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Hey Get-Acom, I understand your frustration and try not to be biased as an advisor. Of course, as you probably know, being only Advisors, we have no control over actual programming or adding of new features, other than to help pass along the ideas or requests. All we can do is attempt to help with the questions/issues you may have had. I'm guessing a previous post from an Advisor was removed as I don't see what you're responding to. Unless you have registered under a different name previously, it doesn't seem you have ever posted any questions in here. I'm not trying to bash in any way, I'm simply saying we can't help if we don't know there is something wrong (stating the obvious, I know). I've never called Coffeecup for support, so I really can't comment or compare experiences. I do know, however, that it's often hard to solve all issues blindly over the Internet, and especially through one email. As you've seen, even with a dozen replies back & forth through the forums, we can still end up stumped. Often times, it just a lack of communication or a problem not able to be duplicated due to differences in computer hardware/software/settings etc (Remote Desktop would be a dream in most cases to see what's goin' on first -hand, but I'll keep dreaming). But what I have realized is that in the forums, you get hundreds or thousands of different minds passing by the problems and exponentially increasing the chances of success versus one person from tech support. Is there anything as far as problems/errors we can attempt to fix? Of course, I may "advise" you to also post the questions in the appropriate categories.

Thanyou for your offer of assistance Adam.
Unfortunantly, My problems are of software usage matters.
It's something CoffeeCup has to address within their ordering and product delivery system.


Please don't take offense at my earlier "CoffeeCup Advisor" comments. I did not direct them at all advisors. I even specifically mentioned the CoffeeCup advisor, "Mr Sellers", as the person ATTEMPTING to level a personal assault just so everyone else would know.

The problems I mentioned are examples of issues that I KNOW to have been problematic over the years and still SEEM to happen often.

The point of my post was not to get assitance here. Coffeecup people are already addressing my issues (rather poorly I will add and show as this goes on).
I use my post and those problem examples to illustrate how more CoffeCup releases would add and compound that same old tired problems. In hopes that Coffeecup will LOGICALLY FIX these recurring issues before they increase the support loads with new releases.

As I have said, CoffeeCup has for many years had product delivery issues.
Support DOES NOT APPEAR to be as good as it used to be.
EXAMPLE:
Feb 7 thru today Feb 15
1/2 doz calls to coffeeCup NO ONE HAS ANSWERED THE PHONE regradless which day or time called.
*used to call there and EVERYTIME get a cheerful, friendly helpful person*

Started a online support ticket, and seems to have reverted to email support afer only 2 post. so why not just do the email to egin with instead of having it all fragmented?

mails.. approximately 15 emails exchanged that come down to.."nothign wrong with our system, we'll send you a courtesy cd AFTER you return to original cd"
8 days NO cd arrived.
all i have gotten for my order are assualted, denials and claims this "system" works fine, debt to my card and loads of frustration and disappointment.

8 days
6?+ unanswered phone calls
15?+ emails
unused ticketing system (don't mind this, I prefer phone or email any how)
CEO Nicholas Longoria is not as availble as he implies. (apparently niether is anyoen else since no one answers the phone)

and what do I get for this?
-$ money
LESS progress on my projects
loads of frustrations and disappoinments.

That clearly shows coffeecup has problems with orders, delivery, support and in general customer service. And most certainly not in character with the image they rpesent of being easy to contact for prompt assiatnce and resolution.

Coffeecup can deny it all they want, but it's in black and white.

Now with all that in mind...
got to ask, how many such cases do they have?
how many is considered acceptable?
how will future new releases, upgrades and added customers effect the present online system, products, support and customer base.

using my 5+ years of experiences with coffeecup, I'd have to say they can not properly support what they have now, adding other things to support will harm coffeecup and all it's present users and products.

as a long time user I went from high praises for coffeecup to about ready to dump coffeecup for lack of support and misrespresentation via their implications of openingness and prompt support.

compounding the matters with more to support with already inadequate support will hurt every user and over all, and when ever a user decides to FULLY take coffeecup to task, hurt coffeecup image.

maybe thats what it will take...

Well, from your experience, I could see the cause for frustration. Like I said before, I haven't really made use of contacting support much other than posting here in the forums, so I cannot say I can relate (not trying to question your story's validity, but also have no experience to claim they're slacking either). With my limited volunteer help, I will try to pass a note along to the CC crew to check out this thread, seeing as the point is to present some awareness of customer dissatisfaction. Liking or disliking this thread depends on how you look at it. We can all get defensive, but perhaps you care more about Coffeecup than others by pointing out possible flaws. At least, that's what my wife says pointing out mine. You and many others have been Coffeecup users longer than I have, and it'd be a shame to lose the longtime support.

i'm suspecting what shows in "our" web browsers and what is actually on coffeecups systems do not always match.
EVEN WITH REFRESHING AND DAYS LATER RETURNING TO THE SITE.

amidst all this is, that SOMEHOW, i ended up with 2 accounts. both using different emails (both my email addresses). BUT vieiwng the profiles, both are same. Also interesting is, one was typoed, yet correctly spelling it at login still worked.
this seems to be at the root of what the pgrades downloads problems were (not showing at login).
olyhting i cna fanthm is, that somewhere along the line a email address update didn't "stick" properly. but we'll never know.

my own immediate problems have reached a resolution.
effected by the 2 accounts being merged and canceling my order and it getting refunded.

HOWEVER, even with that...
There is no excuse for,

not getting telephone answers when calling. (tlll finally 8 days later)

shipped orders not arriving 8 days later.(u.s.postal is out of their hands, but ups and fedex are both more reliable and trackable {ATLEAST 2 support emails say they canceled the cd, HOW IS THIS POSSIBLE, it was already shipped vis U.S. postal? they don't do recalls. })

Once it became clear the original order was not the itended order, why didn't they just ship a corrected cd and be done with it? Certainly would have been less time consuming, less frustrating, more effective and allowed moving tot eh next support ticket. PLUS, they wouldn't be refunding my money and I would continue to buy from them as needed.

Wouldn't change my views of this particular topic, i'd still say fix it so these things don't happen before adding the need for more support.

any which way you look at it, my particular instance falls under disatisfied customer and a lost sale and lost espenses via various supplies, systems, employee time.
whetever allowed/caused a 2nd account to be generated is the root cause of this, coupled with support not postivly and promptly fixing the customer issue are the source of my views.

so with that being the case, why not lessen these type of instances before moving in a direction that will increase the likihood of more of these type of situaitons.

thus, i become but one more example that they need to do some "fixing" before expanding further, as it for sure has cost them ATLEAST 1 sale and one long customer.

but then i wa stold "we have millions using our products, if it were a wde spread problem we'd be looking into it".
or soemthign to that effect is what i was told.
amounts to loss vs profits i guess.
"I" am not enough profit so it's not important.

remeber that when those new items starting churning out and support fails YOU.

poof i'm gone.

We do apologize to everyone that e-mail support was a bit slow in early February. We had two of our support people move on to other jobs and had to hire and train new staff. This unfortunately takes a good week or more as we have many applications for the new staff to learn. We tried to make this as easy as possible for our users, but it is inevitable that there would be some impact.

We have been working around the clock answering emails and we are back to normal operations. We are also now working weekends to help support people even more. What we do need from users is if you do need to support, help us as much as possible. Be specific in your e-mails. You would be amazed at how many e-mails will just say "doesn't work" and then provide no other information, not even a program name.

You are the reason we are here, not the other way around. We are here to help as much as we can. Just remember our support staff have feelings too

We ship everything via Global Priority to save the users costs. We could use Fedex or UPS with tracking numbers, but the costs to you would be far more then what you pay now. I don't think people would want to pay $20-35.00 shipping for a CD or book.

CoffeeCup is a unique in their support services. I don't think you will find many companies offering LiveChat, Phone and E-mail support 7 days a week free of charge. We are open M-F 9-5CST Please take into account your geographic location when calling. We are also not a call center, so 100 people can't call in at one time

Hi guys

I just wanted to chuck in some 'advisor' comments

Firstly - us advisor folk are not paid coffeecup employees - just volunteers. We have no direct access to CC staff or systems beyond what anyone else here has.

The Advisors group was started by CC to advise THEM what the public thought of their ideas and to help come up with new ones - not to be employed advising their customers how to fix stuff - most of us visit this forum simply because we like trying to help people. Unfortunately often the best help we can give is to suggest people try the 'normal places' for support problems.

We have a separate forum, along with the ambassadors, where we are able to discuss program bugs and suggest upgrades (and gossip a lot). Scott sometimes posts there if he needs tests done too. We also have a topic where we can point out things that may need urgent attention from staff members.... If you think you're being ignored - yell for an advisor or ambassador to help you try to get CC's attention!!!
(see - it worked for Get-Acom - Scott came and answered himself)

Beyond that - sorry folks - we're not supplied with a CC magic wand...we're just normal people like you lot