I could have done the work myself, I have in the past but was pressed for time last month and also liked supporting the shop. They've been good to me in the past.
I didn't go in person for the same reason -time. And when I tried calling he was out or busy with a customer. So I wrote the letter before more time passed.
That said I did buy a new bike from a shop 10 minutes up the road. The new bike comes with a years maintenance so I really don't need to go back if I don't want to.