10/10 recommend the service department. Axel, Daniel, and Jake all went above and beyond. I have an older e-bike in with a battery not working. The first challenge was getting my bike to the shop. Jake lives near me and offered personal help, which was so kind, but it's a long-tail cargo bike, so too big. We eventually landed on using the Roadie, UPS's courier service. (This was the only negative - driver arrived with a Prius instead of a pickup truck, so I'd use Roadie with caution. This isn't on Trek, and they pushed that feedback to UPS.) Once the bike was in the shop, Axel's AMAZING service took over. He communicated with me multiple times a week. He even took it upon himself to call up the manufacturer to troubleshoot, and found out there were a limited number of discontinued batteries coming to market. I cannot overemphasize how great this service was...I was constantly amazed at how he and the team went out of their way to get my bike working again. THANK YOU!