Feedback: Bright Cove video hosting site

A little over a month ago, I started using Bright Cove to host videos. I fell in love with their player, as it was perfect for displaying my Success Man ifesto 2011 videos (still haven't found a good player for displaying Amazon S3 videos on a blog). I liked Bright Cove's system (video player, upload, etc) so much, I told my list all about it.

A month later, the love affair is over. Sure, the videos played well. But, customer service is non-existent. I had a one-month trial account, but I could never find how to upgrade or how much it would cost. One month later, with all 16 SM2011 installments uploaded, I get a notice that my trial period is up and if I don't upgrade in 7 days they will close my account.

So, I send in a help ticket asking how I can upgrade. No answer. I know they have my e-mail, because they (or their bot) sent me a notice of expiration. Not to give up so easily, I go in hunt of a phone number. This supposedly big company has no phone number or physical address on their website.

Google to the rescue. I find a phone number hidden in their privacy policy. I call it. Of course, I get an answering machine. I politely give all my details and ask them to e-mail me the information. Lotsa luck.

Today, they shut down my account.

Fortunately, I spent the last few days uploading all my SM2011 videos to Viddler and I simply embedded them on the blog. Pain in the posterior, but at least the videos are back up.

Needless to say, I shall never ever deal with Bright Cove again. I'm shocked at their lack of service, especially since I wanted to give them money. It boggles my mind that any company would make it that difficult for would-be customers.

This may or may not be your lot with them, but I'm sticking with Amazon and Screencast. They are willing to take my money, and give me service in return.