True, as some have said, we may not know the whole story, but this is high end stuff and a reputation breaker - even if the guy picked up the phone and started yelling at both LBS and Cervelo, wouldn't the company be intrigued enough, to first ask him to email detailed pics and then follow-up with a frame return for inspection process? (they surely have a quality program in manufacture, plus a program to fight the fakes market and preserve their brand). I thought this may be the one inexperienced customer service rep blowing the customer interaction with his/her lack of concern, but I'm hearing that their service is sub-par in general.
I don't own a Cervelo BTW and don't plan on buying one, my beloved steel Cinelli came with all the imperfections I've come to expect from fine Italian craftsmanship (you should have seen my dropouts).
__________________
