I purchased a Coffee Cup Software program several days ago because it seemed clear that the company has good customer support. From the start, I couldn't get the product to work correctly and have contacted customer service twice by email. I get the standard we will reply away message and then nothing. This morning I tried live chat and was left sitting for 20 minutes. I'm beginning to wonder if there is a customer support team. Any suggestions? Would a phone call work better?

Jenaia

I have been using CoffeeCup products for years, and found the customer support to be reliable. Not sure where your location is, but keep in mind there could be some time difference between your location and that of CoffeeCup office. The world is a big place.

What product did you purchase?
What exactly is going wrong with it?
Did you have the free trial of the software installed and did you uninstal it before installing the new software?
If the software was a fash program, did you update the macromedia flash player for your computer/browser?

All or any of this information could help us forum users to help you.
Please let us know if CoffeeCup is succesful in helping you. If not, I can and will forward your information about the problem to the support staff.

Cliff.

Thanks so much for replying Cliff. I purchased FireStarter, and yes, I installed the trial version. I've tried to uninstall it - going to Add/Remove but don't see the trial version, only the full version. If I uninstall the full version will that also take care of the trial?

Thanks for your help.

Jenaia
P.S. what's the dog's name?

Hi jeneball....
When you get the chance, click on your user name and change your profile so that the name is not your email address. Might help prevent spammers, since this is a public forum.

As for the uninstall,
Try clicking on the "start" button, going to "all programs" and see if the trial version is in the "coffeecup" shortcut. You might be able to uninstall it from there.
If you only see the full version, or one shortcut for firestarter, see if you can launch the program. If it won't start, then I would suggest uninstall it from the uninstall program menu.

Reboot the computer,

then download a fresh CoffeeCup Firestarter. You should be able to download the program for free, now that you have paid for it. (Just in case I am wrong, I hope you have a copy of the original download you did the other day?)

Are you using a Windows system? XP or earlier?
I think the latest version of Firestarter is 7.0
Install it to the default location, making sure that your antivirus is not on during the install.

Reboot after install. Even if the program opens once you install it, click the X to close the program, and restart your computer before using any new program.

Let me know if that works....Have you heard back from CoffeeCup help yet?

P.S. The dog's name is "Tiny". She is my little helper. Fetches my shoes, hat and mitts at walk time and gets me plenty of exercise.

Cliff.

I just looked at your question history and you never replied to our e-mails. We replied on the 12th.

Your e-mail to us was Posted on Mar 11 2007 09:43 PM and we replied on Mar 12 2007 11:02 AM. That is a pretty fast turn-around if you ask me

I will check to see if I am getting replies in my bulk folder. I never had any back and forth communication with CoffeeCup - I just gave up. I have a question (a number of them really) and I will check my bulk mail to see if my response goes there. Again, I love the software though.

Try asking your questions or tells us your problem maybe anyone and everyone could help you here. won't hurt by asking.
Bruce

Is there any chance that the emails from CoffeeCup are going to some sort of junk folder or file, and that you simply have not found it?.
In my experience, Scott and CoffeeCup try to email people the answers they need. I suggest double checking the email address you provided them with, then maybe asking your hosting company if there is a "spam" or "junk" folder that you don't know about. They can tell you if you have mail in it and also how to view these lost emails. Keep in mind that most "junk" folders delete the emails after 5 days (give or take), so you might not have any old emails in it.

Good Luck,
Cliff.

You sent us an email on Mar 22 2007 06:04 PM and then you replied back to that ticket on Mar 23 2007 07:36 AM stating this ticket could be closed. Ticket Number RLL-497559

There is another ticket, IRI-425494 which has a number of replies back and forth however our last message to you dated Mar 24 2007 11:56 AM was never replied back to and the ticket was closed.

Every email that is sent to us are logged and a ticket number is generated. These tickets you can access through your customer care account.

Looking at your submitted tickets, I only see two. THJ-389478 Posted on Feb 06 2007 05:57 PM and we replied on Feb 06 2007 09:33 PM which there was no reply back.

AWG-881822 Posted on Jan 17 2007 12:23 PM and we replied on Jan 18 2007 10:43 AM, no reply back.

These are the only two tickets you have sent us. I don't see how you could have said you sent us emails and we didn't reply when the last one you sent was well over a month ago