Cowboy, have to back up Waterbaby's comments as I'm the guy he's talking about re quality problems with Best. Just to start, I've got 2010 14m and 9m NXG's currently and a 2009 Nemi HP 12m. Had a 2009 bar, now have a north 5th element 4line bar and a redline performance bar.
For the record, I've ridden Best since I started and still do (so we can clear that up) and I have to agree with the fact that they have great, nay excellent Customer services. Their rep in the UK is first rate and the customer comes first which is great. However, Ive also had great customer service from Slingy (as I rode the Fuels for a while but the lack of depower wasn't for me) and CrazyFly with the first boards I had.
Just so we can put this into context, Firstly I had a Best Nemi HP 2008 explode on me whilst pumping up on the beach at 8psi. Result - Best sent me a 2009 Nemi 12m free of charge after haggling but I didn't appreciate the kite going boom after less than 6 months and no impacts as I was a noob at the time. the 2009 Nemi 12m I still have but every strut valve is screwed and leaks as the valve design is crap - I've had to patch this up myself with PTFE tape. But I love the kite.
2nd and most damning was the fact that I had a 9m 2010 Bularoo pop after one session. No impacts, I flew it for 3hrs - great session, great kite. Next time out its leading edge bladder had gone. So Best send me another Bularoo and midway through a 360, the kite goes one way, I go head first into 4 feet of water and I think a line has gone. No, the tab on the side of the kite that holds the bridle, the one that should be unbreakable, has torn through. Lines are fine. So then Best apologise profusely and the dealer I have used since I started kiting, decides in his wisdom to send me a 9m 2010 Nemi NXG to tide me over. Great. Best promise me a 2011 Taboo 9m (which I also now have but have only flown for 20mins as no wind).
Moving onto Bars, the 2009 bar I had, I was flying the 9m NXG at Rossy, when in mid jump something went wrong, the kite hits the water, the chicken loop is gone and the safety has snapped. Snapped! So I'm left 600yds out attached to nowt, watching my new NXG drift off towards RAF valley and I have to swim in with my board. When I retrieved it, the reason everything went pear shaped was because the Bar end had shifted 90degrees and the chicken loop had snapped! Yes it wasn't a new bar but anyone who knows me knows I'm a steady intermediate rider trying basic stuff, not the top guys I see at Ainsdale pulling loops and pushing it unhooked. Getting onto the Redline bar, this was £300 worth of kit. It's a great bit of kit but because of the design of the hole in the middle of the bar having shoulders on it, the power rope was worn to the point of snapping in 4 sessions! So I order a new one only to be told by Best that they don't have any spares as they should last ages. So the Bar was out of action for 4months whilst they made some. In the meantime, I ordered a North bar. The build quality is infinitely better on this than either the Carbon bar of 2009 or the Redline bar of which it is £100 cheaper.
So after having spent nearly 4 grand on Best gear, I'd say that they need to up their performance in terms of build quality. Would I buy another Best kite? Yes. Do I think they should sort out their production problems before release? Yer damn right and I deal with Production and QA/QC all over the world. No good making good kites if people who are loyal (like me) start looking elsewhere for the next purchase just because of the problems they've had. We put our faith and safety in this kit whilst we're out having it large. I agree that other manufacturers also have issues but Best used to be cheaper so you got a lot of value for your hard earned. The 14m NXG was £1100 kite only. That's right at the top of the scale. You want to charge that much? Have the best build quality. They haven't. And as a team rider, you do get the added advantage of new kit as and when you need it, not having to maintain your kit through it's natural lifetime like most of us do. I personally want to see top end reliability, not just customer service. They get that, they deserve the plaudits.