I initiated conversations with Silk Mandarin when I first arrived in China at the end of March as I was evaluating the different Chinese programs I found online. I spoke with a woman named Silvia over the phone and via WeChat. She was so attentive and understanding, that I was sold on the Silk Mandarin program. I took a Chinese level test as I had some history studying the language and realized I needed some practice before joining the HSK 2 level class as there were things I couldn't remember. Silvia was kind enough to provide me complimentary access to the HSK 1 modules on the contingency that I signed up for the HSK 2 class. I was then able to select which month I wanted to start the HSK 2 level class and even pay for the course in monthly installments, which was so nice. Unfortunately, during this process, Silvia left the company, and I was put in contact with a new salesperson.
The original intent, when I had worked with Silvia was to start a class in June, but a week before the June class start date, I found myself having to reach out to the salesperson as I still had not received the HSK 1 modules and it had been over a month since out last conversation, which we had briefly paused at the end of April for a 4-day holiday. I was very disappointed that I had to be the one to follow up on this, especially since I was ready to start everything at the end of April. During this follow up, the salesperson informed me that there would be no group class at the time that worked around my work schedule as no one else had signed up. I emphasized that I'd rather wait for another student to join as the group class is 1.5 hours vs taking the class individually which is shortened to 1 hour. We agreed to wait until July for another student to join. It was only in mid-June that I got access to the HSK 1 materials.
Another student signed up for the July course timing and we were put in a group chat with the teacher and some Silk Mandarin management people. The course started off very smoothly and everything was going great until I was one day pinged by the Silk Mandarin people and told that my class would be cut down to hour-long sessions as the other student had dropped out as he felt he needed some extra time studying before starting the class. I was a bit frustrated by this as 1. I had already delayed my studies to ensure I was getting 1.5-hour lessons and 2. I felt that the school should have flagged the difference in the students' levels before the class had started. I was also furious about how Silk had decided the class would be 1 hour instead of giving me options. It was only after I communicated my frustration that Silk offered to pause my studies and let me restart the class the following month with another student (if they found one).
I opted to stick with the 1:1 hour-long class schedule as I didn't wish to delay my studies further, but I asked if now that the class was 1:1, if the schedule could be adjusted slightly to give more flexibility around days I knew I’d be traveling. While my teacher seemed happy to accommodate, Silk Mandarin said they had a strict policy that classes couldn't be changed after the schedule was set. I was surprised that they couldn't offer more flexibility since they had just limited my class time.
As for the class itself, my teacher Sisi was great and willing to focus on areas where I was particularly struggling with. She also made time to teach me things about the culture that aren’t found in the textbook, when it was relevant to the lesson, which I appreciated. The HSK 1 and 2 courses have both pinyin and characters, but the main focus is on the pinyin as characters aren't really taught until HSK 3. I think this is a missed opportunity as students then have to go back to learn characters. I previously learned characters, so Sisi was happy to give me character-only reading assignments, and so on.
Sisi was also flexible with the start time of one lesson that I was taking from an airport when I was held up in customs. There was one lesson that Sisi missed, though it seemed that Silk Mandarin hadn't communicated to her that the class was going to be on a different day of the week than usual, and it conflicted with another class she teaches. Instead of Silk asking what I'd prefer to do in this case, they told me that they were going to find a substitute, someone who didn't know where I was struggling vs excelling. I personally would have preferred to postpone the lesson for a day that worked with Sisi.
In terms of the class resources, I do like the modules that are provided, but someone clearly needs to proofread. The modules are great at guiding students through the new vocab and grammar. The course is very fast-paced, so be sure you have time to study on your own. I like the “real-life” extra videos, but they need to add pinyin, especially as characters aren’t the focus until HSK 3.