The core product is fine. The problem is everything around it.
Our experience with Dialpad’s sales, implementation and billing support has been extremely poor. During setup, issues only progressed after repeated chasing and escalation. There was no sense of coordinated ownership or support.
Since going live, the situation has been worse. We have received multiple incorrect invoices over a sustained period. Each one has been reviewed, clearly annotated, and sent back with detailed explanations of the errors.
Despite this, there has been no response at all from Accounts Receivable. Not even an acknowledgement. Emails simply disappear into what feels like a black hole.
At the same time, Dialpad continues to send automated payment reminders for invoices that have already been formally disputed. Even after escalating the tone and clearly setting out the issues, there has been no engagement or visible action from their side.
The most concerning part is the complete lack of customer support when something goes wrong. There appears to be no effective ownership of issues, no joined-up response between teams, and no reliable way of getting problems resolved without significant effort.
Mistakes can happen in any system. The real test is how a company responds to them. In this case, the absence of response and support has been the biggest issue.
Based on this experience, I would not recommend working with Dialpad if you expect timely responses or effective resolution of billing queries.
Claim your business profile now and gain access to all features and respond to customer reviews.
Dialpad is the leading Ai-powered customer communications platform that enhances interactions across all channels, providing real-time insights and automation to streamline workflows and elevate every conversation.
