zlacker

>>scared+(OP)
(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 race condition that appears on very slow internet connections. The race leads to a bunch of unneeded sessions being created which crowds out the real sessions. We’ve rolled out a fix.

Appreciate all the feedback. Will help improve the experience for future users.

>>mntrue+1F4
Hi Michael,

Slightly related to this; I just wanted to ask whether all Cursor email inboxes are gated by AI agents? I've tried to contact Cursor via email a few times in the past, but haven't even received an AI response :)

Cheers!

>>hakane+3M4
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.

>>mntrue+DM4
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?

>>Snakes+VP4
Basic and cheap? Maybe this attitude towards support work is why.