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Hello, I have a problem with a motor vehicle which is being repaired under its new car warranty. I bought the vehicle (2015 Jeep Cherokee) privately in January this year from its first owner. it had about 6 months left on the new car warranty at that point. Shortly after purchase, I reported a fault to the local service agent about severe gear changes at low speeds. The vehicle has subsequently been to the agent several times for repairs and has had a new gearbox installed but the fault still remains.

The vehicle has now been left with the agent for the last six weeks but there is no resolution in sight. The agent is liaising with Jeep NZ and Asia Pacific who are apparently instructing on a never ending series of tests. The agent has provided us with a temporary vehicle of a lower standard.

There does not seem to be a question of whether they will fix it under warranty, just no satisfactory action. On 25 June I complained to the agent in writing (at his request to pass on to Jeep NZ), seeking resolution by way of either repair, purchase of the Jeep for the price I paid less than 6 months ago or enticement into another Jeep.

I have requested in writing to be provided with details of the work performed by the agent but at this point have not received that and only have the verbal updates to go by.

Can you please advise what my next steps should be and how long I should be prepared to wait for a resolution?

Often dealers are required to run prescribed procedures and tests before obtain a replacement part for example a gearbox these are set out by the manufacture.

It is a good idea to state resolutions that would satisfy you in a letter of compliant as often the dealer will be look for a way to resolve the issue but may not know the best way forward.

You could follow up the email/ Letter with a phone call to them asking if the have received the email/ Letter and ask when you will receive a response back.

You shouldn't need to wait for a response more that a few days once it has reached the correct person whom has acknowledged received the letter for a response.