My first order went well and arrived fairly quickly, lucky me, thats the only reason to not give just one star for now. The second order was a real frustration. I actually just wanted to quickly order a shorter mast for my current spot. The mast arrived damaged. But it was definitely not a shipping damage as Gong claimed. The mast was bent at one corner and had major abrasions. It must have fallen on concrete, that doesn't happen in packaging. It was hardly possible to bend it back even with professional tools. So much for quality assurance at Gong. Someone in China obviously didn't want any trouble and just packed the thing. The mast arrived after a week. It took a week to receive a return label (had to look out for a printer for that). The return shipment to Gong plus 72h processing time will take another week. After another week, the new part will hopefully be with me. So in the end it will be roughly four weeks!!! I was offered the option of using the mast "on the weekend" and only then sending it back (which was considered a generous offer by Gong). But what about the next weekend, and the weekend after next and so on...? Especially since I don't just surf on the weekend, should I wait for a two-week wind gap to return it? The mast would also require repair to use it or to not damage my mast base.I was also offered to keep the mast it with a 50% discount in form of a voucher. But whats the point of keeping broken stuff? In case of reselling it, the value would be zero.If you deliver poor quality stuff and get caught, just send a replacement straight away and don't wait until the return arrives. Especially since it's a €50 item which will end up in your trash anyway. You could still ask for a deposit if people don't return it. Or simply offer the customer to order a new one (without shipping costs) and to refund the broken part once it arrived in return. That would have been a great service experience, but instead it was just frustrating and a huge waste of time. I was really happy with my previous ordered wingfoil set and thought about getting more Gong stuff to replace also my kitefoil gear to make it match and replaceable with the wingfoil parts. But not if Gong seems to be a quality lottery.If you buy cheap, you get cheap. A lesson learned.Edit after reading the response which is almost insulting:Now they even say that is my fault it takes so long... I did nothing to cause a delay... I did not even ask them to send a new one before receiving the broken one. I only asked if they can speed up things as I did not receive any documents quickly after I decided to send it back instead of a voucher. It is a lie that I refused something and that I wrote this review because they didn't sent a second mast. They make it look like I wanted to fool them for second mast! Really? Again, this was never part of our communication. I wrote this review because the process is f****. Getting the documents took a week, why don't you send them directly with the first reply?... So at this moment still waiting for the replacement, almost a week after sending back... No further notification so far... So how can it usually take a few days when mine (with no delays caused) will take 3-4 weeks? And again, never ever was this a damage by transport... but that is a different story... It also wouldn't matter if the replacement process wouldn't be such a pain. Too bad that you try to blame me instead of reacting to my ideas to make the process faster. So, enough time wasted for now.
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