KyLinTV reviews and complaints 3
View all 22 complaintsKyLinTV - Quality of service
I always experience difficulties with the service this year. I had been a customer since 2006. Never thought the service would get worse. However this year whenever I fast forward when viewing, the box just "jump" the screen to the next program and I never got to see the programs I wanted without viewing the advertisements. I never have the patient and time to wait for that 5 to 10 minutes of advertisement of just after 10 minutes of viewing so I gave up. I expressed the frustration to the customer service and they didn't treat me seriously and refused to refund any fees.
KyLinTV - Billing Scam and Bad customer service
After many sale calls from the lady Mary, I took their hassle-free phone service trial on 7/16/2014. (I later found out she conveniently forgot to tell me the length of the trial period and they started charging monthly fee during the trial). I received the box on 7/18/2014. After a few tries, I found the call quality was not acceptable. So I called on 8/4/2014 to cancel the trial. Luckily, that was the end of the two-week trial period. The lady answered my call told me another person from cancellation department will contact me shortly. But since I was about to leave for vacation soon, I told them to call me asap. So a man called me back trying to persuade me to have their technical person looking into my problem. I agreed on the condition that he refund my first month's charge right away and email me the instruction about how to return the box right away, and I will contact their tech person in September after I come back from vacation. So he agreed and he also told me that he postponed my trial ending date to 9/10/14 so that there won't be more monthly charges.
But all that promises didn't happen. After I came back from vacation, I found out they not only didn't refund my first month's charge, but also charged another month's fee on 8/22/14. AND, I didn't get the email. So I said, that's it. I don't want to do business with this company any more. Then the true nightmare started. I spent hours and hours trying to reach a live person. I even submitted a call back request from their web site, but didn't get me anywhere. A few times I reached a live person by not selecting "cancellation", I got "ok, I will make a note and have people from cancellation department call you." I told them to call back during night time, because I work during the day. But every time, they left a call back number in my answering machine during the time when I was at work. As you can imagine, the call back number never worked. I had to call my credit card company to block this vendor from further charges.
On 9/17/2014, I finally reached a customer service rep Hilary, who was the only nice person I encountered. She finally emailed me the return instruction (I subsequently shipped back the box on 9/17/2014) and promised to have a billing person call me back to resolve the charges. The billing lady did call me back, but she was so rude and insisted that they refund my first monthly charge on 8/21/2014. I told her that's not what's showing up on my credit card. When I offered to show her my statement if she wanted, she gave me silence.
As of now, they are still holding my $50 deposit and two monthly charges, although they have already received my returned box ...
I regret ever used this company!
The complaint has been investigated and resolved to the customer’s satisfaction.
KyLinTV - crude stop service
We subscribed Kylin TV for a year, due to its receive box did not work, it replaced another one. Not body of kylin told need return the faulted one. Six month after kylin tv stopped the services on Feb. 11, right before Chinese New Year and 2010 winter Olympics, without any notice. Called and discussed with kylin tv staff, we were told need pay $198 for the box cost, or return it to kylin tv.
Kylin tv becomes a TYRANT as it has more customers now, vs to its beginning the business, begged us join and referral new customers for its service.
This company is the worst one we dealt with in the world. Its service people are awful. Don’t be cheated by its sales people. If you are lucky, chose anyone else, never kylin tv.
The complaint has been investigated and resolved to the customer’s satisfaction.
Totally agree! Tylin TV is the worst company -- poor service, worst customer service, charged to my credit card without permission. So disappointed!
Agree, Kylin is the worst company I experienced
Their ads are complete lies.
They cut off phone service without any notification.
Asked additional fee for the service customers didn't order and/or use.
They don't call back as they promised.
Kylin sucks! Don't ever use their service.
Dear Wendy,
Thank you for contacting me and giving me the opportunity to have your case resolved by April 26th. Again I really appreciate your time and you have already understood this misunderstanding is coming from your miscommunication to us.
Now as everyone understood and can check official statement from www.gw-tv.cn . KyLinTV is the ONLY IPTV company that was authorized to broadcast TV channels from Great Wall Package in North America. And KyLinTV is the ONLY company that delivers real HD quality Chinese TV stations outside of China. All other company claiming copy rights or HD are misleading and cheating customers.
As your case has been solved already in April 26th. I hope you have a wonderful day! Should you need any further assistance, please don't hesitate to contact me again.
Sincerely,
Joycey
KylinTV Customer Service Specialist
[protected] ext 8448
9am-5pm EST, Monday-Friday.
Kylin TV Customer service contacted me and removed the financial charge, I have already sent back the box to them.
I am not sure if I can remove my comments, but anyway, to be fair, there is followup from their CS.
it is a good job the OP was unable to watch the chinese new year celebrations on telly... the controllers had to turn down the brightness as most of the viewers were squinting...
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!
Dear Customer
We provide free STB to all subscribers who elect to lease the Equipment (set-top box ). For Customer who subscribe the service after Mar.2009 will need to pay a $50.00 USD refundable one-time deposit for each Equipment you lease as "Equipment Deposit".
Customer must return all Leased Equipments directly to KyLinTV's designated return address within ten (10) business days upon termination or cancellation of the Services or upon receiving KyLinTV's notice of revoking the grant of Additional Equipment(s). A charge for the difference between then market price of the Equipment (was $198.00 USD) and the Equipment Deposit you paid will be applied if you do not return the Equipments on time.
If there is still any questions, please feel free to contact me at [protected] ext 8448 between 9am-5pm Est Monday thru Friday, I will be able to assist you.
Sincerely,
Joycey
KylinTV Customer Care Specialist
KyLinTV Inc. 1600 Old Country Rd., Plainview, NY 11803 USA
joycey.guo@kylintv.com
[protected]( Toll-Free: 1.877.888.9598 extension 8448)
KylinTV is a joke. False advertising and charge you extra when right when you cancel their service. It's just sad for an Asian like me to see such a black-hearted Asian business. And KylinTv, dont use the word "FREE" when you'll charge your customer $198 for you "FREE" box. Stop your false advertisement. I'm sure that you'll eventually run into a lawsuit that you deserve.
Sincerely,
Former KylinTV viewer
Dear Little Lamb,
This is Joycey Guo, Customer Care Specialist of KylinTV. I am very sorry to hear about your story, and I apologize for any confusing and inconvenience caused by this issue.
I think there might have been some miscommunication or misunderstanding. Normally, we do free replacement for any unworkable STB, and also provide the free return label for Customer to return the old(unworkable) Equipments. In additional, we send notification by email or mail to Customer who didn't return the Equipment on time at least twice before we charge Customer STB deposit.
Although your case is from 1 year ago, I still would like to take care of your case and ensure your full satisfaction and give you the best we can. My direct phone number is [protected] (Or 1.877.888.9598 extension 8448), my working hour is Monday-Friday 9am-5pm EST. Or please kindly let me know your contact information so that I can email or talk to you and look into the details of your case.
As KyLinTV customer base is growing drastically during the past years globally, we are working hard to expand our capacity to handle every single case like your case. We are sincerely trying our best to give our customers highest satisfaction. We want to let you and other customers like you feel that we are responsible and responsive to any customers issue, and we do care about you.
Sincerely,
Joycey Guo
Customer Care Specialist
KyLinTV Inc. 1600 Old Country Rd., Plainview, NY 11803 USA
joycey.guo@kylintv.com
[protected]( Toll-Free: 1.877.888.9598 extension 8448)
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