[redacted] *** [redacted] [redacted] Dear [redacted] , Thank you for forwarding [redacted] *** ***’s complaint to usKyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organization.We have carefully reviewed [redacted] ***’s account after receiving this complaintAccording to our records, [redacted] called us on and reported that TV (a free religious channel) was not broadcasting properlyOur techsupport department checked immediately and found the problem was caused by content provider’s internet instabilityWe reported the issue right away but need some time to fix itAll of other channels we carry have no problem.On 0615, [redacted] called us again to cancel the service immediately and requested a $refund for June subscription fee Our customer service representativeexplained to [redacted] that since his billing cycle started on the 1st day of each month, June subscription fee had been charged and was unable to refund to him based on our terms of serviceAs a result, we would cancel his account on (before the next charge date) instead According to our terms of service, the customer may cancel his/her subscription for any reason at any time by calling usThe cancellation will take effect on the 1st day of his/her next billing cycleIn the event that the account is cancelled, fees for all VOD movies and TV drama episodes viewed before the termination of the Services will be due immediately and be charged on the designated form of paymentWe spoke with [redacted] on 0615, since it was a content issue that leads to the cancellation, we agreed to cancel the account immediately and refund June subscription feeThe refund of $will be made in business days and the money will be back to [redacted] ***’s credit card We believed this complaint raised by [redacted] has been completely settledShould you require any additional information, please do not hesitate to contact me at [redacted] Sincerely, [redacted]
[redacted] Arial"> To: [redacted] From: [redacted] [redacted] Re: Case No [redacted] Dear [redacted] , Thank you for forwarding [redacted] ***’s complaint to usKyLinTV takes our customer’s complaint very seriously as we pride ourselves in being a customer friendly organization According to our records, [redacted] has been KyLinTV’s customer since April [redacted] 2014, and he had subscribed to a KyLinVoice unlimited $month prepaid plan package through our local reseller SkyPro Tek (Reseller ID 2042) [redacted] paid a total of $on 0414, including dollar phone box deposit, year unlimited use of phone service charge and local communication tax [redacted] ***’s prepaid month plan ended on Based on our terms of service, we automatically renewed his annual plan after emailing him a system generated plan expiration notice and getting no responseA total of $was charged to his credit card on However, [redacted] contacted our call center on and claimed that when he initially ordered our service, the reseller provided him a buy one year get second year free discount We didn’t have any promotion like thisThe reseller obviously provided wrong information to [redacted] ***Reseller has been terminated in Septand we are unable to verify this with himOur senior customer service representative [redacted] and call center [redacted] spoke with [redacted] ***, and offered a few discount options including year free TV or free overseas call back number [redacted] refused free TV and call back number, but accepted a $off from his original annual charge of $(Tax included) A refund was made to [redacted] ***’s credit card on for $21.78, including $subscription fee and $taxAs a result, [redacted] agreed to stay with us for more year from to at final cost of $ We believed this complaint raised by [redacted] has been completely settled and this case should be closed now Should you require any additional information, please do not hesitate to contact me at [redacted] Sincerely, [redacted]
[redacted] *** [redacted] [redacted] Re: Case No [redacted] Dear [redacted] , Thank you for forwarding [redacted] ***’s complaint to usKyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organizationWe have carefully reviewed [redacted] ***’s account after receiving this complaintAccording to our records, [redacted] has been our customer since July ***, 2014, and he had subscribed to a VOD Select Pack (For other device) from our official website www.kylintv.com with subscription charge of $per monthThis is a no-contract package that allows the customers to cancel anytime by calling our service hotlinePlease find the attached screenshot which demonstrates our online ordering processWhen [redacted] ordered this service on our website, our system required him to agree on our terms of service [redacted] needed to check the box to confirm he had read and agreed on our terms of service, otherwise he just couldn’t submit the orderSince the order went through, [redacted] must have read, understood and accepted our service termsHere below are some highlights from the terms of service related to [redacted] ***’s case: - The customer agree to provide KyLinTV, at initial sign-up, with a valid major credit card or an authorized bank account acceptable to KyLinTV as the designated form of payment to pay for his/her subscribed Service, and will maintain the validity of payment information while his/her subscription is active unless we otherwise agree upon - The customer’s monthly statement of KyLinTV Services will be available online through his/her KyLinTV accountIf there is any disputed item in the statement, he/she shall notify KyLinTV of such disputed item within thirty (30) days of notice, or such greater amount of time as permitted by lawFailure to timely notify us of a dispute shall constitute his/her acceptance of the corresponding bill- The customer may change his/her subscription in accordance with Section of this Agreement or cancel the Services in accordance with Section If he/she does not choose either of the actions as instructed in each section, the Monthly Subscription will automatically be renewed each month at the then prevailing subscription fee for the same package- The customer may cancel a Monthly Subscription for any reason at any time by notifying us at ###-###-####He/she must pay all outstanding balances accrued, including without limitation, any applicable feesCharges for the Services, once charged to his/her account, are non-refundable, and no refund or credit will be provided in connection with the cancellation of the ServiceThe cancellation will take effect on the 1st day of his/her next billing cycleI have attached a completed copy of the terms of service in both English and ChineseWe didn’t really hear from [redacted] until NovOn 112015, our customer care center representative Sandy Z [redacted] received a call from [redacted] ***During the conversation, MrYuxing Cheng claimed that he had never used our service and he cancelled this service online a few months after orderingSandy explained to [redacted] that we didn’t receive his cancellation request in any format and as a matter of fact, we don’t accept online cancellation request at all (as per our terms of service listed above)Eventually, [redacted] was convinced to settle the case by month subscription charge refundSandy cancelled [redacted] ***’s account right away and month service charge of $was refunded to [redacted] ***’s credit card ending [redacted] on the same day(Refund payment ID [redacted] ) We thought the argument was peacefully resolvedHowever surprisingly enough, we received a bank notice on that [redacted] contacted his credit card company and charged back month subscription fee $($9.99/month x months) We have contacted [redacted] last week, and we really don’t want to see our relationship with a customer ends with an argumentFor customer service reason, other than the month fee [redacted] had taken back, we agree to refund additional month subscription charge of $($x months)We have proposed this to [redacted] over the phone and are waiting for his feedbackPlease urge [redacted] to call or email usHopefully we can close this case shortly and peacefullyShould you require any additional information, please do not hesitate to contact me at [redacted] Sincerely, Zhong W [redacted] Administration Specialist
I always experience difficulties with the service this year I had been a customer since 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 to minutes of advertisement of just after 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
April **, To: [redacted] , [redacted] From: [redacted] KyLinTV [redacted] Re: Case No [redacted] Dear [redacted] , Thank you for forwarding [redacted] ***’s complaint to usKyLinTV takes our customer’s complaint very seriously as we pride ourselves in being a customer friendly organization After receiving this complaint, we have spoken with [redacted] again on and [redacted] confirmed to us the $refund check is received We believed this complaint raised by [redacted] has been completely settled and this case should be closed now Should you require any additional information, please do not hesitate to contact me at [redacted] Sincerely, [redacted] Administration Specialist
Date: Dec***, 'Arial','sans-serif To: [redacted] From: [redacted] KyLinTV [redacted] Re: Case No [redacted] Dear [redacted] , Thank you for forwarding [redacted] ***’s complaint to usKyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organization Regarding [redacted] ***’s latest request for the refund of $equipment deposit as soon as possible, [redacted] subsricpted to our services on She paid $deposit by credit card to us when she subscribed our services [redacted] cancelled her service on and we received her leased equipment on Normally it would take us – weeks after we received our equipment to process the check refund back to customer We have originally scheduled a refund to her on Due to [redacted] ***’s urgent request, we have sent a dollar refund check out to her today(Please find the attached copy of refund check) We have contacted [redacted] and explained to her about our refund process and she understood Again, we apologize for any inconvenience that we have caused for [redacted] ***, and we believed this complaint raised by [redacted] has been completely settled and this case should be closed Should you require any additional information, please do not hesitate to contact me at [redacted] Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: The matter has not been resolvedI had been busy, but I did communicate with KylinTV on Saturday pointing out their unauthorized or hidden chargesEnclosed, please find my email to KylinTV Sincerely, [redacted] ***
[redacted] *** [redacted] *** [redacted] [redacted] Dear [redacted] , Thank you for forwarding *** [redacted] ***’s complaint to usKyLinTV takes our customer’s complaint very seriously as we pride ourselves in being a customer friendly organization*** [redacted] claimed in his complaint that the equipment, including TV and voice set-top-boxes we sent to him, are not brand new [redacted] felt he was cheated and thereforecancelled our service for this reasonPlease understand due to the nature of our business, we do recycle the boxes from customers that are not in use of themBut before sending them out again to new customers, all the equipment will be tested and refurbished in our shipping centerWe will make sure all the boxes we release are in good working conditionsThe boxes might still have some light signs of wear but they are clean and with good appearancesAlso [redacted] didn’t purchase these boxesThey are still KyLinTV’s propertiesWe rent the boxes to [redacted] ***, which means: [redacted] didn’t pay any money for the box ownershipIn case the box is damaged during *** ***’s stay with us, we will replace it at no cost to [redacted] ***We will even be responsible for full shipping cost of the replacements.This will well protect our customers’ interests and allow the customers to use the service with no worry The equipment recycling will help us to lower the business operation cost therefore keep our prices lowRecycling is also the best way to avoid the waste of resources.As per our terms of service, cancelled customers need to return all the rented equipment back to us at their own costHowever [redacted] refused to pay for the return shipping and therefore hold the boxes after his account cancellation on We sent many notices and called [redacted] to urge him to return the boxes but no positive responsesTherefore [redacted] ***’s account was sent to collection agency on for an AR amount of $223, including $198, the value of boxes, and $collection fee.We spoke with [redacted] again after receiving this complaintThe shipping cost is small and we don’t want to waste any more time arguing thisTherefore we haveagreed and emailed an [redacted] prepaid return shipping label (Tracking # [redacted] to [redacted] ***, and [redacted] agreed to return the boxes in ten business days withthis return shipping labelOnce the boxes are received, we will waive the dollar collection fee and withdraw [redacted] ***’s case from the collection agency.We believed this complaint raised by [redacted] has been completely settled and this case should be closed now Should you require any additional information, please do not hesitate to contact me at [redacted] .Sincerely, [redacted]
Dear Revdex.com, We have communicated with [redacted] immediately after we received this complaint caseWe acknowledged to [redacted] that there was misleading from our resellers when [redacted] signed up initially back in Jan, The reseller didn’t clearly inform [redacted] of deposit, shipping fee and wireless adaptor fee After communication, We have given [redacted] the choice of the below two to settle the case completely: Cancel the service: We will do full refund and offer a free return label Keep the service: We will refund shipping fee $15, Wifi adaptor fee $and other wrong monthly charges if applicable [redacted] is busy and is currently revisiting the previous charges on credit card and discussing with family memberIn his recent email to us, he said he will get back to us by May [redacted] and inform us his final decision Thank you KyLinTV [redacted] ***
Re: Case No [redacted] Dear [redacted] , Thank you for forwarding [redacted] ***’s complaint to usKyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organization /> In response to [redacted] ***’s complaint, we had held an internal investigation *** [redacted] claimed that her KyLinTV service was subscribed as a result of fraud by one of our resellers – [redacted] ***Our initial investigation however could not provide enough evidence that any improper action has been taken during this transactionAfter we communicated with [redacted] and informed her the result, [redacted] provided her corresponding email records with the reseller which is an important evidence in favor of [redacted] ***From the email records, the reseller had possibly misled [redacted] and made the sales, and [redacted] requested to cancel her account on 0114, but the reseller didn’t inform us in regards to [redacted] ***’s cancellation requests Based on our terms of service, we provide our customers day free trial and customers can cancel service within this period of time for any reasonNo early termination penalty will be chargedwas still within day free trial period, so no penalty should be charged to [redacted] *** This is a serious matter and we have taken the action to penalize this reseller to make sure that he will not be able to continue misleading other customers We must apologize to [redacted] ***We have spoken with her husband on the phone to make our sincere apologyThe following actions will be (have been) taken: 1) We have writen off the early cancellation fee on her accoutWe should not charge her this fee from the beginning 2) We will go ahead to clear the Collection account which will take approx5-business days and there will not be any collection 3) We have already proceeded waiving the collection feeThere will not be any AR in her account anymore Again, we apologized for any inconvenience that we have caused for [redacted] ***, and we believed this complaint raised by [redacted] has been completely settled and this case should be closed Should you require any additional information, please do not hesitate to contact me at [redacted] Sincerely, [redacted]
[redacted] *** [redacted] [redacted] Dear [redacted] ,Thank you for forwarding [redacted] ***’s complaint to usKyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organization.Regarding [redacted] ***’s latest request for the refund of $equipment deposit as soon as possible, *** [redacted] paid $deposit by credit card for sets of equipment when hesubscribed to our services [redacted] *** called to cancel his subscription on and we received his leased equipment (boxes) on Since the month contract was not completed, [redacted] *** agreed us to charge $for early termination feeThe early termination fee was charged on 0415.Once we received sets of boxes on at KyLinTV shipping/receiving center, our accounting depttried to refund a total of dollars back to [redacted] ***’s credit card ending in [redacted] right awayHowever the refund was rejected by his credit card companyHere is the description of the failure:Description= [redacted] : The merchant is not setup to support the requested service(Credit Card ***) Refund reference # is [redacted] .We have tried to contact [redacted] at his numbers [redacted] and [redacted] several times but no one picked up and no one returned our messagesWe need *** ***’s instructions how this money can be refundedAlso based on our record, [redacted] has disputed the early termination charge of $on We have spoken with [redacted] after receiving this complaint and informedthe credit card company to let go $This amount of money had been returned to [redacted] ***’s credit cardIn addition, we have mailed out a check payment of $dollars (Copy attached)So [redacted] will receive a total of $from us as box deposit refundWe apologize for any inconvenience that we have caused for [redacted] ***, and we believed this complaint raised by [redacted] has been completely settled and this case should be closed Should you require any additional information, please do not hesitate to contact me at [redacted] .Sincerely, *** [redacted] [redacted]
Date: Oct*, [redacted] *** [redacted] ***Re: Case No [redacted] Dear [redacted] ,Thank you for forwarding *** [redacted] complaint to usKyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organization.According to our records, [redacted] has been our loyal customer since August, 2014, and he had subscribed to a Taiwan TV Pack Monthly plan for other devices with no contractThis means [redacted] can cancel our service any time as soon as we receive his cancellation request via phone or emailWe didn’t really hear much from [redacted] after his order was fulfilledHowever on 0715, our automatic system failed to charge [redacted] month subscription fee of $for service from to After failed attempt of charging, our system locked [redacted] account on and our service to him was terminated [redacted] account therefore has an AR balance of $24.14On 0915, we received [redacted] email request to cancel his accountOur customer service representative MrJay P [redacted] tried to call [redacted] and left messageWe officially cancelled [redacted] account on 09***/[redacted] complaint that he had sent in cancellation email request 3-months agoWe carefully checked our system and we couldn’t find such a recordHowever from customer service point of view, we agree to write off all the AR balance on [redacted] accountThe balance now is zero We have spoken with [redacted] this week and discussed with him about the solutionWe believed this complaint raised by [redacted] has been completely settled and this case should be closed Should you require any additional information, please do not hesitate to contact me at ###-###-#### or [redacted] .Sincerely, [redacted] ***Administration Specialist
[redacted] [redacted] *** [redacted] [redacted] ** [redacted] [redacted] [redacted] Dear [redacted] , Thank you for forwarding [redacted] ***’s complaint to usKyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organization Regarding [redacted] ***’s latest request for the refund of $equipment deposit as soon as possible, [redacted] subscripted to our services on He paid $deposit by credit card to us for sets of equipment when he subscripted our services [redacted] called to cancel his services on and we received his leased equipment (boxes) on Since [redacted] changed the credit card number in our system, our customer care representative called him and left message on on how the refund needs to be made, by check or credit card, and which credit card number [redacted] claimed that he had difficulties to contact our call centerWe have to admit that during busy hours when the call volume is high, customer may have to wait for a longer time to speak with our customer care representativeOur management is doing our best to reduce the wait timeWe have analyzed the phone conversations of call center agents, identify the key components of a typical conversation, understand the critical issues, questions, or common themes, and train our call center representatives accordinglyThis had no doubt ensured our staff become more proficient and skilled in handling certain customer questions and had led to lower call center wait times for our customers We have contacted [redacted] and made refund of dollars to his new credit card as per his instruction Again, we apologize for any inconvenience that we have caused for [redacted] ***, and we believed this complaint raised by [redacted] has been completely settled and this case should be closed Should you require any additional information, please do not hesitate to contact me at [redacted] Sincerely, [redacted]
Date: Sept***, 2015*** [redacted] *** [redacted] *** [redacted] *** *** [redacted] Thank you for forwarding [redacted] complaint to usKyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organization.We have carefully reviewed [redacted] account after receiving this complaintAccording to our records, [redacted] ordered Great Wall TV month prepaid package on April ***, 20**And her annual subscription was renewed on with an expiration date of In the beginning of July 2015, a few weeks before the annual plan expired again, wesent an email reminder to [redacted] and informed her that her credit card will be automatically charged for more year service unless she contacted us for account status changeWe didn’t hear from her after the reminder was sentHowever, on when our automatic system attempted to collect annual service fee from her credit card, her visa card was failed to be chargedOur customer service representative MsSandy Z [redacted] spoke with [redacted] on As per [redacted] request, Sandy agreed to accept a check payment insteadAlso as a special promotion to loyal customer like [redacted] ***, Sandy offered a deep discounted price for the new annual subscription.We expected to receive the payment check by mail in weeksWe were unable to leave [redacted] account active for too long wit***t receiving the paymentOn 0815, since the check was not received yet, [redacted] service was terminatedThe check arrived days later on 0815, we reactivated her account right afterWe spoke with [redacted] last Friday night and sincerely apologized to her for any incontinence this has causedWe s*ld talk to her before termination of our service to her [redacted] accepted our apology and decided to keep our serviceWe had renewed her annual plan starting from and provided her extra month freeHer new annual subscription will end on We believed this complaint raised by [redacted] has been completely settledS***ld you require any additional information, please do not hesitate to contact me at ###-###-#### or [redacted] Sincerely,Zhong W***Administration Specialist
I use their services for years,when I change a new service,they don't want return my diposit money $50.I called many time to ask my money return,they lie to me a lot.Until months later they just sent me check
[redacted] [redacted] [redacted] *** [redacted] *** [redacted] [redacted] [redacted] Dear [redacted] , Thank you for forwarding [redacted] ***’s complaint to usKyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organization According to our records, [redacted] has been our loyal customer since May ***, 2013, and she had subscribed to a KyLinTV basic channel package with a month prepaid contract She has been using our service for year and right before the contract ended, she called our service center on to cancel her accountThe reason for cancellation is no time to watch Chinese channelsOur customer care representative [redacted] Ip spoke with her on and successfully convinced her to stay with us and offered her a free account suspension from to She agreed to continue an year contract with deep discounted price of $a year ($with tax) after her account reactivation on The annual subscripton fee and tax of $was charged from her credit card on after the renewal contract was confirmed by her We have not heard from her in the next and half month until We understood that [redacted] tried to contact us to again cancel the account in the end of Octand the beginning of NovUnfortunately, due to the huge volume of incoming phone calls initiated by the current year end promotions, we were unable to serve [redacted] in time of need [redacted] had spoken with our customer care representative [redacted] on 1114, [redacted] terminated her service right away as per her requestHer account was officially cancelled on and $subscription with tax was refunded to her credit card ending in [redacted] per her instructionDuring our telephone conversation, we also reminded [redacted] that she has to return the leased equipment back to us in order to get back the refund of $box depositThe box deposit refund will take approximately business days upon receipt the equipment Again, we apologized for any inconvenience that we have caused to [redacted] ***, and we believed this complaint raised by [redacted] has been completely settled and this case should be closed Should you require any additional information, please do not hesitate to contact me at ###-###-#### or [redacted] Sincerely, [redacted]
[redacted] *** [redacted] [redacted] Dear [redacted] , Thank you for forwarding [redacted] *** ***’s complaint to usKyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organization.We have carefully reviewed [redacted] ***’s account after receiving this complaintAccording to our records, [redacted] called us on and reported that TV (a free religious channel) was not broadcasting properlyOur techsupport department checked immediately and found the problem was caused by content provider’s internet instabilityWe reported the issue right away but need some time to fix itAll of other channels we carry have no problem.On 0615, [redacted] called us again to cancel the service immediately and requested a $refund for June subscription fee Our customer service representativeexplained to [redacted] that since his billing cycle started on the 1st day of each month, June subscription fee had been charged and was unable to refund to him based on our terms of serviceAs a result, we would cancel his account on (before the next charge date) instead According to our terms of service, the customer may cancel his/her subscription for any reason at any time by calling usThe cancellation will take effect on the 1st day of his/her next billing cycleIn the event that the account is cancelled, fees for all VOD movies and TV drama episodes viewed before the termination of the Services will be due immediately and be charged on the designated form of paymentWe spoke with [redacted] on 0615, since it was a content issue that leads to the cancellation, we agreed to cancel the account immediately and refund June subscription feeThe refund of $will be made in business days and the money will be back to [redacted] ***’s credit card We believed this complaint raised by [redacted] has been completely settledShould you require any additional information, please do not hesitate to contact me at [redacted] Sincerely, [redacted]
[redacted] Arial"> To: [redacted] From: [redacted] [redacted] Re: Case No [redacted] Dear [redacted] , Thank you for forwarding [redacted] ***’s complaint to usKyLinTV takes our customer’s complaint very seriously as we pride ourselves in being a customer friendly organization According to our records, [redacted] has been KyLinTV’s customer since April [redacted] 2014, and he had subscribed to a KyLinVoice unlimited $month prepaid plan package through our local reseller SkyPro Tek (Reseller ID 2042) [redacted] paid a total of $on 0414, including dollar phone box deposit, year unlimited use of phone service charge and local communication tax [redacted] ***’s prepaid month plan ended on Based on our terms of service, we automatically renewed his annual plan after emailing him a system generated plan expiration notice and getting no responseA total of $was charged to his credit card on However, [redacted] contacted our call center on and claimed that when he initially ordered our service, the reseller provided him a buy one year get second year free discount We didn’t have any promotion like thisThe reseller obviously provided wrong information to [redacted] ***Reseller has been terminated in Septand we are unable to verify this with himOur senior customer service representative [redacted] and call center [redacted] spoke with [redacted] ***, and offered a few discount options including year free TV or free overseas call back number [redacted] refused free TV and call back number, but accepted a $off from his original annual charge of $(Tax included) A refund was made to [redacted] ***’s credit card on for $21.78, including $subscription fee and $taxAs a result, [redacted] agreed to stay with us for more year from to at final cost of $ We believed this complaint raised by [redacted] has been completely settled and this case should be closed now Should you require any additional information, please do not hesitate to contact me at [redacted] Sincerely, [redacted]
[redacted] *** [redacted] [redacted] Re: Case No [redacted] Dear [redacted] , Thank you for forwarding [redacted] ***’s complaint to usKyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organizationWe have carefully reviewed [redacted] ***’s account after receiving this complaintAccording to our records, [redacted] has been our customer since July ***, 2014, and he had subscribed to a VOD Select Pack (For other device) from our official website www.kylintv.com with subscription charge of $per monthThis is a no-contract package that allows the customers to cancel anytime by calling our service hotlinePlease find the attached screenshot which demonstrates our online ordering processWhen [redacted] ordered this service on our website, our system required him to agree on our terms of service [redacted] needed to check the box to confirm he had read and agreed on our terms of service, otherwise he just couldn’t submit the orderSince the order went through, [redacted] must have read, understood and accepted our service termsHere below are some highlights from the terms of service related to [redacted] ***’s case: - The customer agree to provide KyLinTV, at initial sign-up, with a valid major credit card or an authorized bank account acceptable to KyLinTV as the designated form of payment to pay for his/her subscribed Service, and will maintain the validity of payment information while his/her subscription is active unless we otherwise agree upon - The customer’s monthly statement of KyLinTV Services will be available online through his/her KyLinTV accountIf there is any disputed item in the statement, he/she shall notify KyLinTV of such disputed item within thirty (30) days of notice, or such greater amount of time as permitted by lawFailure to timely notify us of a dispute shall constitute his/her acceptance of the corresponding bill- The customer may change his/her subscription in accordance with Section of this Agreement or cancel the Services in accordance with Section If he/she does not choose either of the actions as instructed in each section, the Monthly Subscription will automatically be renewed each month at the then prevailing subscription fee for the same package- The customer may cancel a Monthly Subscription for any reason at any time by notifying us at ###-###-####He/she must pay all outstanding balances accrued, including without limitation, any applicable feesCharges for the Services, once charged to his/her account, are non-refundable, and no refund or credit will be provided in connection with the cancellation of the ServiceThe cancellation will take effect on the 1st day of his/her next billing cycleI have attached a completed copy of the terms of service in both English and ChineseWe didn’t really hear from [redacted] until NovOn 112015, our customer care center representative Sandy Z [redacted] received a call from [redacted] ***During the conversation, MrYuxing Cheng claimed that he had never used our service and he cancelled this service online a few months after orderingSandy explained to [redacted] that we didn’t receive his cancellation request in any format and as a matter of fact, we don’t accept online cancellation request at all (as per our terms of service listed above)Eventually, [redacted] was convinced to settle the case by month subscription charge refundSandy cancelled [redacted] ***’s account right away and month service charge of $was refunded to [redacted] ***’s credit card ending [redacted] on the same day(Refund payment ID [redacted] ) We thought the argument was peacefully resolvedHowever surprisingly enough, we received a bank notice on that [redacted] contacted his credit card company and charged back month subscription fee $($9.99/month x months) We have contacted [redacted] last week, and we really don’t want to see our relationship with a customer ends with an argumentFor customer service reason, other than the month fee [redacted] had taken back, we agree to refund additional month subscription charge of $($x months)We have proposed this to [redacted] over the phone and are waiting for his feedbackPlease urge [redacted] to call or email usHopefully we can close this case shortly and peacefullyShould you require any additional information, please do not hesitate to contact me at [redacted] Sincerely, Zhong W [redacted] Administration Specialist
I always experience difficulties with the service this year I had been a customer since 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 to minutes of advertisement of just after 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
April **, To: [redacted] , [redacted] From: [redacted] KyLinTV [redacted] Re: Case No [redacted] Dear [redacted] , Thank you for forwarding [redacted] ***’s complaint to usKyLinTV takes our customer’s complaint very seriously as we pride ourselves in being a customer friendly organization After receiving this complaint, we have spoken with [redacted] again on and [redacted] confirmed to us the $refund check is received We believed this complaint raised by [redacted] has been completely settled and this case should be closed now Should you require any additional information, please do not hesitate to contact me at [redacted] Sincerely, [redacted] Administration Specialist
Date: Dec***, 'Arial','sans-serif To: [redacted] From: [redacted] KyLinTV [redacted] Re: Case No [redacted] Dear [redacted] , Thank you for forwarding [redacted] ***’s complaint to usKyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organization Regarding [redacted] ***’s latest request for the refund of $equipment deposit as soon as possible, [redacted] subsricpted to our services on She paid $deposit by credit card to us when she subscribed our services [redacted] cancelled her service on and we received her leased equipment on Normally it would take us – weeks after we received our equipment to process the check refund back to customer We have originally scheduled a refund to her on Due to [redacted] ***’s urgent request, we have sent a dollar refund check out to her today(Please find the attached copy of refund check) We have contacted [redacted] and explained to her about our refund process and she understood Again, we apologize for any inconvenience that we have caused for [redacted] ***, and we believed this complaint raised by [redacted] has been completely settled and this case should be closed Should you require any additional information, please do not hesitate to contact me at [redacted] Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: The matter has not been resolvedI had been busy, but I did communicate with KylinTV on Saturday pointing out their unauthorized or hidden chargesEnclosed, please find my email to KylinTV Sincerely, [redacted] ***
[redacted] *** [redacted] *** [redacted] [redacted] Dear [redacted] , Thank you for forwarding *** [redacted] ***’s complaint to usKyLinTV takes our customer’s complaint very seriously as we pride ourselves in being a customer friendly organization*** [redacted] claimed in his complaint that the equipment, including TV and voice set-top-boxes we sent to him, are not brand new [redacted] felt he was cheated and thereforecancelled our service for this reasonPlease understand due to the nature of our business, we do recycle the boxes from customers that are not in use of themBut before sending them out again to new customers, all the equipment will be tested and refurbished in our shipping centerWe will make sure all the boxes we release are in good working conditionsThe boxes might still have some light signs of wear but they are clean and with good appearancesAlso [redacted] didn’t purchase these boxesThey are still KyLinTV’s propertiesWe rent the boxes to [redacted] ***, which means: [redacted] didn’t pay any money for the box ownershipIn case the box is damaged during *** ***’s stay with us, we will replace it at no cost to [redacted] ***We will even be responsible for full shipping cost of the replacements.This will well protect our customers’ interests and allow the customers to use the service with no worry The equipment recycling will help us to lower the business operation cost therefore keep our prices lowRecycling is also the best way to avoid the waste of resources.As per our terms of service, cancelled customers need to return all the rented equipment back to us at their own costHowever [redacted] refused to pay for the return shipping and therefore hold the boxes after his account cancellation on We sent many notices and called [redacted] to urge him to return the boxes but no positive responsesTherefore [redacted] ***’s account was sent to collection agency on for an AR amount of $223, including $198, the value of boxes, and $collection fee.We spoke with [redacted] again after receiving this complaintThe shipping cost is small and we don’t want to waste any more time arguing thisTherefore we haveagreed and emailed an [redacted] prepaid return shipping label (Tracking # [redacted] to [redacted] ***, and [redacted] agreed to return the boxes in ten business days withthis return shipping labelOnce the boxes are received, we will waive the dollar collection fee and withdraw [redacted] ***’s case from the collection agency.We believed this complaint raised by [redacted] has been completely settled and this case should be closed now Should you require any additional information, please do not hesitate to contact me at [redacted] .Sincerely, [redacted]
Dear Revdex.com, We have communicated with [redacted] immediately after we received this complaint caseWe acknowledged to [redacted] that there was misleading from our resellers when [redacted] signed up initially back in Jan, The reseller didn’t clearly inform [redacted] of deposit, shipping fee and wireless adaptor fee After communication, We have given [redacted] the choice of the below two to settle the case completely: Cancel the service: We will do full refund and offer a free return label Keep the service: We will refund shipping fee $15, Wifi adaptor fee $and other wrong monthly charges if applicable [redacted] is busy and is currently revisiting the previous charges on credit card and discussing with family memberIn his recent email to us, he said he will get back to us by May [redacted] and inform us his final decision Thank you KyLinTV [redacted] ***
Re: Case No [redacted] Dear [redacted] , Thank you for forwarding [redacted] ***’s complaint to usKyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organization /> In response to [redacted] ***’s complaint, we had held an internal investigation *** [redacted] claimed that her KyLinTV service was subscribed as a result of fraud by one of our resellers – [redacted] ***Our initial investigation however could not provide enough evidence that any improper action has been taken during this transactionAfter we communicated with [redacted] and informed her the result, [redacted] provided her corresponding email records with the reseller which is an important evidence in favor of [redacted] ***From the email records, the reseller had possibly misled [redacted] and made the sales, and [redacted] requested to cancel her account on 0114, but the reseller didn’t inform us in regards to [redacted] ***’s cancellation requests Based on our terms of service, we provide our customers day free trial and customers can cancel service within this period of time for any reasonNo early termination penalty will be chargedwas still within day free trial period, so no penalty should be charged to [redacted] *** This is a serious matter and we have taken the action to penalize this reseller to make sure that he will not be able to continue misleading other customers We must apologize to [redacted] ***We have spoken with her husband on the phone to make our sincere apologyThe following actions will be (have been) taken: 1) We have writen off the early cancellation fee on her accoutWe should not charge her this fee from the beginning 2) We will go ahead to clear the Collection account which will take approx5-business days and there will not be any collection 3) We have already proceeded waiving the collection feeThere will not be any AR in her account anymore Again, we apologized for any inconvenience that we have caused for [redacted] ***, and we believed this complaint raised by [redacted] has been completely settled and this case should be closed Should you require any additional information, please do not hesitate to contact me at [redacted] Sincerely, [redacted]
[redacted] *** [redacted] [redacted] Dear [redacted] ,Thank you for forwarding [redacted] ***’s complaint to usKyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organization.Regarding [redacted] ***’s latest request for the refund of $equipment deposit as soon as possible, *** [redacted] paid $deposit by credit card for sets of equipment when hesubscribed to our services [redacted] *** called to cancel his subscription on and we received his leased equipment (boxes) on Since the month contract was not completed, [redacted] *** agreed us to charge $for early termination feeThe early termination fee was charged on 0415.Once we received sets of boxes on at KyLinTV shipping/receiving center, our accounting depttried to refund a total of dollars back to [redacted] ***’s credit card ending in [redacted] right awayHowever the refund was rejected by his credit card companyHere is the description of the failure:Description= [redacted] : The merchant is not setup to support the requested service(Credit Card ***) Refund reference # is [redacted] .We have tried to contact [redacted] at his numbers [redacted] and [redacted] several times but no one picked up and no one returned our messagesWe need *** ***’s instructions how this money can be refundedAlso based on our record, [redacted] has disputed the early termination charge of $on We have spoken with [redacted] after receiving this complaint and informedthe credit card company to let go $This amount of money had been returned to [redacted] ***’s credit cardIn addition, we have mailed out a check payment of $dollars (Copy attached)So [redacted] will receive a total of $from us as box deposit refundWe apologize for any inconvenience that we have caused for [redacted] ***, and we believed this complaint raised by [redacted] has been completely settled and this case should be closed Should you require any additional information, please do not hesitate to contact me at [redacted] .Sincerely, *** [redacted] [redacted]
Date: Oct*, [redacted] *** [redacted] ***Re: Case No [redacted] Dear [redacted] ,Thank you for forwarding *** [redacted] complaint to usKyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organization.According to our records, [redacted] has been our loyal customer since August, 2014, and he had subscribed to a Taiwan TV Pack Monthly plan for other devices with no contractThis means [redacted] can cancel our service any time as soon as we receive his cancellation request via phone or emailWe didn’t really hear much from [redacted] after his order was fulfilledHowever on 0715, our automatic system failed to charge [redacted] month subscription fee of $for service from to After failed attempt of charging, our system locked [redacted] account on and our service to him was terminated [redacted] account therefore has an AR balance of $24.14On 0915, we received [redacted] email request to cancel his accountOur customer service representative MrJay P [redacted] tried to call [redacted] and left messageWe officially cancelled [redacted] account on 09***/[redacted] complaint that he had sent in cancellation email request 3-months agoWe carefully checked our system and we couldn’t find such a recordHowever from customer service point of view, we agree to write off all the AR balance on [redacted] accountThe balance now is zero We have spoken with [redacted] this week and discussed with him about the solutionWe believed this complaint raised by [redacted] has been completely settled and this case should be closed Should you require any additional information, please do not hesitate to contact me at ###-###-#### or [redacted] .Sincerely, [redacted] ***Administration Specialist
[redacted] [redacted] *** [redacted] [redacted] ** [redacted] [redacted] [redacted] Dear [redacted] , Thank you for forwarding [redacted] ***’s complaint to usKyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organization Regarding [redacted] ***’s latest request for the refund of $equipment deposit as soon as possible, [redacted] subscripted to our services on He paid $deposit by credit card to us for sets of equipment when he subscripted our services [redacted] called to cancel his services on and we received his leased equipment (boxes) on Since [redacted] changed the credit card number in our system, our customer care representative called him and left message on on how the refund needs to be made, by check or credit card, and which credit card number [redacted] claimed that he had difficulties to contact our call centerWe have to admit that during busy hours when the call volume is high, customer may have to wait for a longer time to speak with our customer care representativeOur management is doing our best to reduce the wait timeWe have analyzed the phone conversations of call center agents, identify the key components of a typical conversation, understand the critical issues, questions, or common themes, and train our call center representatives accordinglyThis had no doubt ensured our staff become more proficient and skilled in handling certain customer questions and had led to lower call center wait times for our customers We have contacted [redacted] and made refund of dollars to his new credit card as per his instruction Again, we apologize for any inconvenience that we have caused for [redacted] ***, and we believed this complaint raised by [redacted] has been completely settled and this case should be closed Should you require any additional information, please do not hesitate to contact me at [redacted] Sincerely, [redacted]
Date: Sept***, 2015*** [redacted] *** [redacted] *** [redacted] *** *** [redacted] Thank you for forwarding [redacted] complaint to usKyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organization.We have carefully reviewed [redacted] account after receiving this complaintAccording to our records, [redacted] ordered Great Wall TV month prepaid package on April ***, 20**And her annual subscription was renewed on with an expiration date of In the beginning of July 2015, a few weeks before the annual plan expired again, wesent an email reminder to [redacted] and informed her that her credit card will be automatically charged for more year service unless she contacted us for account status changeWe didn’t hear from her after the reminder was sentHowever, on when our automatic system attempted to collect annual service fee from her credit card, her visa card was failed to be chargedOur customer service representative MsSandy Z [redacted] spoke with [redacted] on As per [redacted] request, Sandy agreed to accept a check payment insteadAlso as a special promotion to loyal customer like [redacted] ***, Sandy offered a deep discounted price for the new annual subscription.We expected to receive the payment check by mail in weeksWe were unable to leave [redacted] account active for too long wit***t receiving the paymentOn 0815, since the check was not received yet, [redacted] service was terminatedThe check arrived days later on 0815, we reactivated her account right afterWe spoke with [redacted] last Friday night and sincerely apologized to her for any incontinence this has causedWe s
*ld talk to her before termination of our service to her [redacted] accepted our apology and decided to keep our serviceWe had renewed her annual plan starting from and provided her extra month freeHer new annual subscription will end on We believed this complaint raised by [redacted] has been completely settledS***ld you require any additional information, please do not hesitate to contact me at ###-###-#### or [redacted] Sincerely,Zhong W***Administration Specialist
I use their services for years,when I change a new service,they don't want return my diposit money $50.I called many time to ask my money return,they lie to me a lot.Until months later they just sent me check
[redacted] [redacted] [redacted] *** [redacted] *** [redacted] [redacted] [redacted] Dear [redacted] , Thank you for forwarding [redacted] ***’s complaint to usKyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organization According to our records, [redacted] has been our loyal customer since May ***, 2013, and she had subscribed to a KyLinTV basic channel package with a month prepaid contract She has been using our service for year and right before the contract ended, she called our service center on to cancel her accountThe reason for cancellation is no time to watch Chinese channelsOur customer care representative [redacted] Ip spoke with her on and successfully convinced her to stay with us and offered her a free account suspension from to She agreed to continue an year contract with deep discounted price of $a year ($with tax) after her account reactivation on The annual subscripton fee and tax of $was charged from her credit card on after the renewal contract was confirmed by her We have not heard from her in the next and half month until We understood that [redacted] tried to contact us to again cancel the account in the end of Octand the beginning of NovUnfortunately, due to the huge volume of incoming phone calls initiated by the current year end promotions, we were unable to serve [redacted] in time of need [redacted] had spoken with our customer care representative [redacted] on 1114, [redacted] terminated her service right away as per her requestHer account was officially cancelled on and $subscription with tax was refunded to her credit card ending in [redacted] per her instructionDuring our telephone conversation, we also reminded [redacted] that she has to return the leased equipment back to us in order to get back the refund of $box depositThe box deposit refund will take approximately business days upon receipt the equipment Again, we apologized for any inconvenience that we have caused to [redacted] ***, and we believed this complaint raised by [redacted] has been completely settled and this case should be closed Should you require any additional information, please do not hesitate to contact me at ###-###-#### or [redacted] Sincerely, [redacted]