First went through the troubleshooting guide on the website and read the various stories and watched the repair videos for replacing the springs and suspension pads. Then before ordering any parts disassembled the machine only to the point of removing the cabinet to see if there were any obvious issues. The springs appeared OK but I couldn't tell of they were fatigued or not and all were in place but the tub suspension pads were definitely worn out. I then put the machine back together and went to the website and ordered new pads and springs. Received the parts in several days. I set my laptop beside the machine so I could follow the video step by step through the disassembly, repair and reassembly process. The video was a lifesaver. The worst thing about repairing anything is first trying to figure out how to take it apart. The video was spot on. I had no problems other than trying to put one of the three springs back on. Two of them popped right on but the third one that was under the water shield was a pain. I eventually figured out that if I pulled back and also rotated the spring about 45 degrees counter clockwise I could get the end of the spring in and pop it on the on the clip. Anyhow got the machine back together and it works great now. BTW I am pretty good at taking things apart but somewhat forgetful on how to reassemble them - in the correct order. The videos are great. They step you through the disassembly and reassembly. Other than the occasional fight with a spring reattachment of screw alignment they make the job relatively easy. After I placed the parts order I realized I would also need the tub wrench so I called Customer Service to see if I could add the wrench to the order. Unfortunately the ordering system wouldn't allow that so the CSR simply cancelled that order and opened a new one with the wrench added. The people there are great to work with. In the future as things break down this site will definitely be my go to site for parts and guidance.