I have been trying since Friday am PT to reach this company. I just tried again - its 1:11pmET and all I am getting is a recording stating their offices are now closed and then the line disconnects.

Has anyone been able to reach them directly as of late? Are they out of business?

My best and most successful way to reach them is to put in a support ticket.
They have been very responsive to me and others.
The other option is to ask on this forum what it is you need help with.
Both are very good options.
rodgw

They are not 'out of business'. Could be that they are having phone problems.

rodgw has offered the best advice when it comes gettig help and support for you CoffeeCup programs.

Hi again. I called their number and got a message saying thier operators were busy, and to continue to hold. It took about one minute for a cheerfull pleasant 'live' person to answer the phone. It seems that their 'hold music' is not playing, so the line appears to be dead while you are waiting, but the phone system is working.
If you really need to speak to them live, please be patient. They don't have a lot of operators answering the phones, so it could take a few minutes.

Can you confirm the phone number you are using? I used the toll free number 1 - 866 that was found on their 'contact us' web page.

Yes, that is the number I have been trying - as well as their sales number. I did open a ticket and received a note back stating that they work 9am-5pmET and that they take lunch from 12-1pm. So, this must mean that everyone leaves at noon ET? Besides, I was trying well before 12pmET and long before 5pm. I didin't get a recording stating operators were busy, I received one every time I called, stating that they were closed.

Unfortunately, that message came in while I was in a long meeting - I get out and of course its now 2pmPt here and they are once again closed.

As a customer, this raises alarms. There are a lot of people out of work in this country, maybe they could hire a few to take calls before and after ET so that worldwide, so their customers could reach them.

You know, I don't mean to sound so craggy. I re-read my notes and I didn't mean to come across as such. I am not an unreasonable human. Ever.

It's just that I need to test this product and get a system in place to help with my own customer service issues. I have been dealing with CoffeeCup since 1998 or so. Normally I just download, install and go. This time, for two days I haven't been able to reach anyone to ask questions before downloading the trial. I download the trial over the weekend and then sure enough end up having issues and they are naturally closed on the weekends. I try again to reach them today and experience the recording - and at 7am, 7:45am and then 12pmPT. I would not expect my customers to hang around or trust me if I they could not reach me during posted hours. I just wanted to speak to someone directly to walk me through it.

I will check the forum and see if anyone there can help with the install for this software.

Thank you all for your replies.

Just post your questions in the section for that particular software. I believe CoffeeCup relies primarily on their online support ticket system for software issues. They often answer questions on weekends and during closed hours, and the forum runs 24 hours a day. I have had answers to my support tickets even on holidays!

The fastest way to reach us is always through our support system. We are always working in e-mail and you would be amazed at how fast you sometimes will get a reply.

We are only open from 9-5EST and closed for lunch. Suzanne is very good about turning the phones off at exactly noon and on by 1pm again. If you called 5 minutes after 12, you would get this message. As Cliff mentioned, we are working in e-mail all day long, weekends and holidays.

When you call in, Suzanne would probably not be able to help you with any direct support questions. She would take your name, number and fill out a support request and a technician would then contact you back. You could skip this process and just go fill out a support ticket and request that a technicial contact you back. I am sure if you would have done that, you would have already heard back from one of us by now.

Just a little insight into our world