on this topic, let's look at what one less than impressive shop is doing about it…
JE James is my local shop, and over the past months and years they've received a major slagging off for shoddy customer service, incorrect stock levels on the website, bad after sales and various other things.
A few weeks ago someone from JEJ came on here and has started (they say) to take on comments from the forum with a view to making a real difference to their customer service in the future.
Whether they succeed remains to be seen ( i sincerely hope they make changes as they are my LBS), but at the very least it's a positive step for them, and I'm sure it's made something of a difference to the perception STWers have of them.
It's a shame Fruit/tango has been behaving in this manner, as I feel STW would be the one place where people would really try to support a start up bike parts business.
Merlin is the pinnacle right now it seems.