It seems that Cursor has not staffed any human beings in there support staff that can help out their customers in case of issues, even if those issues are dire and critical for the businesses that depend on cursor as a tool. Does anyone know of a way to be able to reach out to someone on the Cursor team that has a bit of empathy and could be open to the idea of helping their customers.
The forum here is a good place to start. Lots of times they will contact you via DM. @deanrie seems to often work with people.
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Thanks @MidnightOak . Dean did reach out , and was helpful, but the issue is with their billing team and over there it doesn’t seem like they have any staff that would even take a second to listen to a customer. I am literally begging them to take my money at this point, and they can’t do anything about it because no one is even listening.
I am afraid this is what is going to happen when they are a billion dollar company and there aren’t a ton of other companies to jump to, so they can sort of be this way I guess.
I agree, but as a startup founder this is an eye opener for me. I was really happy with Cursor as a productivity tool for my junior devs, but this incident has made me realize the risks of over reliance on them. And, I am exploring options now. Will make sure I don’t ever put all my eggs in this basket ever again. I think a CLI based tool like Claude code, or Gemini CLI might be more reliable options. At least they won’t make by team dependent on a particular UI.
Cursor and Claude Code are very different products. If you don’t need an IDE with an AI assistant while you program and just need CLI or prompt only programming, then why was Cursor ever considered for your team. It’s weird how many people don’t like Cursor for exactly what Cursor is advertised to be. Maybe there has been some misunderstanding about what Cursor is.
Hey! We monitor and watch the forum every day and do talk to customers about product issues. On billing… most people on the team don’t have the access to get involved directly (with the risk being that people make mistakes). [email protected] is the best resource for billing questions
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@MidnightOak No misunderstanding, We selected cursor for the IDE with AI assistant features, but what I am coming to realize is that Claude code running inside VS code gets you close enough without the unreliability of working with a startup, which is still solidifying its customer support functions. Maybe the claude + vs code combo doesnt give me the complete ease of Cursor but at this stage for my company, reliability is equally important to ease.
@andrewh I can see that on the forum and appreciate it, in fact as a product company ourselves, that’s what we hope to do as well. But, I think there is an issue with your hi@cursor channel. Something that a real human being or a working customer phone support number could have helped resolve in 1hr, has now been caught in a limbo for 3 days. As a product manager / engineer (i am assuming here) - I am sure you can understand how that would affect our development lifecycle, specially because we had made Cursor such an integral tool for our teams’ workflow. In fact even as we speak now, and after atleast 20 emails back and forth with hi@cursor, we are still not any closer to resolution and no one who can tell me how to escalate this to a ‘manager’.
Seriously? [email protected]? Sam the chatbot, who told me that Gemini 2.5 calls are free and will not be counted toward my request limit? And then simply told me afterwards that he’s sorry for the confusion he caused when that turned out to be nonsense? I’m sorry, but that’s really not something you should recommend to anybody as the best resource for billing questions!