I'm very sorry to have to say this, but service is just really bad (and to some extent dangerous).
1) Far too much waiting time, staff does not seem to be organized at all.
2) Missing simple tools:
Apparently there was an issue with the back-wheel that needed the tool to remove the cassette, that was however not available. Luckily they have been able to simply swap the wheel from a presentation bike (that apparently had a few scratches, but that is more or less fine for me).
When I was in the store and like to get the left crank changed (have a left crank with a pomermeter). But who might have guessed that, they don't have a simple tool to remove the plastic cap of the left crank.
On a serious note, which bike seller does not have the right cassette remover available? I even have these tools personally (in Europe, and now as well here in HK). All these tools you can get in a standard simple bike toolbox for
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