Silent Vale Limited Avaliações 893

I’ve recently purchased a Delemere 5 Air tent.
Purchased on bank holiday Monday, received on Wednesday.
I opened the box over the weekend, and the ground sheet and carpet that were included in the bundle were not present.
I emailed customer service and spoke with “Nige”, he advised that I had not clicked a button to add the promotional package. Advised if I payed the shipping they would forward me the package at no further cost.

Other than the button not being that clear to add… it could have been me doing man looking.

Great customer service and great value for money.

I thoroughly recommend this company. Nigel and Tim are very driven individuals who take great pride in their products / brand and are excellent communicators, putting their customers first.

I needed advice due to problems assembling a motordome tent after I had removed a pole to effect a repair. Nigel contacted me within minutes of submitting an e mail request. His patience and knowledge were exemplary. If prizes were given for customer service he certianly deserves the gold top prize award. Problem is now srted thanks to help received.

I recently purchased a Khyam Biker SE tent.

I was a little concerned seeming as Khyam had gone in to administration, so I posed a question via their onlione form and to my surprise, i received a phone call (sorry cant remember the name) and he spoke to me about what had happened previously.

I do feel that it would be a good idea for you guys to put something out on your website or socials and explain what you can. There are people who want this tent but because of the administration thing it is stopping them.

I had almost given up on my warranty claim with Khyam when I got a call from Nigel. What a surprise, someone who really wanted to sort things out and then went the extra mile!
I got way more than I expected and look forward to using my Air Kamper Pro next weekend.
Thanks, Nige.

Over the last few years, our tent bag for the Air rev Pro 8 had seen better days. We researched lots of different options but nothing gave us a bag at the right size but also that offered a bag with a substantial material to hold the weight of the bag. I emailed Kyham on the off chance that they may be bale to help and was delighted when Nigel informed us that there a heavy duty bag (with wheels) for our tent in the warehouse. We could not be happier and I can finally put the tent away without it spilling out the sides.
This is the second time in many years that Nigel had been able to assist us with a problem! A much grateful five star review for communication and outcome!

Nigel was my point of contact. He was exceptionally helpful in advising on a tent erection issue!! He even used video call to direct me to the issue at hand. Responded to my initial enquiry immediately and continued dialogue promptly until all was resolved…. Bravo Nigel!!

You've restored my faith in human nature...
Thank you Tim and Nigel for stepping in to help us out and sort this issue. From nothing but kindness and care.
To anyone else writing NEGATIVE reviews.... do your homework... know who is who before you point the finger..
Tim and Nigel are the original creators/owners, from way back when Khyam was created, making quality tents lasting forever, service was second to none, and customers were all happy. .... unfortunately an unscrupulous person by the Name of Nick took it over in the last few years, and ran it into the ground, selly shoddy goods, ripping off customers and fobbing us off with lies, and destroyed the name if Khyam. Then out of nowhere Tim volunteered his help , he reached out to us to offer a resolve, to his own cost and expense, even though he retired years ago!! . I was amazed and heart warmed.... Tim and Nigel are helping to sort us a new tent, even though someone else took the money for the last one....
I can't even call it good customer service, as we aren't actually customers of theirs.... they are just truly decent human beings, trying their best to rebuild the reputation that Nick tried to destroy.....
Thank you...we can't wait to collect our new Khyam tent, and can't thank you enough for your help !! xxx

IMPORTANT - Khyam is now back in the trusted hands of the brand creators - a separate company to Khyam (UK) Ltd who had been distributing the product for the previous few years.

Completely support the review made by "CU Customer" that was recently posted.
I had a terrible experience with the previous owners who sold me a faulty product and continued to fob me off with excuses and mis-information.

Tim & Nigel of Silent Vale have been fantastic in helping resolve my predicament even though the issue had nothing to do with them. There was genuine care, interest and support and they went over and beyond my expectations.

I would not have any doubts about purchasing from Silent Vale and I sincerely hope they can re-establish the Khyam brand again. Thank you again Tim & Nige for all your support.

I am posting this review in regards to Silent Vale Limited, who have recently taken over the Khyam brand.

Like many other unfortunate customers, through no fault of our own, were left in a situation where a company went into liquidation, my awning was stuck in a factory waiting for a repair, and no one was providing any satisfactory answers (previous owners or liquidators).

That was until Silent Vale stepped in. Both were so helpful and determined to find me a resolution, and kept in constant contact whilst doing so. I honestly cant thank them enough for their assistance, and they managed to replace my awning.

It is important to note, that silent vale were under absolutely NO obligation to assist me, they did so, wanting to salvage the brand name of Khyam and I believe to assist me personally too.

I wish these guys nothing but the best of luck in the launch of "khyam 2.0". If I am ever in the market for more camping products, I would not hesitate to purchase again, knowing how customer focused they are.

Leaving a second review as my original has been removed

This company is run by the original owners father who did in fact offer to send us a returned incomplete tent as a replacement for the already faulty one we have , 2 years after we originally made a warranty claim with khyam, we politely declined this offer and asked for a more suitable replacement, one that hasn't been used or returned incomplete.

The owner of this company has refused to help us further as we wouldn't removed our 1 star review until we came to a suitable agreement, at 1st he was fair and we actually thought we were going to see an end to the madness of the last 2 years and now we are back to square 1
A faulty tent with a lifetime warranty that we cant get replaced, repaired or refunded all we get is one fight afyer another.

Customer service at its best
Thanks.

*Edited to reply*

I've not demanded anything I simply asked if there was any possibility of having a replacement that wasn't used or a warranty claim ?
If you have no reason or connection with khyam why offer to help us at all ?

You are connected to khyam as you trade under khyam.co.uk this exact company that ripped us off .

I never said bugs ate our tent either I said there was bugs present , I also said it had broken poles and massive Discolouration.

*EDITED*
Your responses via email are delivered totally different to this , you go into personal areas and its unnecessary.
As a customer of khyam I'm entitled to my honest opinions on my experience.

We've been let down by khyam no matter who owns it.
Admittedly you made an offer and asked if that was suitable, we declined as we didn't want another faulty incomplete tent , the tent you offered was a return and we wouldn't be covered under warranty which is fair enough but it was returned for a reason and if we find that fault we would be stuck with 2 faulty tents, we didn't demand anything we simply said we would accept anything else even a smaller cheaper alternative as long as it was new and complete, we dis this to try and come to a suitable agreement.
We agreed to take our 1 star review down after we came to a comprimise, this angered you and your stance totally changed in your replies to which I found angry and threatening.

After reading some of the reviews by dissatisfied customers I found that they didn’t represent what our experience was , personally I reached out to the company with a warranty issue not understanding what had really gone on behind the scenes but what I can say that Nigel didn’t have to do anything but he showed that he really does care and made every effort to get us back out with the facility to get back camping.
I have lot of experience operating my own company and Nigel is certainly a very honourable person showing that he really does care I can’t see that he would intentionally take peoples money without delivering x well done Nigel and the Smythe family really do appreciate your efforts.

Edit: thank you for the explanation below. I’m an experienced restructuring and insolvency professional and appreciate the explanation.

Edit: now claiming that they’re not the same people despite Nigel John Lisle Turner being a director of Kyham and Silent Vale!

Dishonest and naive expectation that most people don’t know how to search Companies House.

Tried to remove my review by claiming I’d “reviewed the wrong business”. No. Just because you’ve set up as a different company, my review is still valid about the product, a Kyham tent that leaks.

Sold us a faulty tent the when we tried to claim under warranty they told us there was nothing they could do. Took them to small claims court for them to just liquidate the company and set up a new one. The new owners have tried to help by offering me a previously returned tent with missing pieces

Initially the canopy was easy to erect/fix to camper but I found that the material was more saggy on one side than the other, no problem when dry. The problem became apparent during/after a slight rain session. The water pooled on the saggier side increasing the sag. I tried tightening the guy lines to combat this but only succeeded to put undue pressure on my awning rail which, may or may not have pulled at my hightop to create a leak potential. With the extra sag came extra flapping which led to increased annoyance and eventually led me to buy a drive away awning. This product is ok for short usage ie. One day but I wouldn’t recommend for longer camping stints or questionable weather. It does look good though and on a hot day would be perfect.

Absolutely disgusting service…. I returned my tent as pre arranged with the company but have never received a refund. Do not under any circumstances buy from this company and believe their returns policy.. it’s a scam

Bought an air awning for van, one of the inflatable tubes kept losing pressure.

They did send out replacement tube but again the tube deflated.

Got back in touch to resolve issue, told they would collect awning. So we got the swing packet up and ready for collection to then be totally ignored.

Company house check and it looks like they purposely prolonged collection as now there “winding up” can already see the director has set up a new company.

Wonder what happens with the “life time warranty” now….

Our tent leaks. A lot. We contacted Khyam and they said this is to be expected if the tent hasn’t been wet before. Apparently we should have soaked the tent before we used it for the first time. Who knew?! We have asked to return the tent so their technical team can review it. However, we have to send it back in the box… clearly we didn’t keep the enormous cardboard box. Now we have to buy a box in order to send it back. Their Customer Service has been dreadful and have largely pointed us to their T&Cs that says we should expect to get wet 🤦‍♂️

I’d steer clear and buy a known brand from a known retailer.

Site facile a utilisé, malgré quelques pages non traduites en français

Having owned two Khyam tents in the past I decided to go with Khyam again and bought an Airtek Pro 2 awning for my campervan on 29 June. However, it didn’t have the awning support poles and velcro fixing pockets in the the tunnel section which I presume would stop water pooling. Although Khyam sent me replacement poles, these were useless without the pockets which should have been in place, and which the Khyam technical department told me should be there. After sending several messages asking for advice and getting no response, I then submitted a warranty claim form on 6 August for which I received an acknowledgement email but I heard nothing further. Having chased this up again Khyam claimed that there had been problems with the warranty form submission on that date and asked me to resubmit the form which I did. They contacted me on 3 September saying I should return the awning and they arranged pick-up by courier on 23 September. It is now 25 October and Khyam have still not returned my awning or let me know when I will get a replacement awning. So Khyam sent me a faulty awning nearly 4 months ago and have still no resolved the problem. This is the worst customer experience I’ve ever had. Please Khyam, can you sort this out.