The video certainly helped, but I just exchanged the wiper blade insert itself when I did not want to put too much brain power into how the entire blade would come off.
yes - I agree - if the customer will pay for it then they try to earn some revenue. They fail to see that a dealer that "looks after" a customer will earn future business.
I have a 2012 SE and recently had the 13-03-18 TSB completed and it seems to have corrected the "slow down and the accelerate" then thumb/hard shift issue. Mine was covered under warranty and I had to show the service writer the TSB.