Actually it is terrible customer service. "Fix it yourself," isn't really the answer any of us want to hear following a substantial purchase. "Our customer service rep suggests you go buy these:"

Typical Tools and Supplies Needed:

* Truing Stand: TS-2, TS-3, TW-8, TS-5 or TS-15
* Spoke Wrench, purchased to fit nipples, SW-0, SW-1, SW-2, SW-3, or SW-7
* Spoke Tension Meter TM-1
* Dishing Tool: WAG-4 or WAG-3 (optional, but good for accurate work)
* Light lubricant, such as CL-1
* Rags

"And then try this:"

http://www.parktool.com/repair/readhowto.asp?id=81

"Then get back to us if that doesn't work out."

If any of those corporations you keep citing - Verizon, Chase, Dell, et al. - said the same to you, you'd be livid. And rightly so.

BD makes a lot sense for people - like pcad - who know bikes, can fiddle with bikes, and/or have a relationship with a local mechanic they trust who can fiddle on their behalf. Again, I make no comment on the quality of the bikes themselves.

First time buyers however - of whom there are many during this latest bike boom - drawn to the attractive pricing on BD need to be aware of what they're getting into.