Curt brought in the latest issue of Outside Magazine the there day. Apparently there's a lack of angry/grumpy/surly/generally bad-tempered mechanics out there. See here.
I think that most of what the article said is true, angry unhelpful people in any business are not a good thing. There is a need to be straight and upfront with people about poor choices and behaviors though. Here you go, lesson for the day.
There's a huge lack of personal responsibility today. Gone are the days of breaking things and simply replacing them. Now it has to be someones fault. "I crashed on my bike and it landed on a rock and broke," to paraphrase the latest I've seen. Shit happens. Riding a bike is dangerous. If you brake something, man up and accept that it's your fault. If the bike was sitting in your garage it wouldn't have broken. YOU had to crash for that to happen.
That's not to say that there aren't legitimate warranty claims to be made. There have been some products I know of that have a high rate of failure under normal riding conditions. For the most part, the companies I've worked with have done there part and fixed problems, made things right with customers, and everyone has moved on. I've used this simile before. It's like hitting a telephone pole in your car and expecting the car company to fix it. It ain't going to happen, and you shouldn't expect it too.
I'm not going to speculate on why this has come around. Maybe these guys were just coddled and spoon fed everything growing up. Maybe they are just whiny little children. Maybe they weren't breast fed. I don't know. I know that I'm not that old, and that wasn't how I was raised, so I don't think it's a purely generational thing. You see this in just about every part of our modern lives. In large part it makes me more than just alittle angry. How much money is the country collectively spending because of this? Just think about that infamous lady and the $8 million cup of spilled McDonald's coffee. I think you'll get an idea.