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Sounds like the motors are working OK , just no meshing going with two brass gear wheels , this should be easy fixable by you (unless you killed the axis of the worm gear/s (bent it - which means another worm gear must be had for the DEC axis, a disassembly job .... bad news.
Does the Dec worm axis wobble when you turn it manually ?
You need to adjust the drive gear wheel so it is lined up (in two axes) and meshing properly with the wheel attached to worm.
If the worm gear axis is straight and true -The problem is the meshing or lack there of for the brass gear wheels (held in place by a allan screw and are relatively easy to adjust and remove - If they are like my old CG5).
There is not much you can do with the motor positioning but if you can get at the screws holding it to the plates their fixing and position can be slightly adjusted too.
I don't know why Celestron mounts are so fragile , you would think they would make allowances for the occasional drop or rough treatment in transport ....
If you can't fix it yourself , get accident insurance cover added to your contents (if you don't already have it) and have the mob in Qld put together a report saying the CG5 is unrepairable and a quote to replace it with mount at least as good.
Shipping from SA to Qld of a GEM's head is not cheap and you shouldn't have to send it back if they fixed and adjusted it correctly the first time.
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