Welcome to the world of large companies. Your issue is common. Think about those folks who had problems with their mortgages and tried to pin someone down to address their individual case. Large companies don't handle exceptions very well.
Getting what you are after may actually make the situation worse. To get a definitive answer, may involve taking those that are part of the solution out of their jobs, lengthening the fix time. I recommend asking BMW to making you whole after the fact as the best overall solution. But if others have insight and experiences, would love to find out.
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Last edited by chrischeung; 10-01-2012 at 11:33 AM.