I visited the Trek Penrith store to enquire about an eMTB. I live in the lower Blue Mountains area and have access to many fire trails which I previously rode my "analogue" MTB, but with my age (57) and fitness I was having difficulty climbing hills and steep slopes. I was introduced to the Trek Rail series and took a Rail 5 for a test drive, I was very impressed with this eMTB and the Rail 5 suited my riding and the type of trails I ride perfectly. I returned with my wife a few weeks later and was assisted by James H who provided the most excellent service and advice. James was very knowledgeable about Trek bikes and products, was very understanding and responsive to my many questions and requirements, fitting me out with all the gear I needed both on the bike and for me. There was another customer assistant who was also very helpful, and I wish to thank him also. I should also add that the Rail 5 I wanted was not in stock at Penrith, James found my bike at the Rouse Hill store and discussed with his Manager how I can get that bike. The Penrith store manager secured the bike from Rouse Hill and offered to collect it so it could be set up at the Penrith Store. How's that for excellent service! My bike was setup and ready for collection the next day! I collected the bike the following day and was again assisted by James, who provided a pre delivery instruction, answered many more questions and had my order all organised. James and another customer assistant assisted with loading the bike in my car and managed to pack the bike and other items carefully and safely in my small Mazda 2 car. I wish to thank James and the other staff at Trek Penrith, the service was professional and excellent. I am extremely happy with my new eMTB, those hills and steep slopes are now a breeze to climb.