The pilot experience was disappointing and fell short of expectations. Several key issues emerged:
Undisclosed manual confirmation step: This undermines the “hands-off automation” that was promised, leading to missed inbound prospects.
Data quality gaps: Around 10% of calls showed no results, and many “voicemail” tags required manual follow-up.
Scheduling rigidity: The system only offered specific slots, preventing real-time availability for inbound clients.
Mismatch with sales representation: The pilot did not reflect the capabilities shown during the sales process.
Despite raising these concerns, Brightcall denied a refund—even though we did not use a single one of the 6,000 paid credits, only the promotional ones. Their position is that the pilot is “non-refundable,” but this ignores the fact that the product delivered was materially different from what was pitched. Since then, they have gone silent on my follow-up request.
For a company positioning itself as a long-term partner, this approach feels short-sighted and dismissive of customer trust.
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