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@pip
And this is where we get into the territory that separates a good bike ship from a bad one. How many mistakes do they make and more importantly, how do they rectify those mistakes? The original posters feeling is that the bike shop cocked up, but then just tried to cover it.
Thats what engenders bad faith in a bike shop. Mistakes do happen, but BS'ing your way out of it doesn't win you customers - its just the shop trying to take advantage of their position of power.