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I've taken the vehicle to the dealership 3 times for this issue. The first time I was told that they cannot duplicate the issue. I was also told that hard shifting is part of the design on the Grand Cherokee and it's normal.
Second time I took it in, I insisted that a service technician drive with me so I could point it out. Technician drove with me and said he could hear and feel the issue I was experiencing. Technician stated that it definitely did not feel or sound normal. When we got back to the dealership, the technician told the service manager what he experienced. The service manager said that they were really busy, and that it would be best for me to bring the vehicle back when it was time for my next oil change, and that they would address the issue at that time.
Third time I took it in, was the next time I needed an oil change. I reminded the service manager about the transmission issue and he said no problem, we'll take a look. I also reminded him that a technician already felt and heard the issue and to speak with the technician. I was called back a told the vehicle was ready to be picked up. When I arrived at the dealership, I was told that the Service Director was unable to duplicate the issue and so they were not going to do anything about it. I reminded the service manager that one of their techs already witnessed the issue. I explained that the issue is intermittent, but it is is definitely an issue. I reminded the service manager that we all spoke about this the last time I was at the dealership. At this point the service manager basically, flat out lied, and said we never had such a discussion. When I asked him to get the tech who rode with me, he said he wasn't around. The service manager further went on to state that even if the tech was around, and even if he did feel the issue, it was irrelevant because that particular tech is not a transmission specialist.
In the end I asked what they were going to resolve the issue, the service manager said, "what issue?" There's nothing wrong with your transmission. We can't duplicate the issue and so there is no problem.
Orange, CA, US