I’m a bit older than most programmers. Let’s just say that 30 years ago, I ran an internal “IT support team” for a big UK company.
So I know that, back in the 1990s, users were roughly 10 times as likely to write something in complaint as they are to write something of praise. I’m not aware that that has changed.
Anyway, to my point.
On Tuesday evening, keen to try Origin, I did something foolish.
I decided to try it from my phone rather than wandering through to my home office and use the laptop.
And, I mistyped an “x” as a “c” (query OSK) in my chosen “slug”, and then hit “Return” rather than “backspace.”
And such things, at least according to all the official documentation, are immutable while the service is “in beta”. The docs even say that it can’t be changed and must be chosen carefully.
The name I was after is one that’s in my gmail, my github, and my books. So it pained me to see it mistyped.
I reached out to support, who, over the course of several messages, were very apologetic, but explained that they didn’t have the tools to change it either.
Today is Friday. Three days later.
Today, my email contained a message from Colin, the Community Support Engineer, saying that he’d changed it to what I’d been trying to type all along.
There are two possible scenarios:
1: Cursor realised that they needed this functionality, so developed it quickly, and Colin used it to revisit an otherwise-closed ticket.
2: Colin felt my pain, and was able to “fiddle beneath the hood.”
And here’s my point.
Either of these scenarios represents exceptionally good customer service.
And I’m not a major customer. I’m not the org admin for a big team with lots of licences. I’m just a user with the cheapest paid licence.
So, once again, Cursor is pulling me from being a user into a superfan.
Thank you!
