Oliver is great. When the silverware was rubbing on the door seal, Kitchenaid customer service told me that I would need to schedule a service call — so they could show me how to «correctly» load the silverware. Going along with their idiotic approach, they scheduled a service call with Appliance Mechanics. A day later, I called Appliance Mechanics and talked to Oliver — explaining the issue and then showing him the replacement silverware caddy that would fix the issue. Oliver contacted Kitchenaid/Whirlpool and explained the issue in terms they finally accepted. Thanks to Oliver, a replacement caddy is on its way from Kitchenaid. I know now that if I do have an issue with my appliances, I am calling Oliver at Appliance Mechanics. Superb customer service — even when Kitchenaid’s failed.