Average sized rider can't find the right fit

[OakLeaf]

I think it depends on where you are, how much competition your LBS has, and just their general personality.

I had to pay to swap my cranks from the 170 mm that came on the frame that fit me, to the same crankset in 165 mm. They acted like they were doing me a favor by not charging me for the labor. My bike wasn't super expensive, but it wasn't the cheapest thing on the shop floor, either, a far cry from your Kona.

Also, the short-reach Shimano shifters are Ultegra-grade and Ultegra price. If they were swapping them out on a bike that came with 105 or less, honestly I'd expect to at least pay the difference.