The top agitator has small plastic mechanisms called "dogs" which engage the upper agitatior when needed. If the top agitator spins in both directions by hand, these gears are worn. To replace them, remove the top center cap by pulling straight up on it. This sometimes requires a good deal of pulling force. Then, if you look down in the center hole, there will be another cap recessed in there. You remove that by pulling up on it as well. Then there will be a center bolt which has to be removed. After that, the top agitator will pull off and you can look down and see the dog gears (usually 4). They are readily available and cheap. Note: I recommend replacing the cap o-ring when doing this repair.
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