you taking the piss, you work in a bike shop and you said that. everyone knows cones come loose, most people know how to tighten them so its not a problem. and bottom brakets can come loose on new bikes, i have built up enough bikes to know that. and i did read his post right, i know he didnt get a manual but im pretty sure he would have got some good advice over the phone, they are good lads at airevalley and i have never had a problem with them and i have spent thousands of pounds at that shop. sound to me like he got good service too, just so happened the bike played up a bit, IT HAPPENS! and the shop doesnt have to give a refund, nothing has gone badly wrong with it and it has all been fixed free of charge, read trading standards if you dont agree. ALSO those hickups wouldnt be covered by warranty anyway, nothing major has gone wrong with it.