More on buying bikes on the internet

We keep banging on about this - but it keeps happening. Before xmas a customer bought a bike on the net - a £1300 job but at a bargain price of £700 or so - it came in a box - so we put it together for them - all was well until we came to the front wheel which is an SLX 20mm thru-hub type (Maxle) which screws into the fork leg. There is play in the hub bearing - it needs a 28mm cone spanner to adjust it - not many folk have one of them including us!(We have now). But problem is if we touch it and it isn't right we invalidate any warranty the customer may have. Bike back to the customer as it really isn't our problem as we didn't supply it - they call the company and they send a part - believe it or not just a hub - thought you could fit it yourself they say to our customer!! Yeah, right...it would mean rebuilding the wheel - it is a thru-hub which needs a special tool to put it in a jig to rebuild it - it costs £60 + - am I going to buy one for the odd thru-hub wheel build I might do?? Naaahh! Back to customer - they ring the company back and they now agree to send a new wheel. We will wait and see...all this grief for a bike we didn't supply and problems which, if bought locally, could have been sorted right away. He still hasn't been able to ride the Bargain bike. But why did the company who sold it not just say for me to adjust the hub (when I got the tool) - after all I'm a qualified and experienced mechanic - and agree it wouldn't affect the warranty? Duhhh....