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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

#561

Post by recursive »

that_guy_iain wrote: post #538
recursive wrote: post #110

Earlier quoted context omitted.

Same reason they would have added checks all along. They care whether the information is correct.

These companies that can barely keep the support documentation URLs working nevermind keeping the content of their documentation up to date suddenly care about the info being correct? Have you ever dealt with customer support professionally or are you just writing what you want to be true regardless of any information to back it up?

I'm not saying that they care. I'm saying that if they introduce some human oversight to the support process, one of the reasons would probably be that they care about correctness. That would, as you indicate, represent a change. But sometimes things change. I'm not predicting a change.

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

#562

Post by namaria »

jachee wrote: post #331

> Not because they made a mistake Except they did make a mistake: trusting their Simulated Intelligence (I’m done calling it “AI”.) with their customers’ trust.

I like the Huxley inspired 'intelligence surrogate'.

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

#563

Post by mixmastamyk »

callc wrote: post #136
jgb1984 wrote: post #125

LLM anything makes me queasy. Why would any self respecting software developer use this tripe? Learn how to write good software. Become an expert in the trade. AI anything will only dig a hole for software to die in. Cheapens the product, butchers the process and absolutely decimates any hope for skill development for future junior developers. I'll just keep chugging along, with debian, python and vim, as I always ha…

I’m pretty much in the same boat as you, but here’s one place that LLMs helped me: In python I was scanning 1000’s of files each for thousands of keywords. A naive implementation took around 10 seconds, obviously the largest share of execution time after running instrumentation. A quick ChatGPT led me to Aho-Corasick and String searching algorithms, which I had never used before. Plug in a library and bam, 30x speed…

Sounds like a job for silver/ripgrep and possibly stack exchange. Might take another minute to get it rolling but has other benefits like cost and privacy.

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

#564

Post by slotrans »

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…

> 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.

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

#565

Post by arp242 »

> And just as people started comparing notes and figuring out that the story didn’t quite add up… the main Reddit thread got locked. Then deleted. Like, no public resolution, no real response, just silence.

Anything that doesn't fit the narrative must be deleted I guess.

As is so often the case, it's not the mistake itself that's the biggest problem but how people or organisations deal with the mistake.

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

#566

Post by hartator »

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.

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.

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

#567

Post by floydnoel »

jimbokun wrote: post #509
CodesInChaos wrote: post #439

Earlier quoted context omitted.

> 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. Sounds very human. It's quite common that we make a decision based on intuition, and the reasons we give are just post-hoc justification (for ourselves and others).

Isn't the point of computers to have machines that improve on default human weaknesses, not just reproduce them at scale?

Why would computers have just one “point”? They have been used for endless purposes and those uses will expand forever

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

#568

Post by pavel_lishin »

miki123211 wrote: post #411
throwaway2037 wrote: post #357

Earlier quoted context omitted.

> Apple made an out of character misstep by releasing a terrible UX to everyone What about Apple Maps? That roll-out was awful.

Apple had their hand forced by Google on that one afaik. Yes they knew Apple maps was bad and not up to standard yet, but they didn't really have any other choice.

Sure, and now you can also say they had their hand forced by Google again, or by Anthropic, or by whatever other AI companies are out there.

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

#569

Post by fragmede »

slotrans wrote: post #564
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…

> 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.

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.

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

#570

Post by krotton »

rvz wrote: post #53
calebkaiser wrote: post #28

Earlier quoted context omitted.

The 1 million users + $200 million in revenue probably had something to do with the valuation.

Slack was a similar thing. IPO'd at 10 million users with 400M in revenue but got destroyed by Microsoft thanks to Teams. Cursor is at a worse position and at greater risk of ending up like Slack very quickly and Microsoft will do the exact same thing they did to Slack. This time by extinguishing (EEE) them by racing prices of VSCode + Copilot close to zero, until it is free. The best thing Cursor should do is for Op…

My current company uses Slack as the main messaging app, while still using Teams as part of the Microsoft package, for its integrations with Outlook and conference hardware and software. And this is a recurring pattern I've seen in other places. Teams is nowhere close to being a usable alternative to Slack.
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