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Dear
Customer mjc12345
This
is Joycey Guo, Customer Care Specialist of KylinTV. I am sorry to heard about
your story, and apologize for any inconvenience has caused.
Regarding
the quality of our HD channels, we would first recommend customers who already
have or willing to own at least a 720p high resolution LCD or Plasma TV in
order to get the best quality possible, and we can guarantee that resolution
would be reached if the internet speed is 2.5Mbps or above. Off course, for
standard definition channels, such high speed wouldn’t be needed, and that’s
why we integrated adaptive streaming technology which automatically adjusts to
the necessary speed needed for a specific channel. We are aware of the “freeze”
or buffering issue among our customers, and we can conclude that with three
determining factors to the problem: 1. Stability level of location. Different
location has its different reception level of the signal, whenever the flow
fluctuates due to any possible causes from ISP, our STB would also reacts to
it. That’s when “freeze” happens, and it’s always been our top priority to
overcome the issue. 2. Age of the wireless router. Normally we don’t shut it
down to give it a rest, and it runs 24/7. That’s why the surface is hot all the
time, which leads to deteriorated range and signal penetration, not to mention
other obstacles in the way such as wireless desktop phones, concrete walls,
etc. Thus, if the customer’s wireless router is more than 3 years old, a new
one would be suggested and signal improvement shall be seen. 3. Last but not
least, Free Internet video software such as PPstream, PPlive, UUsee, etc. are
the worst hidden enemies which consumes a huge amount of pc memory to slow down
a normal operation, and most of all, it exhausts so much output bandwidth in
order to make pc available as a seed to thousands other servers nonstop even
though the program is shut down, which corrupts the pc hard drive itself as time
goes by. And to us, it’s just another “freeze” factor that probably comes from
the same IP. If any readers who’s falling any of these 3 categories, please
contact us on your most convenience and we’ll try to help you as much as we
can.
Regarding
our app on iPad, we stated “Service yet to be introduced” on our home page, and
we apologize for any misleading message might have caused due to internal
agreement between Apple, Inc.
You may contact me at
516-622-8448 or 1.877.888.9598 ext:8448, 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.
Most important, 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
516-622-8448( Toll-Free: 1.877.888.9598 extension 8448)