Re: Hoover six tearing clothes!
Check that the door seal is ok. There should be a triangular piece of seal at the 12 oclock position. I’ve noticed that with heavy use and large loads this part of the seal wears away which allows clothes to fall forward and catch on the drum. Easy to compare the wear if you have a new seal to hand.
Make sure there is no bra wire under the drum which is occasionally pinging up.
Get the customer to check there isn’t a thorn bush near her washing line. I had this years ago, the customer was convinced it was the washing machine that was plucking her clothes.