As you may know I purchased a SUNWAYFOTO Geared Head GH-PRO II just before Christmas 2022 and when it arrived I was very happy, it is very professionally made and very smooth when in operation.

Sadly the tripod took a tumble the other day, no great height and it landed on soaking wet and soft grass (I think it hit a stone) and the geared head was damaged.

The damage was limited to one of the gearings used to adjust the heads positioning. It is still fully functional but sadly it is bent and the handle used to rotate the gears and therefore operate the head broke off in the fall.

I wrote to the company via Amazon where I made the purchase, asking if I could return it so it could be repaired, not for free – I am more than willing to pay for any repairs, but they are saying it is too damaged, which is nonsense, clearly it can be repaired.

The problem (I think) is that it would have to be returned to China to be repaired and they are not willing to do that and maybe even carry out the repairs.

I have messaged them again asking that they reconsider and agree to do repairs, I will of course keep you up to date.

Thanks for reading

Paul

UPDATE: Monday 9th 23:00

I have tonight spoken to Amazon who tell me I am covered by their A-Z guarantee.

This means that if the 3rd Party (the seller) do not respond to Amazons request for the repairs to be carried out they (Amazon) will take full responsibility and give me a refund if they support my case.

I now have to wait up to 48 hours.

Paul

UPDATE: Thursday 12th 09:00

I have had a reply from the seller saying they will now pay for the repair I just have to post it to China, no address given to send it to as yet but hopefully that will come in the next 24 hours.

I have of course replied to them asking for that information.

So this could all end up good, i do hope so as like I said

There is nothing wrong with the Geared Head it was just the customer support. The question now is ‘how much will it cost to post to China?’ I will of course let you know

Thank for reading

Paul

Update: Monday 16th Jan 2023

I have had to go through Amazon yet again as the sellers have failed to provide a return address quoting a holiday as the reason. Amazon have contacted the seller and asked that they send the label telling me to give them 48hrs, if I do not hear from the seller by then I will get a full refund.

In that instance I have been looking at replacements, I have been tempted to just buy another but with their customer support being as bad as it is I think that would be a mistake.

The other is also made in China so I don’t know if that is another mistake I just guess I will find out.

Thanks for reading

Paul

Update: Monday 30th Jan 2023

I was told by Amazon that I should not contact the seller any further as they have failed on too many occasions to send me their address or a name of a person to address the package to.

I have to say I have tried countless times to get the required information but they have on every occasion ignored that request.

Amazon have said I will be getting a full refund from the seller, as yet that has not happened so I wait on that. But I have fount a potential replacement (right) although again it is to come from China all be it a different company – supposedly.

I am hoping this will all be over in the coming days, but I will wait to hear from Amazon and let you know.

Thanks for reading

Paul

Update: Wednesday 01st Feb 2023

I can tell you that I have received the OK to return the head today with a return label. I will be returning it in the coming days and purchasing a replacement as soon as I receive the credit.

Paul

Update: Thursday 09th Feb 2023

I don’t know if I have done the right thing but it was sort of forced upon me.

Those living in the UK will know that the Post Office is not sending international mail at the moment due to a hack on their computer systems.

When I took the head to be returned they sent us away saying they were unable to accept it currently.

I contacted SUNWAYFOTO GH-PRO II explaining the situation and they offered me a replacement for £140- which I have accepted.

This now means I will have a replacement Geared Head in my possession when I have recovered from my knee surgery in about 6 weeks time which is important.

Your thoughts? Have I mad the right call?

Update: Wednesday 22nd Feb 2023

That is it, I am pleased to report that I have recieved my replacement Geared Head and I am very pleased.

I have to admit I am not sure I would have accepted another of these had it not been for the postal strike and the issue at the post office sending packages internationally.

The whole affair was unfortunate in the endbut I have to take my hat off to SunwayFOTO they did all they could to keep me happy.

Anyway, it is now done, and I am really looking forward to getting out once again.

Thank you for reading

The New Head above