I'm interested to hear what others think about this because I'm at the point where I don't know whether I'm being unreasonable or whether this has genuinely been handled badly.
TLDR:
-Would you expect synchroniser rings and hubs to require replacement on a 2022 van with around 36,000 miles?
-Do you think Autocare are likely to class this as wear and tear or as a covered gearbox failure?
-Is a month plus a reasonable amount of time for this type of repair (gearbox removal, recondition, refit with oil and new clutch)?
-Am I being unreasonable in expecting better communication after repeatedly being told the van would be ready and now having to cancel a booked holiday?
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I bought a 2022 Vauxhall Vivaro from Arnold Clark in October 2025. It had around 30,000 miles on it when I bought it and I also purchased their extended Autocare warranty.
Not long after buying it I noticed the gearbox didn't feel right. The main symptoms were:
-Very notchy selecting 1st gear from neutral with the engine running.
-Reverse was often crunchy.
-All gears selected normally with the engine switched off.
-There was also some clutch judder when moving away.
I took it to Arnold Clark for an inspection and they said the technician could find nothing wrong.
I then immediately took it to an independent VAT-registered garage who confirmed the issue. They checked the gear linkage first, then advised the fault appeared to be internal to the gearbox. They also mentioned the gearbox looked as though it may previously have been reconditioned or repaired, although they couldn't confirm that without dismantling it.
The garage submitted everything through 1Link to Arnold Clark's warranty company (Autocare).
At first I struggled to get a straight answer from Arnold Clark. I was passed between the supplying dealer, Customer Services and the warranty department. Every time I asked whether the diagnosis was sufficient, I was essentially told they needed more information before they could decide.
I also asked Arnold Clark whether they had any record of previous gearbox work because if the gearbox had already been rebuilt before I bought the van, I wanted to know. Their response was that they couldn't see any gearbox repairs on their internal system, but couldn't say for certain whether work had or hadn't been carried out previously.
Eventually I authorised the gearbox removal because there was no other way to move the warranty claim forward.
The gearbox was sent to a gearbox specialist. After a full strip-down the specialist reported:
-Synchroniser rings were slightly worn.
-The wear was causing the stiffness and notchy gear changes.
-They recommended replacing the complete set of synchroniser rings and hubs.
-Repair cost was £1,020 including VAT.
The garage also checked the clutch and said it looked okay, but I asked them to replace it while the gearbox was already out because it seemed sensible to do it now rather than pay for gearbox removal again later.
My concern now is that the warranty may try to reject the claim because the report uses the word "worn", even though the policy specifically lists internal gearbox components and synchroniser hubs as covered items.
The other issue is the timeline.
The van went into the garage on 22 June.
By last Wednesday the garage told me they already had the rebuilt gearbox back.
I was then told:
-It would be ready last Friday.
-Friday came and went.
-Yesterday I was told it would be ready later that day.
-That never happened either, and I didn't receive any update.
The van has now been off the road for over a month. This is now me into the full 5 week. I've also now had to cancel a holiday which the garage has known about from the start and I'm mentioned umpteen times.
The garage itself is a small independent garage rather than a main dealer, so I appreciate they're not a huge operation, but I'm struggling with the repeated missed completion dates and lack of communication.
At this point I'm wondering:
-Would you expect synchroniser rings and hubs to require replacement on a 2022 van with around 36,000 miles?
-Do you think Autocare are likely to class this as wear and tear or as a covered gearbox failure?
-Is a month plus a reasonable amount of time for this type of repair?
-Am I being unreasonable in expecting better communication after repeatedly being told the van would be ready?
I'd really appreciate hearing from anyone who's dealt with Arnold Clark, Autocare warranties, or gearbox warranty claims before.
Thanks.