Our local REI seems to have good folks on staff. Haven't had any service work done, but on specifically requested parts they have went out of their way to give an answer as to whether they have it in stock, if they can source it, how long that may take, and most importantly; if computer says they have it in the store, they will go and find it if it's not on the sales floor. i once had a female employee scaling ladders to access a pair 27" tires in overhead storage for me...that really surprised me. Most retailers will tell you "if it's not on the rack to visit our online site".