First I looked up your website, clicked on the symptoms, under Commom Probems link, watched the video and ordered the part. It came 2 days earlier, which made me happy. Had to have my son pull up the agitator in the machine, which was stuck hard due to very hard water. Just like in the video, there it was, the agitator coupler. I used a 7/16 socket to unscrew the bolt. That was easy. The coupler however, was stuck very hard. I used a rubber mallet and tapped on all the sides of it to loosen. And I'm not recommending that method to pull it out. You don't want to damage the part it sits on. So be careful there. After the new part came in, the actual job to put everything together again took less than 8 minutes.My washing machine is over 10 years old. The videos on this website are awesome. AppliancePartsPros.com saves you money. Check it out. As a senior lady, I can't afford to have a professional technician, much less trust one to fix it. Thank you, AppliancePartsPros.com!