LBS are great if you get a good one. Sometimes they are shocking though. Just depends. I understand the supporting small local businesses etc, but some of them just really don't help themselves at all. I had a completely failed rear hub on a nearly new bike, rang up the UK branch of the manufacturer, they agreed it was a warranty issue no question. (I have had a warranty issue before with this manufacturer and dealt directly with their customer services, I sent the warratiable item back to them direct via courier with proof of purchase, within 48hrs A brand new one arrived direct to me, I know you should go through the retailer, but I needed my bike back on the trail quickly, so cheekily went direct)
This occassion with the rear wheel I thought I'd go through the proper procedure as the manufacturer prefers, but was sceptical as to how quickly it would get dealt with at the LBS end even though I'd just spent over 3 grand with them. Lo and behold I chased them 3 days after dropping it off and they still hadn't got round to sending it off. After 4 days it arrived at the manufacturers UK place. I rang the UK distributors for an update as I knew the LBS wouldnt chase, they said yep it was a warranty replacement and they'd couriered a brand new one back to the LBS for me a day ago. Cool I thought, and then I waited. I knew that 24 hrs after sending it should be with the LBS and having taken my number they would be on the phone. Nope, so I rang them 4 days after it should have arrived having given them the benefit of the doubt with courier delays etc, and the dope said "Oh yes that wheel arrived here a couple of days ago !!!"
So in total for a quick clean warranty replacement, the UK distributor took a total of 24-48hrs to deal with their end of things, and the LBS took 10 days to do the sum total of put the thing in a box, send it to the manufacturer, receive it back, sign for the parcel and give me a 20 second phone call, (It was a complete wheel replacement so no assembly or workshop time was needed).
I doubt I'd have got a phone call at all had I not chased them.
When we all sing from the rooftops about using the LBS as they give the personal touch and customer service you'd never get from a large online retailer, some really really dont help themselves !
Emphasis on the "some" as I understand a great majority of LBS are brilliant. But understandable why service like this drives people away from them all wrongly or rightly.