I NEED YOUR HELP. HOW WOULD YOU DEAL WITH THIS?

I need your help. In this video I discuss the situation I am in at the shop. Did we cause the transmission to stop working or was it like that before? This gmc sierra has 354000km and was driven 340km before they came back to repair the problem. How would you deal with this. This is a good customer that I dont want to offend. Looking for your input in the comment section.

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