Brightcove Inc

My initial interactions with BC were positive. I had trouble uploading my videos to their servers, and they helped with that. Over the course of the year, there have been some issues with the video hosting (videos not displaying properly, the site going down, ...). Most of these issues were resolved successfully, but there were some issues that were never fully resolved (relating to a video display error some of my customers experienced intermittently). Overall, the experience had been good during the course of the first year. However, this year I began to add more videos to my site. This required me to exceed the allotted video total for my plan with BC. There isn't a higher plan to join, so they charged me a surcharge of $10 per ten additional videos (every month). This added up to an additional bill of $110 per month on top of the $499.00 per month they already charge me for video streaming/hosting. Then they have bandwidth restrictions. Those restrictions are set pretty low, because I have also been charged an additional $100.00 during a month of operation because my customers apparently watched too much video at my site over the course of the month. As a result of these high prices I contacted my account representative and asked about a new pricing plan (since I had outgrown the old one). They claim to negotiate a new plan on a case-by-case basis when this happens, but they wouldn't even make a call to me to discuss the option (I asked twice). Apparently my business is just not big enough to be worth their time (even though I was at their top regular pricing plan and had outgrown that plan after just half a year--and paid over $600 per month to them for their service). I knew I would outgrow their listed plans quickly, so when I had spoken to the first sales rep I dealt with about what would happen when I outgrew there top plan, she told me that they would negotiate a new plan requiring a year long commitment. As a result, I went forward with their service feeling confident that BC would allow me to grow into new pricing plans as my business grew. I have now realized that they have no regard for customers they see as too small and unimportant to work with. There are comparable services offered at other reputable and stable companies for a third of what Brightcove charges, so I will now be forced to migrate hundreds of videos from BC to one of these other services. I went with BC initially because I wanted to avoid the need to move around from one company to another searching for quality and customer service. I figured the high priced company/plan must be superior to everyone else. If not, how could they get away with charging so much. I now know the truth is that high priced doesn't always mean the best service. Buyer beware...