It was the height of Melbourne lockdown, appointments only. Service bookings were full. I brought a rear wheel to the Kew branch seeking advice. The staff member told me I needed certain sized shim. She ducked inside to grab one and gave it to me, freely. I explained I did not have the tool to be able to fit the shim. She went inside again, spoke to Service and they fitted the shim in a couple of minutes. Still no charge, and I'm on my way. Now that's what I call service - and i will think 99 bikes first, when next I need to purchase something for the bike. MF, Hawthorn