Good to hear that there are still great service from some stores. What put the nail in the coffin for me, the last time I went to a Specialized store, I waiter around for some assistance. The guy sitting behind the counter, looked at me and continued to what he was busy with on the laptop. Not asking if I need assistance. I politely asked him for some assistance and he promptly replied, someone will assist me shortly. I left the store after waiting more than 10min. There were a total of 3 customers in the store when I was there.
My girlfriend uses their insoles, amongst other components. Went back to the store 2 weeks ago to pick-up another pair of insoles, sadly the experience was largely the same.
When I upgraded my bike, I sold the epic I had and went with another brand. Not saying their bikes are bad, the only reason I didn't buy another epic was due to the service received. I ride a lot and value a good relationship with a LBS - I regularly take my bike in for a service.