We smelled a burning rubber smell and opened the door smoke billowed out.

Most likely inner tub support is cracked and inner tub was rubbing on door boot. Bring support, 6 tub bolts (may shear off), and door boot. Tub bolts I believe take a 10mm socket. What were they washing at the time? I have had several of these where the customer washed rubber back carpets/throw rugs where the rubber backing has been flaking off and gets between the tub and the spin basket and often times clogs the tub outlet hose to the drain pump. Many of these customers also complain about a burning rubber smell…