I can't help but to weigh in on this subject. I disagree with the statement that your LDS has a better time dealing with the manufacturers. I recently have established myself with a new LDS as a result of a out-of-state/cross-country move. I support my new LDS but my previous LDS, where my wife and I loyally purchased all of our gear, training and training materials from made me a believer that all the headaches associated with buying online would be well worth it. My first incident was with the length of the LP (Low Pressure) hose supplied with my Atomic SS1. After dealing with the shop that there existed a potential hazard they eventually came to the conclusion that there was nothing that could be done. I called Atomic directly, explained the problem and they immediately resolved it by sending out new, custom made, shorter hoses and asked that I didn't use the equipment until I received new hoses because of the potential hazard. My second issue was regarding my ill fitted BCD. After using the BC for the first time in open water (they had no pool on-site for trying equipment) I returned with it to the shop and after spending 3 house with the salesman to try to figure out a solution, he had me believing that my body shape (nothing extraordinary, I'm at 6'2'' 210lbs) was to blame that I would just have to live it. That was just about 2 years ago and after a recent trip to Cozumel, I decided that I'd would the BC and buy a new one. After making a post here on SB about how I despised my BC a fellow SB'er who was a partner of a dive shop that sold the same brand of BC's, suggested that I contact the manufacturer directly since I my relationship with my previous LDS was spoiled. After a 10 minute conversation with the manufacturer they are going to honor what my previous LDS never did (a 30-day satisfaction guarantee) and allow me to exchange my BC directly to them for one that fits correctly.
Oh and regarding the quick turn around on service... well first off, it took them 5 weeks to fulfill our original order of equipment (BC's, Regs, computers) which I thought we'd have right away. Secondly, on our first, 1 year service, it took them 3 weeks and when I went to pick up the gear, they realized that they didn't service 1 reg and they attempted to charge me for the service kits which are provided free by the manufacturer.
Already, I've had lengthy conversations with the owner of my new LDS. His philosophy is refreshing.... He will not loose a sale to the internet. He said that if someone comes in to try something out and leaves without buy it, he'll stop them, ask them where they're going to go buy it online and offer to match the price. He said he'd rather make $.01 on something then nothing at all. He offered this information to me before I made my first purchase.
I do worry at times where I'll get my air if people stop supporting their LDS. I've been to places where that is all people do is sell air and they seem to be getting by okay. I also have to remind myself that another big part of their business is training. I think they break even on travel by comp-ing the DM/leader's trip. I don't think they'll disappear but they're going to have to become more competitive. If LP can get cobras and sell them for a lot less, then why can't the LDS? LP wouldn't sell them if there was no margin... it wouldn't be worth the overhead. My previous LDS experience was awful and they provided nothing more to me then a place to use my credit cards. In the future, I'm going to be more mindful about my purchases. I'll definitely give my LDS the first opportunity to earn my business but in the event it's is a brand they don't carry, I won't hesitate to buy online base on the experiences I've had dealing with manufacturers directly. The point someone made about the difference in price being worth the warranty... I think not! Buy it from LP if the LDS won't match or try to come close.