I posted a comment yesterday regarding my having a tech-support issue and am now posting a follow-up. There is a real problem with a company not being able to get its customers help in a timely fashion. The woman who answers the phones is always the same woman who always says the same thing. It boils down to the following: If you need tech support, it may be up to 36 hours by phone. The problem is not that Coffeecup has a limited number of employees, (They do) the real problem is they must have a massive amount of technical support issues.

Instead of using catch-phrases to make it seem that their software is simple to use, they should be honest and explain that they have limited resources to handle tech-support problems and you should only purchase the software if you have at least intermediate knowledge of design skills and programming code. I purchased Webform Builder, created one form which doesn't work, and have had no resolution in two days.

The only thing "simple and easy to use" about Coffeecup is the ability to pay them for their software.

You called in our office on Dec 02 2008 01:09 PM and Orlando called you back at Dec 02 2008 2:59 PM, that is only a 1 hour turn around time! We say it can take up to 36 hours but it never takes more then 8-10 hours at the most. The number that Suzanne took down may have been in accurate, but you did send us an e-mail with the corrected information right when we were closing.

Not many companies in this day and age provide free telephone support. We do our best to handle all calls as fast as possible, but it can take time. We have quite a few people working almost 24/7 in e-mail and response time via that method is just a few hours during normal business time.

I can understand you being frustrated, but posting messages with such complete inaccurate information does no one any good.

I have gone a head and refunded your purchase just to show you that we are not here to "steal" your money.