I brought my Domane 5 AL into a local shop, Trek dealer, for a tune up. The guy who worked on it was completely incompetent. Didn't tune anything, put on a new chain and cassette - the cassette not even tightened, and worst of all someone dropped the bike!
When I got the bike back the shifting was a disaster, I brought it back and a different guy was unable to fix it either. I worked on it myself, found out the derailleur hanger was bent and a bunch of other stuff was a mess. Wrote a letter to the manager, no response.
The CEO of Trek has his email listed and encourages emailing so I did. He wrote me back 40MINUTES LATER ON A SATURDAY AFTERNOON! Two days later, my problem was solved! Unbelievably great customer service - in fact, the absolute best I've ever experienced! What a company!