BMW of South Atlanta

On June 26, 2013 we, Precision Installation, brought in a 2004 BMW 645Ci, on behalf of the vehicle’s owner, to BMW/MINI of South Atlanta to have calibrations done on the variable valve timing system, due to having one of the eccentric shaft position sensors replaced at our shop. All components of this vehicle were completely functional when it was brought to the dealership for service. The dealership's service advisor, Alex Roberts, informed us that this vehicle had not been updated since it was built and was quite adamant about having this update done. He, along with a service technician, further informed us that the update would take anywhere from an hour, up to five hours to complete. The update programming was approved by our shop Manager.

We left the vehicle at BMW for programming. The next day we were contacted by Mr. Roberts who informed us that the programming was complete and that everything was fine. He also said they were going to keep the vehicle overnight and test drive it in the morning. The following day we received a call from the dealership informing us that the programming was fine, but the I-Drive was knocked out. He further stated that this type of result happens occasionally when updating vehicles and they don't advise the updates. This was the first time we were told that the I-Drive would be knocked out, or rendered inoperative. We were astounded by the new mentioning of this. It is unconceivable as to why BMW would waste resources and time to create updates if the updates are not needed, and or cause problems to components of the vehicle. Furthermore, from a customer service standpoint, why would the service option to update the I-Drive be offered if it is known to cause damage to customer's vehicles?

We went to pick up the vehicle and the I-Drive was completely nonresponsive. After speaking to the technician (Mike), as well as the service manager, no one could tell us the fix for the inoperable state of the I-Drive. They gave us back the vehicle and refused to neither correct nor investigate their error. Needless to say, we had to go higher up for resolution and we still have yet to receive satisfaction for such negligence and non professionalism with this matter.

(Desired Settlement)

We request that BMW/MINI of South Atlanta correct their error of rendering the subject's, 2004 BMW 645Ci, I-Drive inoperable. As well as doing the calibrations on the variable valve timing system, for which was the original reason we had brought the vehicle into this BMW dealership. This is what needs to be done for our satisfaction, as well as the satisfaction of the vehicle's owner. However, this does not dismiss the poor customer service that we received from BMW/MINI of South Atlanta.