Is this normal for customer service??????

I live about 1 hour and 45 minutes from the local pro shop. I have bought boards, bindings and clothing from this store. About two months ago I took three sets of bindings there. I had already contacted Hyperlite, and they told me to take them to the local pro shop. I had a set of large High backs with two ripped overlays, I also had a set of parks with one of the boots finger hole ripped out. I have a set of HO Mantra's that I wanted to get a larger size over lays for. I figured I would have to pay for these,( no coverage under waranttee) After about a month I called to check the progress. They did not have an answer. Two days later a guy called and asked for all the information again. It has been close to two months, and I called again last week. The Highback overlays were in, They said the other stuff had to be back ordered. when I went into the store, the regular guy ( who works for the owner) was not there. I got the run around. But I received the high back overlays. They said they would install them for $20.00. I still have hopes of receiveing the other stuff.
I just want to know how other shops treat there customers, and is this normal with warantee work.
thanks for any input.