Marty Stauber, , the serviceman, responded to the call right away and said he would come the next morning, but would call around 9:00 a.m., before coming. He got the specs for the oven and asked questions so he could anticipate what might be wrong and have the part with him.. He called when he said he would, showed up with the part when he said he would, got right to work and was finished in about 30 minutes. We had some other, unrelated questions about the oven (i.e. do we need to replace hinges on oven door, and how does the continuous self-cleaning feature actually work?) which he answered for us. He gave us information about the oven that we did not know, even though we had the oven for 15 years. After learning that we needed to replace the hinges, he called and got a price on the part and told us what would be involved in replacing these, as well as what the total cost might be, without us even asking. Marty was very experienced and knowledgable We've used many appliance service people over the years, but he was by far, the best. We will definitely use this company and this technician before any other in the future.