It's for that reason that a business owner/customer care needs to do everything to keep their customer happy. Even if you're not wrong, first thing to do is apologise for the inconvenience caused and assure the client/customer that a thorough investigation will be sought. Just doing that will have an irate customer calmed down significantly. Take the time to communicate effectively and politely to avoid any misunderstandings, without questioning his/her credibility and in this case calling your customer a p**s. A simple phone call can do wonders, but if it needs to either invite the person over or get in your car and pay him a visit. It's amazing what this can achieve in this modern age where all communication is via impersonal texting. If you get this right, chances are you won't have people going on social media to air their grievances. Although some people are kans vatters to score anything for free, most that end up here, or elsewhere are frustrated by lack of service, poor communication and basically feeling helpless. Also, people are more inclined these days to trust advise from people they know. If our OP goes around telling his friends about his experience, chances are it will have even further reaching effect. Running a business you should always look at the potential cost of resolving the issue. Is a new damper dial really worth it? Treat your customer right, and the OP would probably be a repeat customer and you'll make that money back in a month or two. Piss him off, and there is no way to even start calculating the potential loss in business. I get the feeling that there is only a small amount of people in the bicycle industry that are capable of good service. The rest come across as a bunch of has-been/never-been cyclist/bro buddies that day dream more about cycling and are more focused on their lingo than representing their products/brands. It's time the industry grow up. Our bikes cost as much as a small car, and as much a Volvo to maintain. Surely some professionalism, and less cool kids pretending to 'business' isn't too much to ask?
