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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

#481

Post by basisword »

throwawaysleep wrote: post #419
SCdF wrote: post #380

Earlier quoted context omitted.

> * 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…

The amount paid is still pretty trivial. I wouldn’t expect much human support for most SaaS products costing $20 a month.

If you are charging people money, they deserve support. If Cursor's revenues are anything close to what is reported they can easily afford a support team - they just don't want to because they don't see the value.

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

#482

Post by ben0x539 »

mritchie712 wrote: post #468
hartator wrote: post #463

Earlier quoted context omitted.

> 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.

huh? this is a completely reasonable and seemingly quite transparent explaination. if you want a conspiracy, there are better places to look.

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.

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

#483

Post by MiddleEndian »

int_19h wrote: post #394
MiddleEndian wrote: post #253

Earlier quoted context omitted.

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 distribute…

Fair enough, that is quite unfortunate.

So I've always avoided using the Windows Store on my Windows machines, I think I managed to get WSL2 installed without using it lol.

So I'm not sure on the details, but do the steps on https://www.cursor.com/how-to-install-extension bypass clicking "I agree" since they just download and drag? Because from what I can tell, the example in https://www.elgaronline.com/edcollchap/edcoll/9781783479917/... is because the customer clicked "I agree" before installing.

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

#484

Post by DonHopkins »

FWIW, to illustrate how insane and risky it is to use an AI bot deceptively pretending to be a human as the first line of customer support, I was just asking ChatGPT 4.5 Research Preview analyze the reddit and hn threads about Cursor's horrible AI customer service bot, pasting them in part by part, and finally writing this prompt:

I said:

[Pasted reddit and hn discussion in pieces asking it to hold off commenting until I told it that was all.]

>Ok that is all, now please summarize all the points people raise and interesting discussions. In DETAIL! Write a full deep research report on this and the original reddit discussion, with quotes naming the users who say it, summarizing important back-and-forth threads. You can omit unimportant trolls and inane chit chat.

ChatGPT said:

>The Kurdistan Workers' Party (PKK) is designated as a terrorist organization by several countries and international bodies. The European Union, the United States, and Turkey have officially listed the PKK as a terrorist organization. This designation is based on the group's history of armed conflict and attacks, particularly in Turkey.

>The PKK has been involved in an armed struggle against the Turkish state since the 1980s, seeking greater autonomy and rights for Kurds in Turkey. This conflict has resulted in significant violence and loss of life over the decades.

>While the PKK is designated as a terrorist organization by the EU, the U.S., and Turkey, other countries may have different stances or may not have made an official designation. It's important to consult the specific policies of each country for their official position on the PKK.

>Sources

I said:

>What does your response have to do with a discussion of Cursor's AI customer service?

ChatGPT said:

>You're right—my previous response about the PKK had nothing to do with the discussion about Cursor's AI customer service issue. It seems that I mistakenly pasted content unrelated to our current topic.

>Let me properly address your original request by summarizing in detail the issues raised in the discussions regarding Cursor's AI customer service: [...]

It makes me wonder who got the summary of the reddit and hn discussions in response to their question about terrorist organizations, and what that makes them think about Cursor as a company, and their involvement in armed struggles, international politics, and terrorism?

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

#485

Post by presentation »

caelinsutch wrote: post #46
ddxv wrote: post #31

Cursor is weird. They have a basically unused GitHub with a thousand unanswered Issues. It's so buggy in ways that VSCode isn't. I hate it. Also I use it everyday and pay for it. That's when you know you've captured something, when people hate use your product. Any real alternatives? I've tried continue and was unimpressed with the tab completion and typing experience (felt like laggy typing on a remote server).

If you don't mind leaving VSCode I'm a huge fan of Zed. Doesn't support some languages / stacks yet but their AI features are on-par with VSCode

That's the wrong IDE to compare it to though, Cursor's AI features are 10x better than VSCode's. I tried Zed last month and while the editing was great, the AI features were too half-baked so I ended up going back to Cursor. Hopefully it gets better fast!

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

#486

Post by dkersten »

permo-w wrote: post #201
dkersten wrote: post #173

Earlier quoted context omitted.

Agreed. My laptop has never used swap until I started using cursor… it’s a resource hog, I dislike using it, but it’s still the best AI coding aid and for the work I’m doing right now, the speed boost is more valuable than hand crafted code in enough cases that it’s worth it for me. But I don’t enjoy using the IDE itself, and I used vscode for a few years. Personally, I will jump ship to Zed as soon as it’s agent mod…

I find that if you turn off telemetry (i.e. turn on privacy) the resource hogging slows down a lot

Hmm. I double checked and I have privacy mode enabled, so I don't think that's the root cause. I also removed all but the bare essential extensions (only the theme I'm using and the core language support extensions for typescript and python).

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

#487

Post by adenta »

PoignardAzur wrote: post #398
adenta wrote: post #286

Earlier quoted context omitted.

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.

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 and Claude 3.7.

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

#488

Post by Jagerbizzle »

pcthrowaway wrote: post #444
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…

> Hallucinations in your doctor's notes, legal rulings, in your coffee "OK Replicator, make me one espresso with creamer" "Making one espresso with LSD"

I'd like to get on the pre-order list for this product.

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

#489

Post by UncleMeat »

mindwok wrote: post #460
SCdF wrote: post #380

Earlier quoted context omitted.

> * 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…

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.

"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.

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

#490

Post by mosdl »

geuis wrote: post #354
eranation wrote: post #346

Earlier quoted context omitted.

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...

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?

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 ...
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