Originally Posted by
drlogik
Bikes do not come from the factory anywhere near ready to ride. A good shop will have the bike prepared and ready to ride with all bolts properly tightened and torqued, spokes tightened, wheels trued and running gears and brakes adjusted. If your bike isn't handed to you in that condition from an REI shop, write a letter to the company and word it professionally and kindly and you might like the response. If you go off on them then don't expect anything. Oh, and don't ask for anything. Tell them you love their stores and service and will continue to shop at REI but this experience just wasn't good. Then see what happens.
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The upper end brands use dealers which have contracts and territories. They have mechanical procedures for setting up a bike for the customer. It saves them money on warranty expense. LBS Trek shop says I can buy a Trek online, it is sent to him and he gets paid to set up the bike.