Yay somebody feels my pain.
Yep. It seems to me that LBS are only really stocking stuff that's going to help them sell new bikes. If I want a helmet, pannier rack, pedals, bottle cages etc they have great stock. They are definitely not geared towards helping you maintain your existing bike. This lack of customer service is apparent right across the industry. The bike shop I used to use religiously tried to sell my mum a big steel springy Dutch style bike because they looked at her and assumed that's what she wants even though I went in and said she needs a hybrid, thin tyres, no suspension. They didn't listen to the customer who ultimately is going to decide whether to part with their money or not. We left and went across the road and she got something she's really happy with and felt attended too. And don't even get me started on only stocking big sizes of bikes!!
Also just used a mobile bike mechanic for the first time. He told me he would pick them up on Tuesday night. He never appeared. I texted him, oh I got the date wrong. He said he would call us with a quote before he did the work - nope. He said he would have them back in one day. He text on Saturday morning can I drop them off in an hour. No mention of what he did to them or how much we were going to be charged! I'm sure the work is fine and he charged a very reasonable rate but would I use him again? Probably not.
It's not difficult stuff is it?
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