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Cursor IDE support hallucinates lockout policy, causes user cancellations

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Re: Cursor IDE support hallucinates lockout policy, causes user cancellations

#391

Post by hexo »

VenturingVole wrote: post #274
zdragnar wrote: post #222

Earlier quoted context omitted.

Investors seem to be starved for novelty right now. Web 2.0 is a given, web 3.0 is old, crypto has lost the shine, all that's left to jump on at the moment is AI. Apple fumbled a bit with Siri, and I'm guessing they're not too keen to keep chasing everyone else, since outside of limited applications it turns out half baked at best. Sadly, unless something shinier comes along soon, we're going to have to accept that e…

"all that's left to jump on at the moment is AI" -> No, it's the effective applications of AI. It's unprecedented. I was in the VC space for a while previously, most pitch decks claimed to be using AI: But doing even the briefest of DD - it was generally BS. Now it's real. With respect to everything being awful: One might say that's always been the case. However, now there's a chance (and requirement) to build in pla…

> it was generally BS. Now it's real.

Yes. Finally! Now it's real BS. I wouldn't touch it with 8 meter pole.

Re: Cursor IDE support hallucinates lockout policy, causes user cancellations

#392

Post by devmor »

saintfire wrote: post #247
cryptoegorophy wrote: post #180

Earlier quoted context omitted.

I think that’s why Apple is very slow at rolling out AI if it ever actually will. Downside is way too big than the upside.

You say slowly, but in my opinion Apple made an out of character misstep by releasing a terrible UX to everyone. Apple intelligence is a running joke now. Yes they didn't push it as hard as, say, copilot. I still think they got in way too deep way too fast.

This is not the first time that Apple has released a terrible UX that very few users liked, and it certainly wont be the last.

I don’t necessarily agree with the post you’re responding to, but what I will give Apple credit for is making their AI offering unobtrusive.

I tried it, found it unwanted and promptly shut it off. I have not had to think about it again.

Contrast that with Microsoft Windows, or Google - both shoehorning their AI offering into as many facets of their products as possible, not only forcing their use, but in most cases actively degrading the functionality of the product in favor of this required AI functionality.

Re: Cursor IDE support hallucinates lockout policy, causes user cancellations

#393

Post by jstummbillig »

Snakes3727 wrote: post #333
mntruell wrote: post #307

Earlier quoted context omitted.

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.

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?

Basic and cheap? Maybe this attitude towards support work is why.

Re: Cursor IDE support hallucinates lockout policy, causes user cancellations

#394

Post by int_19h »

MiddleEndian wrote: post #253
int_19h wrote: post #237

Earlier quoted context omitted.

I personally don't have a problem with that either, but as far as legalities go, EULAs are legally binding in US.

Have EULAs been tested in court? For distribution licenses, I would assume they have. Can't put GPL software in your closed source code, can't just download Photoshop and copy it and give it out, etc. And that makes sense and you have some reasonable path to damage/penalties (GPL → your software is now open source, Photoshop → fines or whatever) But if you download some free piece of software and use it with some oth…

Yes, there were some cases that confirmed the validity of "clickwrap", unfortunately: https://www.elgaronline.com/edcollchap/edcoll/9781783479917/...

I don't know what the hypothetical penalty would be for mere use contrary to EULA, though. It would be breach of contract, and presumably the court would determine actual damages, but I don't know what cost basis there would be if the software in question was distributed freely. However, fine or no fine, I would expect the court to order the defendant to cease using software in violation of EULA, and at that point further use would be contempt of court, no?

Re: Cursor IDE support hallucinates lockout policy, causes user cancellations

#395

Post by charlietango592 »

SCdF wrote: post #380
mntruell wrote: post #272

(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 r…

> * 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. I…

Not trying to defend them, but I think it’s a problem of scaling up. The user base grew very quickly and keeping up with the support inquiries must be a tough job. Therefore the first like of defense is AI support replies.

I agree with you, they should care.

Re: Cursor IDE support hallucinates lockout policy, causes user cancellations

#396

Post by raphman »

aarestad wrote: post #9
jimjimjim wrote: post #6

A few hallucinations. It's right more times than it's wrong. Humans make mistakes as well. Cosmic justice.

Yes, but humans can be held accountable.

I'd argue that humans also more easily learn from huge mistakes. Typically, we need only one training sample to avoid a whole class of errors in the future (also because we are being held accountable).

Re: Cursor IDE support hallucinates lockout policy, causes user cancellations

#397

Post by johnisgood »

devmor wrote: post #392
saintfire wrote: post #247

Earlier quoted context omitted.

You say slowly, but in my opinion Apple made an out of character misstep by releasing a terrible UX to everyone. Apple intelligence is a running joke now. Yes they didn't push it as hard as, say, copilot. I still think they got in way too deep way too fast.

This is not the first time that Apple has released a terrible UX that very few users liked, and it certainly wont be the last. I don’t necessarily agree with the post you’re responding to, but what I will give Apple credit for is making their AI offering unobtrusive. I tried it, found it unwanted and promptly shut it off. I have not had to think about it again. Contrast that with Microsoft Windows, or Google - both s…

On Instagram, the search is now "powered by Meta AI". Cannot do anything about it.

Re: Cursor IDE support hallucinates lockout policy, causes user cancellations

#398

Post by PoignardAzur »

adenta wrote: post #286
mntruell wrote: post #272

(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 r…

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

Maybe wait more than an hour before implying the refunds were a lie all along.

Re: Cursor IDE support hallucinates lockout policy, causes user cancellations

#399

Post by PoignardAzur »

AyyEye wrote: post #296
mntruell wrote: post #272

(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 r…

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 r…

> 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.

Re: Cursor IDE support hallucinates lockout policy, causes user cancellations

#400

Post by lynguist »

nerdjon wrote: post #63

There is a certain amount of irony that people try really hard to say that hallucinations are not a big problem anymore and then a company that would benefit from that narrative gets directly hurt by it. Which of course they are going to try to brush it all away. Better than admitting that this problem very much still exists and isn’t going away anytime soon.

https://www.anthropic.com/research/tracing-thoughts-language...

The section about hallucinations is deeply relevant.

Namely, Claude sometimes provides a plausible but incorrect chain-of-thought reasoning when its “true” computational path isn’t available. The model genuinely believes it’s giving a correct reasoning chain, but the interpretability microscope reveals it is constructing symbolic arguments backward from a conclusion.

https://en.wikipedia.org/wiki/On_Bullshit

This empirically confirms the “theory of bullshit” as a category distinct from lying. It suggests that “truth” emerges secondarily to symbolic coherence and plausibility.

This means knowledge itself is fundamentally symbolic-social, not merely correspondence to external fact.

Knowledge emerges from symbolic coherence, linguistic agreement, and social plausibility rather than purely from logical coherence or factual correctness.

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