I thought that since many of their comments are buried I would bring excerpts of them to the surface for everyone to see:
One word for Kylin - "SUCKS".
needless to say, outage at most of time, long time buffering, low quality picture ...
the thing really bug me is:
I have tried to cancel their service for 6 month. Every time I called them and was told to call another number to billing dept and after I dialed billing dept, its went voice mail directly. How many times I tried to call them to cancel? COUNTLESS!!! - Calvin | 11 Aug 2008
Honestly, I think you should go with DishNetwork. -KyLinViewer | 17 Jan 2008
Kylin's business model needs a serious review. - Kevin | 20 April 2008
Kylin is getting worse by the minute it seems. - Anonymous | 2 Aug 2008
This company is cheating, and I will send out a formal complain. - Anonymous | 27 Aug 2008
Never never go to KyLinTV. Otherwise, you will keep charging your credit card after you cancell the service. The service is terible and false ads. - Anonymous | 01 Sep 2008
The absences of CCTV-4 was upsetting and they lied about the outage. Now that it is back, they are reconfiguring the packages so if I want to have what I have now when my subscription expires, it would cost something like $600, up from $360....
These people are very greedy and instead of making subscribers happy, they want to wring out as much cash as they can from the subscribers... - Patsaison | 01 Sep 2008
this is ridiculous, i signed up with kylintv for about 4 months and i decided to cancel my service 2 months ago, i asked them for a return shipping box and received no reply for 2 ENTIRE months!
Today i checked my credit card bill and I see a $198 charge from KylinTv!! What the hell happened to the "Free Set top Box" or the response to my email, if I knew I was going to be charged $198, I sure as hell would send it back and pay the damn shipping myself!!! - Anonymous | 20 Nov 2007
Not happy at all with the kind of service we got. - Anonymous | 04 Aug 2008
What is up with all the channel cutting lately? KylinTV going out os business? - Anonymous | 16 Jul 2007
30 comments:
i signed up with kylintv for a year or more they also asked me to return the "free box" they did not charged me becuase they did not have my credit card info but now i recieved a letter from cllection agency. i will ask to proof that that i owe $198. i know my rights!
KylinTV blows,
They didn't ask for the STB back tho :) I just stopped paying
But seriously, I paid for 1 year contract, and for half of it ALL THE GOOD CHANNELS were GONE due to some licensing restrictions! Now I am definitely switching to GekTV! Who cares if it restored its mainland channels. And their speed is much slower for the east coast than GekTV.
KylinTV - "SUCKS!!" I totally agree. I should read this forum before.. I tried to cancel the service we booked for the year 2009 before Jan. 1, and they told me based on their campany policy, they never issue refund. And they also double charge me on Dec month fee won't even give refund. This company simply like rober. Does anyone know is there a place in the U.S. that we can we report this kind of bad business conduct?
KylinTV - "SUCKS!!" I totally agree. I should read this forum before.. I tried to cancel the service we booked for the year 2009 before Jan. 1, and they told me based on their campany policy, they never issue refund. And they also double charge me on Dec month fee won't even give refund. This company simply like rober. Does anyone know is there a place in the U.S. that we can we report this kind of bad business conduct?
KylinTv has serious management problem. I paid for one year contract last August, today 1-06-09) they cut the connection without any explanation. I called them for a couple of times, I can hear their laughing and do not offer a good explanation, their manner is totally out of professionism. My feeling is that either the staff is under paid, they don't care their owner's business? or may be because they just simply do not know anything better, this type of management definitely will send KYLINTV into GRAVE.
* You can get your money back from your credit card company, simply just describe the fact.
I canceled their service because they charged my credit card for several times mistakenly. They agreed to refund me but so far no credit back after 10 months. I called for many times and was required to transfer to another line and the issue was delayed again and again. This the worst company I had business with in the U.S.
A message to Nancy Li (Mrs. Charles Wong):I want to congratulate you on your vision of having a Chinese tv network! and I wish you will take a close look at your management team, are they handling your customers up to today's standard? How is your management team treating your customers? take me as an example, here in Orlando, I believe I was the first one willing to give your business a try, as soon as I received the box and found the viewing is good, I offered my box to my friends, and let them to try at their home to convince them to sign up. At the period of time when your company had to negotiate with those Chinese local stations, I was very patient to wait for you to rebroadcast. I continued to sign up and paid yearly annual fee up to August 2009, but alas! last Monday morning 1-05-09, my husband and I found out our viewing has been denied, there had been no explanation, I called your company three times, I can hear the laughing at background, I never got an answer to my question--"your company received my payment for the whole year, where is the service?" Well, How did I resolve my issue? I called my VISA company, I got a very straightforward answer, they will refund my remaining annual fee! I hope you will either bring a new management team or hire a consulting service to train your current employees and re-think over what is your goal of having this Chinese TV network? and how do you want to treat your fellow Chinese viewers? and write down a clear contract of your company's promised service, and please make sure there is no false advertising. I am very sure your business will be very profitable if you handling your business in a sincere, honest manner. Chris
Everyone experiencing problems needs to file a written complaint with your State Attorney General. It's the only way that this company will get the visibility required to have it investigated.
As far as the "free" Set Top Box (STB), which is advertised on the english version of their web site, well it's NOT really free. You must pay to return the STB when you cancel the service or you are charged $198.00. The website doesn't say that it's a free lease or free to use during the subscription period. It says FREE, a $198.00 value. This is misleading at the least and possibly illegal. So, how do they get off charging $198.00 for a FREE item that is included with their contract. The KylinTV Terms of Service state that a customer must return all PAID FOR equipment, at the customer cost, when a customer cancels the subscription. Well, the the STB was given to me FREE according the KylinTV website. I didn't pay for the STB, but when you cancel the STB is suddenly not free, but $198.00. Think about it, you're not expected to pay for a free item when buy something at a store, even if you return the item, unless specified otherwise.
KylinTV DOES NOT specify that the STB is a free to use or free leased item, but that it's a FREE set top box valued at $198.00. Also, the STB is only warranted for one year. After one year, it's up to you to repair or replace your "free" STB if there is a problem. And KylinTV is the one to determine who's is responsible for the repair. You must send the STB to them, at your cost, then they evaluate the problem and finally send a replacement if it's their fault or you must pay for a new STB and return delivery if not.
You also need to review the Terms of Service. KylinTV states that they have no obligation to provide any level of service and can change the programming on a package at any time, with the customer having no recourse. Unless the service is unavailable, continuously, for over 24 hours. So, the service could be out for 23 hours and 59 minutes and they owe you nothing. They can reduce the number of channels to one and you can only complain. And if you have a annual subscription your really screwed. There is no money returned if you cancel and you cannot convert to a monthly subscription, but must use up the annual subscription first, then they will convert to an monthly subscription.
People, READ the Terms of Service and review this blog, because I feel that KylinTV is one company to avoid.
Here's my thoughts (vent) on KylinTV:
Their customer support is dismal, my e-mail to their support didn't get responded to for over a week. My phone call went to an answering machine and I finally got called three days later, during the middle of the day while I was gone at work.
The service is constantly "buffering" to the point where it's unusable. I have gone round and round with their "support" staff on the buffering issue. You better know someone who is good with TV connections and the internet. KylinTV always says it's the fault of my internet connection or the internet slowness in general, which they can't control and don't support. My son is a computer network engineer and he checked my internet connection and was able to look at the STB computer talking (his words) over the internet to the KylinTV computers and he says that the KylinTV servers are most likely overloaded. He says that they don't always send the video when the STB asks for it.
Frankly, I don't see how this company can remain in business for long. It really seams more like a scam. Whatever you do borrow a STB from a friend or only get the monthly subscription and be prepared or send the "free" box back at your expense when you cancel, because it's NOT free to keep, but a free lease.
Thanks for letting me vent. I wish more people knew about this blog site before getting suckered into the KylinTV service.
At the beginning they never tell you how much data you gonna download. After you cancel the service, they ask you to send back the yellow box back to them at your own cost.
So, i did send back the box.
The tracking information said the box was delivered a month ago.
Now the gonna charge me $198 plus $25 collection fee!
I mean What The Fuck!
I agree with all of the comments. KyLinTV is evil and horrible. Very very upsetting using KyLinTV service.
First of all, the quality of the video is very poor. It's like watch low band width video online. But this I can tolerate. What makes me so angry is the non-stop buffering.
When you are watching a show, the buffering sign shows up ALL THE TIME and pauses. Sometimes it doesn't even resume to what you were watching but get disconnected and went back to the overview list of channels. What??
I also agree with most comments about their customer service nightmare. If you try to cancel something, you call their number, but then the person will tell you to hang up and dial the same number again, but press another dept such as number 2. If that person in that dept can't help you, then they ask you to hang up and dial the same number but this time press number 3. What????
KylinTV makes me start swearing all the time. I regret subscribing the service, and hope you don't fall into the trap.
KylinTV-The worse you can get
Lowest quality in signal and customer service. I prepaid S178 one year Service. But for a small charge of $9 they think I owed, they blocked my prepaid service for two month without refund and compensation. They don't even have the decency to make a phone call or send you a bill. Just shameless control and unfair treatment of customers.
Moreover, their programming is aweful. A lot of shows are not full lenth and has abrupt cut-off at the end.
All I can say is, find another provider. Dish network may be. You will get less headach with dishnet work and dish network's refund policy is great.
My family is their customer for a few years in NJ and just cancelled the service. They begged us to only "suspect" the service for 6 months (while we are in China ) but wanted to charge us $5 per month dormant fee :-( I called this ridiculous but they said they learned this "fee" from other US cable companies. But why did they learn the "better customer serivces" from other US companies :-( !!!!
And to make thing worse, they cut off the services even before the cancellation day! No respect to contract!
KyLinTV Shall Go Bankrupt!
Subscribe to KyLin TV for a year contract. Feels like to watch no-man operated IPTV service, sometimes the screen shows black sever busy signal for a schedule TV program and lots of misplacement under TV program titles. They have channels listed there, however programs are recycled every other days. What a fraud. I encourage you file a complaint at the better business bereau. Here is the link:
http://www.bbbonline.org/consumer/complaint.asp
Outrageously when we tried to cancel our services, they bombarded us with sales call. There was $15 rebate when we signed up one year contract, of course this never shows up!!! All my friends have been canceling their services. This company is doomed to go bankrupt one day!!! Now they try to roll out their services to Europe!!! Smart Europeans will not suck up by KyLinTV!!!
The worst one is this story from myself.
I cancelled kylin service and < 30 days later received a mail from colloection agency (Saturn systems) saying they will collect the bill I did not pay Kylin. Surely it may end up a big dent in my credit score.
I called Kylin to find out what happened? they said they somehow did not charge my credit card so they go ahead to collection. I asked them to try the same credit card again, and this time they were able to charge it without asking me to provide any change to credit card information I provided them in the first place.
These guys in KylinTV doesn't appreciate your business once you walk away from them. They will likely ruin your credit score due to their billing system issue.
The TV program and quality they offer are not worthy a try.
I am glad I quit the bad ship, and I am now start to recover from the dent in my credit score.
I wish I have had learnt this from the website before I jump into it.
I hope after you see this post, you will think twice before you sign up with Kylintv.
This is the worst company that I have dealt in my life. First of, I am using verizon FIOS with very good speed; however, the quality of TV channels that I recieved has been horrible and unwatchable. I called tech support for 3 times and they still can not resolve the problem. So I ask for cancelation (I am within the 5 days period). What I can't believe is they are asking me to pay for the shipping to ship it back and take away the original $15 shipping fee that they shipped the device to me. WHILE THIS IS THEIR PRODUCT ISSUE ALL ALONG!!! It has been a very frustrating experience. And I have to wait for 2 months to get my money back!! The only good part about their company is their adminstrators are very polite. But beside that, their company policy is very bad. VERY GREEDY PEOPLE. DON"T ever use!!
In spring 2009, I signed up for an one year contract with the basic package. Recently, I called them to add an additional package on top of the basic package. However, I was told by a service agent that I can't do that unless I paid a higher rate than the advertised bundle price or extend the contract to another year. It made no sense to me, so I talked to the duty manager. But he was bullshitting me even more. I felt that I was blackmailed.
I ordered kylintv a week ago 1/18, and received the box on 1/22. After watching the TV over the weekend, I can say so far so good.
Let me start off with the setup. I've read reviews else where stating that the wireless is bad. At first, I thought so too. Then I realize I didn't install the antenna. This step was not described in the manual. The antenna was "hidden" underneath a box cover. Luckily I found it and install it. Note, LAN connection was recognized quickly without problem. Wirelss allows WEP AND WPA; I've tried both.
The user interface on TV is not very good; remote is not intuitive. It gets some getting used to.
This box was connected to a 3mbps/765kbps Verizon DSL connection. Buffering has not been an issue so far. It only happens when we watch on-demand, and mostly when we fast forward/rewind.
Picture quality varies from channel to channel. I do occassionally have video/audio out of synch program. Sound quality is not very good. Video is fine on standard definition via s-video connection. I've played it on 42" LCD and the old tube Sony Wega TV. It looks better on Sony, but reasonable on the 42" LCD. I would rate the picture quality at "svcd" level.
Reading all the other reviews, it seems billing could be a night mare. So far, I see they've charged me the promised amount.
I had KylinTV for about 2 years. Sometimes, it has buffering problems but general speaking, I feel ok with their service. I like its play back feature so I can always watch the programs I like when I get free time. Will never miss anything.
The kylintv (wife of computer associate head)is the first got in this technology , with 'Comcast' back them , their technical support department is up to par, unfortunately, their management team is still operating 'the art of Tai Chi' not 'problem solving'. Recently, I heard that there is a new competition, this new company charges lower subscription fee and offers "keraok" in addition to the chinese tv programs.
How can KyLinTV be in service, I had for a year, never can watch for a single night without buffering,
KylinTV technical guys saying the internet is my problem, and my computer does not get effected, and AT&T coming in few times to do adjustment without charge just for the sake to prove not the provider 's problem, but KylinTV cannot do anything. This is non-sense to charge customers. and come a solution to switch the package, that does not help obviously, now, I have to pay the year fee to get cancellation, it is ridiculous
Tidy up your router, before put on the market, if the router does not deliver in the west cost don't market in the west coast, go back to your original area.
It is just sucks....customer service is really really bad, buffering is so annoying. The ladies on the phone are so rude, they really do not take care of customers well.
How can KyLinTV stay in businsess with their business practices and poor services? After more than 2 years with them, I am definitely leaving and can not wait to run away from it! They automatically renew you contract and pre-collect fee for the whole year, no matter what kind of service they provide to you, you can not cancell it and they will not refund your money. You can only change the program right before your contract ends. If you don't catch that tiny window of time, too bad, you are stuck for another year. They only accept credit cards for payment, so that they can charge you without telling you! I have a $3 bill and they want me to pay $198 on top of that if paying by a check. How ridiculous!
In spite of all the negative reviews here, I am actually a happy subscriber of Kylin TV.
Prior to subscribing Kylin, I came across this blog and read most reviews. With all these negative reviews, I hesitated in signing up with Kylin. I was fed up with the high cost of Dish Network and terrible remote control that always caused problems no matter how many times they replaced it. I also have subscribed to Direct TV and it was a worst experience. So since the blog reviews here were three years ago (2008), I thought Kylin may have improved their service and decided to give it a shot.
Surprisingly, the customer service rep Betty Wang was very helpful and patience in answering my questions. She was very clear in ensuring me that there is a 5 day money back guarantee in case it doesn't work out for me. I signed up and got my TV box within a week.
I ordered two TV box so that I could watch it on two TVs. The wired connection setup was easy, just plug in the ethernet cable into the box, and plug in the A/V cables to tv. However, wireless setup was a bit of a hassle due to lack of information on the quick setup manual. So I called Kylin for help. I didn't have to wait long to get help, and the tech support effeciently guided me through the setup.
After testing the TV programs for several days, I find that Kylin TV's broadcast is consistent, the picture quality is fine (not HD), and the buffer down time when switching channels is minimal (just around 3 second with my 1.5mps DSL speed). If you order two TV boxes, it is recommended that your internet speed is at least 2.5mps or some buffer delay would occur.
A feature I love the most is that Kylin always store all programs for 24 hours (a feature similar to DVR), so that I could watch the programs at any time. I could also pause, fast forward and repeat the programs.
Overall, I recommend Kylin for its program content, easy of use, customer service and great value ($16.99 or so including otherwise ridiculous tax and fee).
Dear KyLinMaster(Blog Auther),
I am Jackie Xu with KyLinTV. I am sincerely writing the email to you just want to invite you help us test and review the 2.0 HD new KyLinTV, which is going to be launched in April 23rd, 2011. Our product and service will be improved a lot in the 2.0 new stage, presenting to customers with a whole new KyLinTV face. And we hope you can be our 1st batch free trial and review VIP guest and help us improve our KyLinTV 2.0 and help us serve our customers better.
Please kindly accept my invitation of KyLinTV2.0 free trial. On behalf of KyLinTV, I really appreicate your time and efforts in the past and future.
Yours sincerely,
Jackie Xu
Director of Direct Sales
jackie.xu@kylintv.com
1.877.888.8598x8415
Dear KyLinMaster(Blog Auther),
I am Jackie Xu with KyLinTV. I am sincerely writing the email to you just want to invite you help us test and review the 2.0 HD new KyLinTV, which is going to be launched in April 23rd, 2011. Our product and service will be improved a lot in the 2.0 new stage, presenting to customers with a whole new KyLinTV face. And we hope you can be our 1st batch free trial and review VIP guest and help us improve our KyLinTV 2.0 and help us serve our customers better.
Please kindly accept my invitation of KyLinTV2.0 free trial. On behalf of KyLinTV, I really appreicate your time and efforts in the past and future.
Yours sincerely,
Jackie Xu
Director of Direct Sales
jackie.xu@kylintv.com
1.877.888.8598x8415
I just signed up for a free trial on kylintv's website. The content is incredibly rich (lots of HD channels) and the streaming is extremely smooth (no buffeting).
Worst customer service ever!
Used KyLinTV for couple years, at the time of stopping my service, this company still charging my credit card for monthly charges. They asked to send back the "free box" used for TV service. They refused to provide pre-paid envelop.
The worst thing was after they received the box for almost two weeks they charged my credit card again for that BOX anyway.
Regret to give these thieves my CC info and will NEVER use their service!!!
ALWAYS BUFFERING, SLOW CONNECTION, WORST CUSTOMER CARE/SERVICE EVER.
RUN - DO NOT EVEN THINK TWICE.
I had one year package with Kylin TV and continued with another yearly package for my parents, however, they still charged to my account even I clearly told one of their representative -- please stop my pogram after my yearly package is done......now they are sending me the bill for the service that I did not request at all......
any kylinTV customers, please switch to Charming China, they only charge $5.99/month with 50+ channels and 10+ HD channels, hundreds of new film -- all free!!!! i was paying Kylin TV for $360/year with this terrible customer service.
In order to stay away from the harrassment from kylin TV, I agree to pay the money they asked, luckily, my credit card was changed, they stopped their service, so the bill would not be scary! the representative talks like a answering machine , "this is my company policy".....Kylin TV will go bankruptcy for sure, just the matter of time!
again, stay away from the terrible company!
The customer service needs improvement and you will receive different types of answers depending on who answered the phone. Based on my recent experiences and many many phone calls later, all their representatives needs to take some types of English refresher course as they all have very bad English and even after I spelled the words out they were still puzzled and just repeated everything I said previously.
Anyway, I asked to speak to the supervisor and was told by the incompetent CSR that the supervisor is taking the day off today. It's amazing that this company is still running and selling products here in US with that attitude.
Boyscot KYLINTV whenever you can.
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