I'm not sure what to think of this. On the one hand, it's reassuring to hear. On the other hand, it's kind of like being told that the employees at the Apple Store really are smarmy hipsters.

Don't get me wrong. I really like Surly. I like their bikes. I've had good experiences with their customer service (which has led me to believe that they do, in fact, care what I think). I even enjoy the clever commentary on their web site. That doesn't change the fact that the edgy attitude is part of their brand.