Customer Reviews of KyLinTV

This blog has been running for a while now and there is no doubt that there are a lot of people upset with KyLinTV! I receive a constant stream of e-mail and posts from disgruntled customers (past and present.)

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

KyLinTV Tried to "Stick it to Me!"

Well, after cancelling over the phone I was told to ship back the Set-Top-Box, on my own buck. So I packaged it up nicely, took it to the post office (stood in line for 20 minutes) and paid for adequate insurance, paid for priority shipping with tracking and felt relieved.

I tracked the package online through delivery (took 4 days, 3 business days.)

Several days later I received this e-mail from KyLinTV:

Dear Customer,

Our records indicate that you had previously cancelled your subscription to the KyLinTV Services. At time of cancellation, you were required to return the KyLinTV Equipment. As of this date however, we have not received the Equipment that was initially shipped to you. Please send the Equipment to:

KyLinTV
1600 Old Country Road
Plainview, New York 11803

In accordance with the Terms of Service, which you received with your Equipment, "Customer must return all Equipment upon termination of Services. Failure to do so will result in a charge to be determined with reference to KyLinTV's then current penalty schedule, which amount shall be due immediately. Customer agrees to pay such charges whether the Equipment is lost (through theft or otherwise) or destroyed"

If the Equipment, including but not limited to the Set-Top-Box, cables, wires, cards, and remotes are not received by KyLinTV within the next ten (10) business days, then in accordance with the Terms of Service we will charge your credit card the amount of $198.

Should you like to discuss this further, please call (877) 888-8588.Thank you in advance for your understanding.

Sincerely,


KyLinTV Customer Service

Well, needless to say I was furious! I called KyLinTV at the number they provided in the e-mail and was told they could not handle these issues over the phone. I would need to contact KyLinTV via e-mail to resolve the matter.

I then proceeded to e-mail support and explain that they had received the package. It was insured. I had the tracking information (and provided it to KyLinTV). And phone support cannot handle these issues.

A day later I received an e-mail that they were researching the issue with receiving and would make a note on my account. Another day later they admitted to receiving the package and said everything was ok.

A great slap in the face after putting up with all their sh!t for over half a year of outages!!! Whatever happened to "Free STB?" And I was a member for over a year.

I have heard reports for readers and posters on this blog that KyLinTV was pulling the same trick with them. It seems in my opinion that KyLinTV may be fraudulently charging people for their Set-Top-Boxes when returned. If I hadn't had evidence and insurance they would likely have charged me for not returning the box.

So, word to the wise, INSURE and GET TRACKING when sending back your box. KEEP the TRACKING INFORMATION.

Good riddens KyLinTV! Thanks for the fnck in the @ss and slap in the face.

Goodbye KyLinTV & Call to Action

After half a year of outage (I was a paying customer for almost about 1.5 years), deceptive practices, and no progress from KyLinTV I finally boxed up the Set Top Box (Which isn't free as another person found out, it's on a $198 loan) and sent it back on my own buck.

While KyLinTV was plagued with Mainland outages, DishNetwork and DirectTV were able to maintain service. FTA programming remained available as well. KyLinTV blaming the Chinese government for the outage repeatedly was a poor excuse in my opinion.

The video quality degraded and was never great to begin with. Artifacts, synchronization problems, buffering issues all were never solved and never improved. Comments were ignored and support was slow to respond.

The programming offered in lieu of the advertised channels Fig. 1,2were channels KyLinTV should have been paying me to watch most of the time. It is a issue of taste of course, but I joined for certain channels and was force fed something else. Month after month KyLinTV promised "Soon the outage will be over," but nothing happened. Just more channels that quite frankly sucked and none of the channels returning which they advertise! Customer even posted to this blog stating that KyLinTV wasn't informing them of the outage when they were signing up for new service. Per my advice they called KyLinTV back and specifically asked. Upon this the answer was given that their monthly fee would be reduced and admission of the outage was explained.

Fig. 1


Fig. 2




Ending service was as enjoyable as the past half a year of service. It wasn't. Had to send back the STB, so it wasn't really "Free" as advertised on the very first page of their website. Fig.3,4 Not only that, I had to box it and pay for return shipping. No offer of a return shipping container or anything. Just, "OK, your account has been canceled, just send it back to us."

Fig. 3



Fig. 4



I think the FTC should be alerted to the false advertising that KyLinTV habitually carries out. Maybe if enough people file formal complaints something will be done ;-)

I will keep the blog going for all the KyLinTV customers out there and as a warning to future consumers.

I would like to also extend my willingness to KyLinTV to review their products should they ever decide to want a fair and balanced report to the public. During this whole time I was a paying customer and this blog has recorded the issues, treatment and history of my time with KyLinTV.

I hope that my effort and time can serve as an informational tool for others. Of course, everything I wrote is only my opinion and that may not be valued by all. Nonetheless, I hope that I have helped just one person.

Goodbye KyLinTV

Official Newsletter from KyLinTV

Dear Subscribers,

Recognizing November is the thankful month of the year, this month KyLinTV brings you several heart-felt dramas, a special "Thanksgiving Day Spotlight" and a new popular TV channel. We hope that you and your family will share the Thanksgiving holiday with KyLinTV!

In November, KyLinTV presents:

* Sky Link TV Premium Channel (NEW!): Based on the west coast, Sky Link TV delivers the latest, highest quality and most in-demand Asian dramas and local and international news as well as cultural programs to best serve the Chinese population living in America. The channel will also launch its own call-in talk show this month called "Sky Link Live Call-In."

The price for Sky Link TV Premium Channel is $3.99/month. KyLinTV will offer a special 2-week FREE preview from November 1st to November 15th for all KyLinTV subscribers. Early birds who order this channel before November 15th will also receive an extra 2-month FREE viewing of Sky Link TV! ORDER NOW so you can watch this great channel for free. To order Sky Link TV Premium Channel, please go to My Account on the Set-Top-Box or call 1-877-888-8598 and press 1.

* Sky Link VOD Theater: This new spotlight consists of the greatest hit dramas from mainland China, Hong Kong, Taiwan and Korea. This month's selection includes the historical drama Qiao's Grand Courtyard, idol drama Green Forest, My Home and the Taiwan-Korea co-production of Scent of Love. KyLinTV will also offer a special 2-week FREE preview for all KyLinTV subscribers from November 1st to November 15th.

* November Blockbusters: This month's blockbusters feature two sensational TV dramas (Women`s Worries and The Bottom Line) exploring men and women's relationships and one period drama (The Detective Di Renjie) relating to a famous magistrate in Chinese history. Both Women`s Worries and The Detective Di Renjie will be broadcast FREE on the Yangtse and Kunlun Drama channel.

* Thanksgiving Celebration - A Collection of Chinese Food: This spotlight delivers a variety of cooking methods covering a number of traditional Chinese cuisines, which will help you to prepare for a Chinese-theme Thanksgiving Day dinner. Refreshing appetizers, home-made soups, gourmet treats and savory fruit salads create a Thanksgiving feast for your family.

* A Grateful Heart--Thanksgiving Day Special: This spotlight includes Where is Happiness, a 2007 smashing hit TV drama about a conflict between love and marriage, an enchanting city romance TV series Love in Paris, a funny light-hearted drama The Capture Of Yokomiti Yasuroku, a big-budget animated TV series Legend of Seven Animal Heroes and a variety program titled Celebrity Family, which reveals personal family stories of your favorite celebrity stars.

* KyLinTV will continue to extend its FREE OFFER of Phoenix Premium Channel Package: Phoenix InfoNews, Phoenix North America, and ATV until the end of November. You can also watch the final competition of 2007 Miss Chinese Cosmos Beauty Pageant on November 3rd on Phoenix America or in the spotlight.

KyLinTV looks forward to bringing you the best Chinese TV programs. We will be offering more holiday surprises and specials for you this December. So please stay tuned for more exciting programs very soon!

KyLinTV wishes you HAPPY THANKSGIVING. If you have any questions, please contact us at 877-888-8598.

Sincerely,

KyLinTV Inc.

Mainland Channel Service Update

I spoke with KyLinTV today and asked about the Mainland channels coming back. I was told by a representative that the holdup is with the Mainland Chinese government restructuring the way channels are censored through before being sent out internationally. Contracts are already in place between KyLinTV and the TV stations in China. However, the government must now approve the changes that have been made and ensure full compliance regarding the censorship and processing methods.

I have no idea who to contact in China to get their side of the story so please keep in mind that this is only KyLin's version and it cannot be confirmed as of now. If any one has contacts that may be helpful please let me know.

The problem still remains that customers don't have service.

I wonder why DirectTV and Dish Network and FTA (Free to Air) stations are not having similar issues?

I at least give KyLin credit for providing good phone customer support and taking the time to explain what their side of the story is. I must say that I have always had positive experiences when dealing with their customer support. Mistakes are sometimes made but they are eager to correct them and always helpful.

KyLinTV... Seems like they are going down :-(

Mainland Channel Outage

Well, anyone with KyLinTV service has likely been concerned over the past several months. With every passing day things drag on and nothing happens. KyLinTV doesn't update us and progress seems to be really, really slow.

Service for all the Mainland channels has been out since the middle of the Summer. Only Video-On-Demand (Cost extra) and all the channels KyLinTV should be paying me to watch are available.

Lack of Updates

The service update informing customers that KyLinTV is working to resolve the problem is far outdated and not very informative. It states that Summer is almost over and soon September will be here. Well, it is October now and no new news.

Deceptive Sales

Of course, on their website there are no user forums, outage information, updates or warnings to new customers that they are going down the tubes. Really, wrong of them in my opinion to not warn customers and not take care of current customers. How hard is it to type a message and broadcast it?

Oddly, KyLinTV does advertise the Mainland channels are part of their service. At best this is deceptive. At worst it is a matter for the FTC.

It is unfortunate that things have come to this. Maybe the outage is not the fault of KyLinTV but they need to take care of us customers and be completely honest with new ones.

They Were Trying, Not Anymore

Now, let me give KyLinTV a little credit. They are providing some really crappy programming for free via Video-On-Demand. Crappy is an understatement, it is so bad I can't explain it. Phoenix North America Channels for free, not very interesting, especially for people interested in Mainland issues. And some of the absolute worst "live" programming available. I know they are trying but this isn't working anymore.

Political Issues

I don't know who is to blame for the outage. KyLinTV or Mainland TV programmers. Either way here is the deal.

Right now ALL I get is a Taiwanese viewpoint. By holding up the Mainland perspective and programming there is an interesting thing happening. KyLinTV subscribers are getting one side of the story about back home. They get the Taiwan/American slant on everything. Often, the viewpoint is so slanted it is amusing.

So here is my question and stay with me here. Is KyLinTV a purposely refusing to air Mainland programming? Is this a pro-Taiwan / anti-Mainland China action? Is political influence being exerted by the American or Taiwanese governments?

It is just a curious situation and something worth thinking about. I am not saying there is a conspiracy or anything but without any explanation from either KyLinTV or the Mainland we are are left in a mystery. I wish one side would come out and force the other's hand in providing an explanation.

Competition Coming?

Anyhow, why doesn't China Telecom start sending IPTV boxes overseas and providing Mainland service to overseas markets? I mean the debut in several cities over the past year or so has already taken place in the Mainland. Hmm... maybe that is what is happening. Maybe KyLinTV is going to be forced out of the market by emerging services from major providers.

KyLinTV, Still Not a Player

Well, either way KyLinTV doesn't seem to be ready for the "big-time" yet. They were the first to come and it is looking like they may be the first to go as well. They intermittent service, lack of updates and complete halt of innovation all signal bad things to come in my opinion.

KyLinTV Customer Service EXCELLENT!!

Well, I was having a lot of trouble with KyLinTV the past few weeks. Turns out it was my wireless router was on the fritz. However, KyLinTV was extremely helpful. They were quick to respond to e-mail support requests. They also responded with useful and worthwhile comments. So many technical support centers simply respond with, "Call us." In addition, KyLinTV called me I don't even know how many times trying to correct the issues. They were technically knowledgeable and I can't say enough good things about their support team.

They speak Chinese and English very well and there is no communication problem even during the most technical issues.

Good Job KyLinTV!

Channel Cutting, Monthly 50% Discounts, Free VOD, Channel Changes

Ok, so one poster asked what is happening with KyLin cutting so many channels. Well I received this e-mail from them and I think it answers the question.

Does it suck, yes. Are they attempting to make amends, yes. So, even though I am pissed I am happy the bill is dropping by half.

========

Dear Subscribers,

With the coming of another exciting summer, KyLinTV would like to take this opportunity to share some late breaking, important news with you. First, with school out for the summer, we are offering many special and fun packages to our customers:

- FREE VOD viewing of July Blockbuster: 90 hours of the latest and best TV dramas from China and Korea.

- FREE Phoenix Premium Channels: All KyLinTV subscribers will get a free month of the Phoenix Premium Package in August.
KyLinTV customers will be able to watch Phoenix Infonews, Phoenix North America and ATV for FREE from August 1st to August 31st. Viewers shouldn't miss the 2007 Miss Chinese Cosmos Pageant airing August 26 - 31st on Phoenix North America. KyLinTV is proud to be this year's pageant title sponsor. In addition, one of the pageant finalists will be chosen as the new KyLinTV spokesperson for 2007-2008.

- NEW KyLinTV Channels: Three new channels bringing 24/7 drama, variety shows, children's education and entertainment programs to KyLinTV viewers.

- Two New Spotlights for the Youth: The "Glorious Youth--Belt Out in July" contains popular music singers or group concerts such as F4 Forever 4 2006 Concert, Beyond Farewell Concert, Jay Chou-Incomparable Live Concert, Dick & Cowboy Concerts and others. The "Youth Stories - Love in July" contains great animation films for young kids.

More news we want to share with you and for which we need your support is that starting July 16th KyLinTV will remove additional mainland Chinese channels from service in addition to the five provincial channels that were suspended earlier this month. These are temporary adjustments until the Chinese government agencies in charge of television content can finish restructuring all the provincial and city channels to be broadcast outside of China. KyLinTV is working closely with all the relevant
organizations to restore these channels as soon as possible.

During this trying period, KyLinTV will continue to provide the following channels to its customers: Sun TV, Mac TV, IAVC, Sino TV, SinoVision, LA 18, Da-Ai, BLTV and the KyLinTV Variety channel. And don't forget, the Phoenix Premium Channels (Phoenix Infonews, Phoenix North America and ATV) are free for the month of August.

Special Summer Discount: Besides the above news, you will now receive a special summer discount of 50% or more off your monthly subscription fee! KyLinTV is offering our valued customers a special summer discount for the months of July and August. Based on your current KyLinTV subscription package, you will receive the following special savings:

- Basic Monthly ($16.99) Subscription: Pay only $8.49/month
- Mother's Day Special: FREE in July and August
- Father's Day Special: FREE in July and August
- Basic Annual ($174.00) Subscription: +2 additional months FREE
- Super Value ($420.00) Subscription: +3 additional months FREE
- Phoenix Premium Monthly ($9.99) Subscription: FREE in August
- Phoenix Premium Annual ($110.00) Subscription - +1 additional month FREE

If you have any questions, please don't hesitate to contact us at 877-888-8598. As always, KyLinTV would like to thank you for your continued support and look forward to bringing you the best Chinese TV programs.

Sincerely,
KyLinTV Inc.

Four New Channels on KyLinTV

Four More additions to the KyLinTV lineup! This is great, if they keep it up TV in North America will have as many options as in China!

• ETTV Global - ETTV GLOBAL is a variety channel delivering top rated shows each new season. Programs include drama series, talk shows and miniseries from Taiwan and China. Talk shows and entertainment programs already receive great responses from the subscribers satisfying the interests of Chinese speakers in the United States. ETTV GLOBAL provides breaking news updates including domestic and international coverage. Most importantly, ETTV GLOBAL now broadcasts programs produced from the ETTV America Headquarters located in Los Angeles.

• ETTV News - ETTV NEWS is a 24-hour news channel, dedicated to providing objective, fair and extensive news coverage. The regional news team provides complete coverage of local and community news. ETTV travels nationwide transmitting news - live via satellite. Taiwan's top anchors bring the latest news and current events directly from Taiwan to keep subscribers informed with up-to-the-minute news. ETTV has established cooperative ties with over 20 international media organizations in the US, Europe, Japan, Hong Kong and Singapore to facilitate news worldwide with affiliate networks such as CNN, Phoenix TV, BBC, Reuters and ABC.

• ETTV YOYO - ETTV YOYO is a channel dedicated to serve the youngest audience featuring exclusive programs for children up to 7 years old. Unlike other children's channels, ETTV YOYO takes a holistic approach to programming by encouraging parents and adult caretakers to watch the programs alongside their youngsters on a daily basis. ETTV YOYO features DIY educational items and internationally popular cartoons designed for children from all cultural backgrounds. ETTV YOYO has become widely popular and statistics show its ratings have surpassed Disney-Taiwan.

• Sino Vision - SinoVision was launched in 1990 as a Chinese language television program provider serving the Chinese community with locally produced news, and a variety of entertainment programs in Mandarin.
  
  Market Coverage
  · Five Boroughs of New York City
  · New Jersey, Connecticut, and sections of Pennsylvania
  · Long Island, including Nassau County and part of Suffolk County
  · Upstate New York including Westchester

Video Quality Improving!

Okay, I am not sure what KyLinTV has done recently to improve their video quality, particularly for the live TV programming, but it is much better than in the past. I must compliment KyLinTV for their efforts as this was a major issue and I have made many complaints regarding this problem. Still not perfect, but getting much closer :)

Video-On-Demand Review

Well, I have been viewing a lot of Video On Demand (VOD) with KyLinTV the past couple of days and it really looks great. I must admit that it seems worth the value ($.10-$1.50 US).

Resume Feature

I also really like the convenience of the "Resume" feature. I wish the TV Shows had that same feature. It is a real pain when you are watching a movie on one of the live TV channels and then suddenly either because of Internet issues, power outages or you need to leave and return later that you must restart the show from the beginning. That is where the VOD is really nice, you can stop and resume within 30 days!

Quality

If you have watched the "Live TV Shows," on KyLinTV, there is a noticeable difference in quality. The VOD is much higher quality! Smoother, better video/audio sync and less artifacts than appear in the "TV Programs".

Price

The price is very reasonable. This is especially true when compared to "Pay-Per-View" found on other networks. The prices range from $.10-$1.50 US Dollars per VOD. $.10 is for a special lasting less than 10 minutes, $.50-$.60 for a TV show and $1.00-$1.50 for movies and special shows lasting 60+ minutes. KyLinTV also offers a package which allows unlimited VOD viewing $420.00 US. If you interested in a TV Drama series you can view the first episode of most for free! While this is a great way to hook you into watching that series, it is also a great way to find new shows you are interested in watching. I think allowing you to watch that first episode for free is a great move on the part of KyLinTV.

Programming Selection

WOW! That best describes the selection. There are A LOT of choices, sports, movies, TVshows, specials, etc. The TV shows (drama) are really great! You can find the show you like by browsing KyLinTV's large library of Chinese language programming and then you can choose which episode from the entire series you want to watch. This is a great way to catch-up on missed episodes or just start back at the beginning and watch the progression of the show.
As mentioned earlier, the first episode in each series is usually free so you have nothing to lose by watching just to sample VOD or to see if the show actually sucks or not ;)

Conclusion

I would certainly recommend this feature if you are interested in catching up on your favorite dramas or just watching movies without going to the store or ordering DVDs from overseas.
I will actually be upgrading my subscription soon to the unlimited package.

Subtitle Info

We watch movies in a multi-lingual environment and it would be great to know if the shows and movies (especially on-demand) had subtitles and in what language before watching. Maybe the folks over at KyLinTV will add that sometime soon :) Just a little request...

Low Bandwidth Testing?

A new channel appeared recently, Testing. It appears to be a "test channel for lower bandwidth." I wonder what this is all about? What does KyLinTV qualify as "lower bandwidth?" I would like to see them perfect the higher bandwidth first ;)

Interesting New Web Site Introduction

 In case nobody else noticed KyLinTV just launched a new frontpage to their website describing their new holiday lineup.
http://kylintv.com

New Channels - Nice Move KyLinTV!

I must admit that the programming selection, on demand and growing selection is great with KyLinTV.
It looks like today a couple channels were added:

• Guangxi Television (GXTV) - GXTV is a channel that depicts local minorities' different culture and customs.
  
  GXTV was established in 1970, since then it has gained a favorable reputation, distinguished editors, a complete technology system and great program content. Today, GXTV is one of the most powerful media groups in southwest China.
  
  The promoted programs on GXTV are Find Jinhua, Folk Songs Show, Lovely GuangXi and Alliance ASEAN.
• The Travel Channel (TravelTV) - Travel TV is a channel that focuses on travel and entertainment. The expert travel information and reputable travel sources help shaped the featured programs.
  
  The Travel TV targets a young working class audience who seek exotic get-a-ways. Travel TV has an audience of over 3 million viewers. The promotional programs on travel TV include Travel World, Travel China, Eating with the Mr. Na, The Braves, Guide Entertainment, Stars Schoolroom, Beautiful Girl and Perfection Perform.

The holiday lineup looks interesting as well so I must give some credit where credit is due. Good job KyLinTV for adding programming! I do appreciate that for sure.

Full Screen - Are we ever going to have it?

I am sure many have noticed the issue with KyLinTV and the screen size. I certainly noticed it out of the box.
The problem is that the picture coming from the KyLinTV STB (Set Top Box) is not set to a resolution which fills a standard TV screen. Therefore, there are slim black bars on the right and left side of the screen at all times. Really annoying!
Another issue may be with their encoding process (which the first maybe as well, not sure).
I have noticed that with several programs there is a digitized looking static bar at the bottom of the screen. It reminds me of the VHS days when there would be stripes of interference across the screen on certain recordings.
I really hope that these issues can be resolved soon. KyLinTV, I hope that you are out there hearing my calls ;)

Introduction

Welcome,

This blog will review and discuss the Chinese language (mostly Mandarin but some Cantonese) IPTV service KyLinTV ( http://www.kylintv.com ).

Please feel free to comment on your experiences with KyLinTV and their services. Please post in English or Mandarin. If you want it translated let me know and I am happy to do that for you as time allows.

Neither myself nor this blog are officially associated with KyLinTV other than being a subscriber.