Q: Loud thump when SUV downshifts

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There is a loud ‘thump’ noise when my SUV downshifts. You can feel the hardness of the shifting and the thump. The dealership won't seem to help me, so I’m looking for information as to what to say to them so they “will” help me. Can you give me a starting point of knowing what is causing this and what to tell them? Thank you.

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