These bigger shops get away with this type of treatment because there will always be uneducated people who will sacrifice service for a cheaper price. They don't know any better, they just know it's cheaper. It's unfortunate, but that's the way it is. It is not until people get educated about the sport, that they will know a difference and find a good reputable PRO shop in their area to use. You did the right thing by speaking up and letting the guy know that that was wrong.