should be your customer.
- mindwok 1y ago
  They’re like a team of 10 people with thousands, if not hundreds of thousands of users. “Actually care” is not a viable path to success here.
  - hiatus 1y ago
    They raised $60 million—they can't afford to build out support a bit?
  - Draiken 1y ago
    Then hire support. They are selling a service and getting lots of money for it. They should be able to support like any other company.
  - EdwardDiego 1y ago
    Yes it is.
  - UncleMeat 1y ago
    "It is hard to make a good product so instead we'll make a crap product that treats our employees like shit" is not really an excuse in my mind.
  - Loughla 1y ago
    Why do tech companies get a hand-wavy pass for basic customer service just because they're really big now? In what way is tech special compared to literally anything else? If you can't sustain a business, it shouldn't exist?
ach9l 1y ago
so the actual implementation of the code to log people off was also hallucination? the enforcement too? all the way to a production environment? is this safe, or just a virtual scape goat?
- Ukv 1y ago
  To my understanding there weren't really distinct "implementation of the code to log people off" and "enforcement" - just a bug where previous sessions were being expired when a new one was created. That an LLM then invented a reason when asked by users why they're being logged out isn't that surprising. While not impossible, I don't think there's currently indication that they intended to change policy and are just blaming it on a hallucination as a scape goat.
dspillett 1y ago
> Any AI responses used for email support are now clearly labeled as such. Because we all know how well people pay attention to such clear labels, even seasoned devs not just “end users”⁰. Also, deleting public view of the issue (locking & hiding the reddit thread) tells me a lot about how much I should trust the company and its products, and as such I will continue to not use them. -------- [0] though here there the end users are devs
nkrisc 1y ago
> Any AI responses used for email support are now clearly labeled as such. We use AI-assisted responses as the first filter for email support. And what’s a customer supposed to do with that information? Know that they can’t trust it? What’s the point then?
kklt92 1y ago
[flagged]
PUSH_AX 1y ago
It's a real shame that your team deletes threads like this in instances where they have control (eg they are mods on the subreddit). Part of me wonders if you had a magic wand would you have just deleted this too, but you're forced to chime in now because you don't.
hartator 1y ago
> For context, this user’s complaint was the result of a race condition that appears on very slow internet connections. Seems like you are still blaming the user for his “very slow internet”. How do you know the user internet was slow? Couldn’t a race condition like this exist anyway with regular 2 fast internet connections competing for the same sessions? Something doesn’t add up.
- mritchie712 1y ago
  huh? this is a completely reasonable and seemingly quite transparent explaination. if you want a conspiracy, there are better places to look.
  - ben0x539 1y ago
    When admitting fault with your a PR hat on after pissing off a decent(?) number of your paying customers, you're supposed to fully fall on your own sword, not assign blame to factors outside of your control. Instead of saying "race condition that appears on very slow internet connections", you might say "race condition caused by real-world network latencies that our in-office testing didn't reveal" or some shit.
    - otterley 1y ago
      I understood what he meant. He just elided the words "in our code."
  - hartator 1y ago
    I don't think you are being transparent. Like it all sounds like a business decision (limiting 1 device to 1 sub) which is actually that was confirmed both by the actual tech limitation (logging out users from their other devices) and your own support. Blaming the AI, then the user connection, and then some odd race conditions seem unnecessary. You can just say it was a bad business decision, roll it back, and go on with your day. Instead of treating multiple paying users badly.
redbell 1y ago
> Any AI responses used for email support are now clearly labeled as such Also, from the first comment in the post: > Unfortunately, this is an incorrect response from a front-line AI support bot. Well, this actually hurts.. a lot! I believe one of the key pillars of making a great company is customer support, which represents the soul or the human part of the company.
slotrans 1y ago
> We use AI-assisted responses as the first filter for email support. Literally no one wants this. The entire purpose of contacting support is to get help from a human.
- fragmede 1y ago
  Sorta? I mean I want my problem fixed, regardless of it it's a person or not. Having a person listen to me complain about my problems might sooth my conscience, but I can't pay my bill or why was it so high; having those answered by a system that is contextualized to my problem sand is empowered to fix it, and not just a talking to a brick wall? I wouldn't say totally fine, but at the end of the day, if my problem is solved or my query, even if it's weird, I can't say I really needed for the voice on the other end of the pHone to come from a human. If a companies business model isn't sustainable without using AI agents, it's not really my problem that it's not, but also if I'm using their product, presumably I don't want that to go away.
  - conartist6 1y ago
    Isn't the real scary thing here that the AI agent is empowered to control your life? You're imagining that if you get the answer you want from the AI you hang up the phone, and if you don't you're imagining a human will pick up and have the political power and will to overrule the AI. I think it's more realistic is the way things have played out here: nobody took or had any responsibility because "they made the AI responsible" and second-guessing that choice isn't second-guessing the AI, it's second-guessing the human leaders who decreed that human support had no value. This with the result that the humans would let the AI go about as far as setting fire to the building before some kind of human element imbued with any real accountability steps in. The evidence of this is all the ignored requests presented here.
nextaccountic 1y ago
Why did you remove this thread? https://old.reddit.com/r/cursor/comments/1jyy5am/psa_cursor_now_restricts_logins_to_a_single/ https://old.reddit.com/r/cursor/comments/1jyy5am/psa_cursor_... (For reference, here it is in reveddit https://www.reveddit.com/v/cursor/comments/1jyy5am/psa_cursor_now_restricts_logins_to_a_single/ https://www.reveddit.com/v/cursor/comments/1jyy5am/psa_curso... - text from post was unfortunately not saved) It's already locked and with a stickied comment from a dev clarifying what happened Did you remove it so people can't find about this screwup when searching Google? Anyway, if you acknowledge it was a mistake to remove the thread, could you please un-remove it?
- PrayagS 1y ago
  The whole subreddit is moderated poorly. I’ve seen plenty of users post on r/LocalLlama about how something negative or constructive they said on the Cursor sub was just removed.
Azeralthefallen 1y ago
Hi since i know you will never respond to this or hear this. We spent almost 2 months fighting with you guys about basic questions any B2B SaaS should be able to answer us. Things such as invoicing, contracts, and security policies. This was for a low 6 figure MRR deal. When your sales rep responds "I don't know" or "I will need to get back to you" for weeks about basic questions it left us with a massive disappointment. Please do better, however we have moved to Copilot.
SpanishBrowne 1y ago
cofounder or another bot stringing letters together?

adenta 1y ago

You’ve promised a ton of people refunds that never got them. Others in this thread, and myself included Edit: he did refund 22 mins after seeing this

krzat 1y ago
you didn't get a refund because the promise of refund was also hallucinated.
- gblargg 1y ago
  It's AIs all the way down.
makingstuffs 1y ago
Yeah I got asked for feedback and offered a refund when I cancelled. Never got any reply after. Guess it was AI slop
- Tinkeringz 1y ago
  Also experienced this
- einsteinx2 1y ago
  Same. And the sender’s email matches this cofounder’s username.
- makingstuffs 1y ago
  The email I received in case anyone is wondering: Hi <makingstuffs>, I'm Michael, the founder and CEO of Cursor. I noticed you recently canceled your subscription, and I wanted to check in. If we fell short for you, I want to learn why and make it right. First, if you'd like me to refund your account, please just reply to this email to let me know. I'd be happy to. Second, could you share a sentence or two on what you disliked about Cursor? Or perhaps a screenshot of where it performed poorly? This will help us improve the product for future users. I'd be very grateful to understand your candid thoughts. I'm listening and eager to fix our experience for you. Wishing you the best in any case! Best, Michael And my reply which I never got a response to: Hi Michael, Thanks for reaching out. I have honestly found that recent updates to the app have been extremely detrimental to the DX and productivity. A couple big issues I have found: 1. Removing the floating component window and providing no way to get it back. As a dev who is often travelling and working from a laptop screen I found the floating window to be extremely handy and its removal essentially meant I just do not use the composer anymore. 2. Constantly overriding VSCode native shortcuts. This is the most detrimental thing I have experienced, personally. Shortcuts are crucial to productivity and are engrained in muscle memory over years. Overriding them is essentially removing years of learned behaviour (things like cmd + shift + l) 3. The floating completion windows. These often end up overlapping my code code and break my flow. I have to press escape to close it and the whole experience is just jarring 4. Making the cursor dance around the screen when suggesting completions. I get that completions can sometimes be handy but moving my cursor when I am in the flow just makes me rethink what I am doing so that I can read a guess as to what I want which is often incorrect. 5. Poor suggestions. In the past month (maybe two?) I have noticed the quality of prompts is not up to par. I often find that Cursor will do weird things like import `jest.Mock` in my unit tests when I have not used jest in any repo which I have been actively maintaining since using cursor. As for the refund I will leave that decision for you. I knew I was entering beta software when I ordered accepted the terms so I wouldn't be annoyed as such. Though, saying that, I do find myself using cursor a lot less now and am going to most likely shift back to plain VSCode as a result of the above. If I think of anything else I will let you know. Thanks, Love, Peace and Happiness, <makingstuffs>
PoignardAzur 1y ago
Maybe wait more than an hour before implying the refunds were a lie all along.
- einsteinx2 1y ago
  I waited since March 13 and still nothing. They do this to many many people it seems.
- adenta 1y ago
  I tried cursor a couple months ago, and got the same “do you want a refund” email as others, that got a “sure” reply from me. Idk. It’s just growing pains. Companies that grow quickly have problems. Imma keep using https://cline.bot https://cline.bot and Claude 3.7.

Snakes3727 1y ago

I do truely love how you guys even went so far to hide and lock the post from Reddit. This person is not the only one to experiencing this bug. As this thread has pointed out.

KennyBlanken 1y ago
I wish more people realized that virtually any subreddit for a company or product is run by the company - either directly or via a firm that specializes in 'sentiment analysis and management' or whatever the marketdroids call it these days. Even if they don't remove posts via moderation, they'll just hammer it with downvotes from sockpuppet accounts. HN goes a step further. It has a function that allows moderators to kill or boost a post by subtracting or adding a large amount to the post's score. HN is primarily a place for Y Combinator to hype their latest venture, and a "safe" place for other startups and tech companies.
- Snakes3727 1y ago
  Yes and it irritates the hell out of me. Cursor support is garbage, but issues with billing and other things are so much worse. The team I work with it took nearly 3 months to get basic questions answered correctly when it came to a sales contract. They never gave our Sec team acceptable answers around privacy and security.
- thinkingemote 1y ago
  I've always wondered how Reddit can make money from these companies. I agree they are literally everywhere, even in non-company specific but generic subreddits where if it's big enough you might have multiple shadow marketing firms competing to push their products (e.g. AI, movies, food, porn etc). Reddit is free to play for marketing firms. Perhaps they could add extra statistics, analytics, promotions for these commercial users.
petesergeant 1y ago
I dunno, that seems pretty reasonable to me simply for stopping the spread of misinformation. The main story will absolutely get written up by some smaller news sources, but is it really a benefit for someone facing a similar issue in the future to find an outdated and probably confusing Reddit post about it?

AyyEye 1y ago

Why would anyone trust you? The best case scenario is that you lied about having people answer support. LLMs pretending to be people (you named it Sam!) and not labeled as such is clearly intended to be deceptive. Then you tried to control the narrative on reddit. So forgive me if I hit that big red DOUBT button. Even in your post you call it "AI-assisted responses" which is as weaselly as it gets. Was it a chatbot response or was a human involved? But 'a chatbot messed up' doesn't explain how users got locked out in the first place. EDIT: I see your comment about the race condition now. Plausible but questionable. So the other possible scenario is that you tried to hose your paying customers then when you saw the blowback blamed it on a bot. 'We missed the mark' is such a trope non-apology. Write a better one. I had originally ended this post with "get real" but your company's entire goal is to replace the real with the simulated so I guess "you get what you had coming". Maybe let your chatbots write more crap code that your fake software engineers push to paying customers that then get ignored and/or lied to when they ask your chatbots for help. Or just lie to everyone when you see blowback. Whatever. Not my problem yet because I can write code well enough that I'm embarrassed for my entire industry whenever I see the output from tools like yours. This whole "AI" psyop is morally bankrupt and the world would be better off without it.

PoignardAzur 1y ago
> The best case scenario is that you lied about having people answer support. LLMs pretending to be people (you named it Sam!) and not labeled as such is clearly intended to be deceptive. Also, illegal in the EU.
jackaroe420 1y ago
I don't know who you are but you said this so well!

homefree 1y ago

Thank for the details and replying here! Don’t let the dickish replies get to you.

ph4evers 1y ago

Keep going! I love Cursor. Don’t let the haters get to you

hakaneskici 1y ago

Hi Michael, Slightly related to this; I just wanted to ask whether all Cursor email inboxes are gated by AI agents? I've tried to contact Cursor via email a few times in the past, but haven't even received an AI response :) Cheers!

mntruell 1y ago
Not all of them (e.g. security@)! But our support system currently is. We are standing up a much bigger team here but are behind where we should be.
- make3 1y ago
  filtering (besides spam) and answering emails is a place where AI agents shouldn't be imho
- Snakes3727 1y ago
  Can you please explain why something as basic as getting support needs to go through an AI? Are you truely that cheap? Is this why it took you guys 3 months to get a basic contract back to us?
  - carstenhag 1y ago
    Good human support is expensive. You need support agents and people that educate and manage those. It's not easy to scale up and down usually. People also hate waiting times. AI fixes most of that... Most of the time? Clearly not, but hey.
    - EdwardDiego 1y ago
      > Good human support is expensive. And bad AI support is also proving to be expensive.
    - eviks 1y ago
      AI doesn't fix any of that because it's not good. For example, you can easily reduce waiting times to 0 with human support by replying "can't help" to every request. So unless you have good AI support, the fact that it can reduce waiting time is not an improvement. Same with scaling- what's hard is scaling good quality, not just scaling, so without good AI you've again gained nothing

make3 1y ago

Support emails shouldn't be AI. It's just so annoying. Put a human in the loop at least. This is a paying service, not a massive ad supported thing.

jacobsenscott 1y ago

[flagged]

eranation 1y ago

Side note... I'm a paying enterprise customer who moved all my team to cursor and have to say I'm considering canceling due to the non existent support. For example Cursor will create new files instead of edit an existing one when you have a workspace with multiple folders in a monorepo...

geuis 1y ago
Why in all of hades would you force your entire eng org to only use one LLM provider. It's incredibly easy to run this stuff locally on 4+ year old hardware. Why is this even something you're spending company money on? Investor funds?
- mosdl 1y ago
  It's weirdly common at young startups. Interviewed at two places in the past few weeks where cursor was required. Funnily enough the reason for hiring was because they needed people to fix things ...

geuis 1y ago

Or you could hire real people to actually answer real customer issues. Just an idea.

mrheosuper 1y ago

Does your codebase use LLM ?

SCdF 1y ago

> * Any AI responses used for email support are now clearly labeled as such. We use AI-assisted responses as the first filter for email support. Don't use AI. Actually care. Like, take a step back, and realise you should give a shit about support for a paid product. Don't get me wrong: AI is a very effective tool, *for doing things you don't care about*. I had to do a random docker compose change the the other day. It's not production code, it will be very obvious whether or not AI output works, and I very rarely touch docker and don't care to become a super expert in it. So I prompted the change, and it was good enough and so I ran with it. You using AI for support tells me that you don't care about support. Which tells me whether or not I should be your customer.

mindwok 1y ago
They’re like a team of 10 people with thousands, if not hundreds of thousands of users. “Actually care” is not a viable path to success here.
- hiatus 1y ago
  They raised $60 million—they can't afford to build out support a bit?
- Draiken 1y ago
  Then hire support. They are selling a service and getting lots of money for it. They should be able to support like any other company.
- EdwardDiego 1y ago
  Yes it is.
- UncleMeat 1y ago
  "It is hard to make a good product so instead we'll make a crap product that treats our employees like shit" is not really an excuse in my mind.
- Loughla 1y ago
  Why do tech companies get a hand-wavy pass for basic customer service just because they're really big now? In what way is tech special compared to literally anything else? If you can't sustain a business, it shouldn't exist?

ach9l 1y ago

so the actual implementation of the code to log people off was also hallucination? the enforcement too? all the way to a production environment? is this safe, or just a virtual scape goat?

Ukv 1y ago
To my understanding there weren't really distinct "implementation of the code to log people off" and "enforcement" - just a bug where previous sessions were being expired when a new one was created. That an LLM then invented a reason when asked by users why they're being logged out isn't that surprising. While not impossible, I don't think there's currently indication that they intended to change policy and are just blaming it on a hallucination as a scape goat.

dspillett 1y ago

> Any AI responses used for email support are now clearly labeled as such. Because we all know how well people pay attention to such clear labels, even seasoned devs not just “end users”⁰. Also, deleting public view of the issue (locking & hiding the reddit thread) tells me a lot about how much I should trust the company and its products, and as such I will continue to not use them. -------- [0] though here there the end users are devs

nkrisc 1y ago

> Any AI responses used for email support are now clearly labeled as such. We use AI-assisted responses as the first filter for email support. And what’s a customer supposed to do with that information? Know that they can’t trust it? What’s the point then?

kklt92 1y ago

[flagged]

PUSH_AX 1y ago

It's a real shame that your team deletes threads like this in instances where they have control (eg they are mods on the subreddit). Part of me wonders if you had a magic wand would you have just deleted this too, but you're forced to chime in now because you don't.

hartator 1y ago

> For context, this user’s complaint was the result of a race condition that appears on very slow internet connections. Seems like you are still blaming the user for his “very slow internet”. How do you know the user internet was slow? Couldn’t a race condition like this exist anyway with regular 2 fast internet connections competing for the same sessions? Something doesn’t add up.

mritchie712 1y ago
huh? this is a completely reasonable and seemingly quite transparent explaination. if you want a conspiracy, there are better places to look.
- ben0x539 1y ago
  When admitting fault with your a PR hat on after pissing off a decent(?) number of your paying customers, you're supposed to fully fall on your own sword, not assign blame to factors outside of your control. Instead of saying "race condition that appears on very slow internet connections", you might say "race condition caused by real-world network latencies that our in-office testing didn't reveal" or some shit.
  - otterley 1y ago
    I understood what he meant. He just elided the words "in our code."
- hartator 1y ago
  I don't think you are being transparent. Like it all sounds like a business decision (limiting 1 device to 1 sub) which is actually that was confirmed both by the actual tech limitation (logging out users from their other devices) and your own support. Blaming the AI, then the user connection, and then some odd race conditions seem unnecessary. You can just say it was a bad business decision, roll it back, and go on with your day. Instead of treating multiple paying users badly.

redbell 1y ago

> Any AI responses used for email support are now clearly labeled as such Also, from the first comment in the post: > Unfortunately, this is an incorrect response from a front-line AI support bot. Well, this actually hurts.. a lot! I believe one of the key pillars of making a great company is customer support, which represents the soul or the human part of the company.

slotrans 1y ago

> We use AI-assisted responses as the first filter for email support. Literally no one wants this. The entire purpose of contacting support is to get help from a human.

fragmede 1y ago
Sorta? I mean I want my problem fixed, regardless of it it's a person or not. Having a person listen to me complain about my problems might sooth my conscience, but I can't pay my bill or why was it so high; having those answered by a system that is contextualized to my problem sand is empowered to fix it, and not just a talking to a brick wall? I wouldn't say totally fine, but at the end of the day, if my problem is solved or my query, even if it's weird, I can't say I really needed for the voice on the other end of the pHone to come from a human. If a companies business model isn't sustainable without using AI agents, it's not really my problem that it's not, but also if I'm using their product, presumably I don't want that to go away.
- conartist6 1y ago
  Isn't the real scary thing here that the AI agent is empowered to control your life? You're imagining that if you get the answer you want from the AI you hang up the phone, and if you don't you're imagining a human will pick up and have the political power and will to overrule the AI. I think it's more realistic is the way things have played out here: nobody took or had any responsibility because "they made the AI responsible" and second-guessing that choice isn't second-guessing the AI, it's second-guessing the human leaders who decreed that human support had no value. This with the result that the humans would let the AI go about as far as setting fire to the building before some kind of human element imbued with any real accountability steps in. The evidence of this is all the ignored requests presented here.

nextaccountic 1y ago

Why did you remove this thread? https://old.reddit.com/r/cursor/comments/1jyy5am/psa_cursor_now_restricts_logins_to_a_single/ https://old.reddit.com/r/cursor/comments/1jyy5am/psa_cursor_... (For reference, here it is in reveddit https://www.reveddit.com/v/cursor/comments/1jyy5am/psa_cursor_now_restricts_logins_to_a_single/ https://www.reveddit.com/v/cursor/comments/1jyy5am/psa_curso... - text from post was unfortunately not saved) It's already locked and with a stickied comment from a dev clarifying what happened Did you remove it so people can't find about this screwup when searching Google? Anyway, if you acknowledge it was a mistake to remove the thread, could you please un-remove it?

PrayagS 1y ago
The whole subreddit is moderated poorly. I’ve seen plenty of users post on r/LocalLlama about how something negative or constructive they said on the Cursor sub was just removed.

Azeralthefallen 1y ago

Hi since i know you will never respond to this or hear this. We spent almost 2 months fighting with you guys about basic questions any B2B SaaS should be able to answer us. Things such as invoicing, contracts, and security policies. This was for a low 6 figure MRR deal. When your sales rep responds "I don't know" or "I will need to get back to you" for weeks about basic questions it left us with a massive disappointment. Please do better, however we have moved to Copilot.

SpanishBrowne 1y ago

cofounder or another bot stringing letters together?