Both the upper rack stop and roller assembly in the Whirpool-KitchenAid dishwashers are amazingly simple to install... IF you know the trick. Ain't that the way it always is in appliance repair: it's all a cake-walk IF you know what you're doing. And that's a big fat IF.
Problem is that most people don't know what they don't know but they THINK they know it all. Case in pernt:
Had a customer call me yesterday (Saturday) because the upper rack in their dishwasher came out. They insisted that I come right out. I told them that upper racks in dishwashers don't just come out on their own; great pains are taken during the design and manufacturing process precisely to ensure that this doesn't happen. Can you say, "class action lawsuit?"
I advised my customer that something had broken in the upper rack assembly to cause this unhappy condition, typically the rack stop or the rack rollers in the Whirlpool-Kitchenaid designs, and there was no reason for me to come out right away because I didn't have the needed parts but could order them and come out early next week. They insisted that I come right out because they KNEW nothing was broken.
So, in an effort to provide good service and giving the benefit of the doubt, I agreed to go out told them that they would be charged extra if it turned out that a part was needed that I didn't have (but knew would be needed).
And what did I find? Low and behold but the upper rack roller was had broken clean off!
They were appropriately contrite and embarrassed, paid for my service call fee for that day and will also pay full price for the repair when I return early next week with the needed rack roller.
Here's the part link to the upper rack rollers and how to replace them: http://click.linksynergy.com/fs-bin/click?id=uScxPlJWEIw&subid=0&offerid=225193.1&type=10&tmpid=2111&RD_PARM1=http&RD_PARM2=%253A%252F%252Fwww.appliancepartspros&RD_PARM3=.com%252Fwhirlpool-wheel-adjustable-mount-8268743-ap3043711.html
And here's the part link to the upper rack stop, incase you need that instead: http://click.linksynergy.com/fs-bin/click?id=uScxPlJWEIw&subid=0&offerid=225193.1&type=10&tmpid=2111&RD_PARM1=http&RD_PARM2=%253A%252F%252Fwww.appliancepartspros&RD_PARM3=.com%252Fwhirlpool-stop-8565925-ap3886370.html