Received replacement within 3 days of order. Followed video online for removal and installation. Only needed a small blade screwdriver to pry off several parts to get to the broken part, but needed to be gentle for fear of breaking another part. Everything is plastic. Took 40 minutes to remove, 5 minutes to reinstall. Everything is like new now but I'll load heavy things in the back not front, to minimize leverage force on the new part when rack is extended.