It has only been 2 days I do very hard try to monitor the forums, but it is not our primary support mechanism. For that, use our Customer Care Center. I did just post a reply to that thread.

As to our Ambassadors, they ROCK!

I appreciate that Scott, but frankly the advisors and ambassadors on these boards reply to our questions a lot faster than the support staff.

Our support staff does not monitor the forums. We do offer phone and e-mail support directly which we do monitor.

An e-mail to us typically is replied to in under 4-6 hours, sometimes even sooner, 7 days a week. That is not bad by any company standards.

Not bad if it were true.

FWIW CoffeeCup is the BEST £100 I ever spent. Fact!

I always tend to resort to forums first and contact support later if need be, so perhaps CC might consider detailing someone as well as Scott to monitor this forum on a regular basis as it is linked directly from their website. Other forums that I use of a similar nature, such as Talkgraphics (www.talkgraphics.com) and Alpha Software (http://msgboard.alphasoftware.com/alphaforum/) do this and it works pretty well. Hostgator seem to manage things pretty well and I find their Live Chat invaluable.

I would say that it appears that most of the queries in the HTML section are related to VSD, which is the usual starting point for people new to web design, so people needing help there is to be expected. On that line, perhaps some in depth video tutorials might help.

In the day job I have to support parents accessing our online systems at college and one of my main issues is the end-users PC configuration, it's very difficult to legislate for someone's machine that han't been updated since the year dot, so I can sympathise the support guys. When I first started using CoffeeCup, there had been around 14 million downloads, now that's reached 45 million... that's a lot and it needs a lot of managing.

That's because I'm avoiding doing my real work.

I took a moment and looked at a few of your tickets:

AUO-788164 Posted on Dec 08 2007 06:15 PM replied on Dec 08 2007 07:14 PM (notice that was under 1 hr)

You reply to that "Thanks ror the quick reply,"


UHY-907613 Posted on Apr 10 2008 12:45 AM replied Apr 10 2008 01:43 PM (notice still under 1 hr)

MIG-699189 Posted on May 27 2008 11:00 AM replied on May 27 2008 04:54 PM (under 3 hrs.)

You had other tickets with similar requests, so we do reply very quickly as stated.

Scott, I'n not saying that it doesn't happen, but of late the replies seem to have been a long wait; take a look at all of my tickets.
And I have to say that I was floored by your comment that CC doesn't monitor these boards.
If you want to get an idea about how customers really feel about your products and services you folks might want to peruse the boards a little more often, it would provide be a more unbiased way to see things from the cliets POV.
On the boards I think people tend to write a bit more emotionally versus clinically as when writing to tech suppoert.
Please take my comments as constructive criticism, if you look at my past posts I think you'll see that for the most part I've been pretty reasonable and supportive of CC.
BTW - whether or not I agree with your opinion, nice to see an exec stick up for his staff.

We do monitor these forms but our primary support mechanism is through e-mail or phones. Sometimes we need sensitive information and posting here isn't appropriate. Also if you look at the forms, there are many people who post once about an issue with something and then never post again.

By going through the support process, everything is tracked and all the information is logged. Just not possible to do in a forum as easily.

I'm a good example of someone who's been using CoffeeCup software for about 3 years now, but as you can see, I'm not one to post much (well, until today... ) I generally do a quick scan in the forums to see if there's a quick fix for whatever issue I might be having, and if I don't see exactly what I'm looking for (or if I haven't figured it out on my own by the time I get through the forums), I simply email or open a support ticket...I have never had any delay in getting a response, whether it be to ask me for more detailed information (the more details, the better!) or giving me concise instructions on what to try. The response time for any issues I've had, whether they be minor or major, has been stellar, quick and very helpful.

I simply cannot say enough good things about both the software and everyone involved over at CoffeeCup - I have never had the positive experiences from any other company like I have from CoffeeCup, and I seriously doubt I'd get that from any other software company in the future, either. The combination of 'Free Upgrades for Life', the great people I have had the pleasure of dealing with, the reasonable prices of buying the software and the software itself being so user friendly has garnered my loyalty for years to come.

My two cents!