I have repeatedly read on this site about the great customer service that Coffecup provides. I am sorry to say that my experience has been anything but great.

I had a problem with the Web Form Builder. At the suggestion of another user in another forum, I contacted CoffeeCup via the contact page with my problem in very detailed specifics.

CoffeCup did not respond.

After several days I again submitted the problem via the contact page.

Again, I did not hear from them.

I decided to call. Talked to a very nice girl who took my problem and contact info. She said they would try to get back with me before 5 PM.

I did not hear from them.

I decided to write the "Head Honcho" via the contact page. I explained to him how disappointed I was with their response, and you know what..?

I did not hear from him, or anyone else.

The only thing I can conclude from this is that CoffeeCup does not care about my problem or helping me resolve it. I've already bought all of their software, so I can't boycott the product. Not that I would anyway as I like most of their products. I'm just really disappointed in their response, but thankful for the other users on these forums that are willing to help.

Hi.
I am sorry to hear that you are having these problems. Do you have your ticket numbers? Each request is issued a ticket number, and I would be happy to forward these to CoffeeCup.
Have you checked to see that any email replies have not gone to your junk folder? Sometimes that happens.
My experience for CoffeeCup help has been much more positive than yours, so I can only hope it has been some kind of mixup.

I've never received a ticket #. I thought about the junk mail folder, but have found nothing there and I have no problem receiving forum post notifications, or upgrade notices, etc. As long as the replies are coming from coffeecup.com I should get any replies.

Are the ticket #'s auto replies?

Yes, I believe they are auto replies. It also gives you a link where you can view your tickets, and any answers to your questions. I have used the system a few times myself, and always received an answer.
Go to www.coffeecup.com/help
Log in with your email and password
Scroll down to the "My Question History" link
Click on that to view any questions you have submitted. If you have no questions there, then there has been a problem with the form submition from the coffeecup contact page, and that should be reported. Maybe try using a regular email rather than the form to see if that makes a difference.

Well, Cliff, you obviously are the man.

I found my requests along with their replies right where you said they would be. For some reason, I was not getting the replies. Thanks for pointing the help page out.

I thought I was being ignored. I stand corrected.

Anytime you feel things are not as they should be, don't hesitate to ask. The gang at CoffeeCup really are great at what they do, but things can get lost on the Internet highway.
I hope that the answers were what you needed.