About 10 days ago I purchased new wheels from a local shop - one I haven't visited in the past. When I picked the wheels up they swapped the cassette out for me (free). For various reasons I'd only been on the bike twice (one ride of 20 miles and one of 30) so it was a full week+ before I noticed a 'rattlling' noise from the general vicinity of the rear of the bike. Upon further investigation I found the individual cogs on the cassette were loose. I called the shop where the work was done. They asked me to bring the wheel in. They quickly determined a needed spacer was missing and fitted it immediately for no charge. I will look for reasons to patronize that shop - they have earned my loyalty. I'm sorry to hear of your experience. I understand the frustration that comes from being willing to pay a premium price only to be short changed. Screw me once, shame on you. Screw me twice, shame on me. I admire the professional way you shared your complaints with the shop owner.