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Dave,
I totally agree with what you said. However the reality of it can be different.
I ordered a part at my closest shop, called them back a month after ordering it to see if it had come in or if they could check with triumph about it. The parts manager told me if they didn't have it then the part was back ordered and they would call me when it came in and not to call back, oh and how rude his tone was with me. I then called in a couple of weeks later to ask about a fender I had ordered and the 17 year old kid of the store manager answered the phone. He put me on hold and went to look for it, then told me they didn't have it but he would call Georgia and ask about it. He called me back in half an hour and told me the part would be in that week. She has a great kid.
Now three weeks ago when I was in looking for a new sprint the parts manager saw me checking out a new bike and came out to sell me on it. I then asked him about my part and he could not have been more helpful. Of course my first phone call is exactly why they weren't even considered for the new sale.
So while I agree with you, in the real world where you make the purchase does seem to matter.
Gary
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