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JurekB
The times I've seen Will B-A speak, I've always got the impression he genuinely cares about the customer experience - I think he's aware that they're charging a premium price over the cost of the Brompton parts, so they need to deliver a premium experience. Clearly this doesn't always filter through to the rest of the company...
When I mentioned my sticky shifters to the dealer I bought my Brompton from, he just said 'yeah, it's a known issue - let me order the parts in and we'll give you a call when they arrive'.