I agree with
livedarklions on his point about expecting over the phone instruction covering adjustments. In the past I had occasion of walking people through software without the luxury of remote connection. A simple tutorial turns into an hour-long ordeal ending with a frustrated user. I'm just a tech guy, give me a break. I am certain Bikes Direct customer service reps are not trained in over the phone instruction nor do they have 3 hours available to walk a person through adjustments. On the flip side they must be absolutely clear on their website to tell the customer professional adjustments are recommended.