If the LBS had adjusted it perfectly, then I would've been able to shift into those gears in the first 2 minutes of my next ride. This wasn't the case. I am very careful with how I move, handle, and store my bike. The shifting problem didn't occur until it went in for maintenance. The service was part of the package they throw in with a purchase--they check it after the first 20hrs of riding or 30 days to see what's moved around in the initial breaking in period. If the wire tension had been my fault or part of the normal course of wear, I'd be ok with it. I did ask them for some help in figuring out how to adjust it myself. But it's just like my car: when it goes in for a checkup and comes out with new problems, I get upset. If it develops new problems due to no fault of the mechanics, then that's just life with a vehicle or instrument or whatever. If it's their bad, they should fix it. It's their job.