nothing they put in there has anything to do with their customer service. I bet if you called them and asked a question about a surly that isn't answered on the website, they would be as helpful as any bike company. There are questions that people ask that will just wear you down and eventually start to annoy you. When i worked in retail so many people called in asking our hours that i just started saying it when i picked up the phone. It's like, they looked up our number on the internet, but couldn't find our hours listed on the yelp page they are looking at? jesus christ!
So many people came in asking for change it would really start grating on your nerves, especially so when you're helping an actual customer. You want to say "do i look like a ****in bank to you?"
and people who think customer service is being able to return anything in any condition are insane. That flies at REI where they can afford to do that, but no where else should you expect that.