Thanks, to be honest he was riding an old school bike with the the old 80's Suntour-type shift levers that didn't click when you switched gears. The new Tiagra setup is totally new to him. He also has some real difficulty thinking simple things through. So maybe he's just not shifting correctly, if that's somehow possible. I really don't know what "cross chained" means. The chain itself is brand spanking new.