Get missing dash pixels repaired by BMWNA (E39)

Originally Posted by drd

I sent the initial email off 2 weeks ago, when I found this thread. Very useful by the way!

They (BMWNA) contacted me by phone Monday of this week, dropped the car off this morning, it's already done. Pick it up tonight.

BMWNA picked up the parts, I pay for labor only. They estimated 1/2 to a full hour.

I'm very happy with the way they handled it. This is/was the only flaw in my car and was just one of those things that picked away at me every time I looked down at the instrument cluster.

The guy that called me from BMWNA said that my car as a 2000, with 41K miles, shouldn't have had this issue and that's why they would fix it. Not sure if they handle it differently depending on mileage.

where in oregon are u located
i emailed about it and got my call and for some reason they said they will only pay half the parts and i have to pay labor
dont understand why some people get it full covered and some dont

Originally Posted by 540i6spdwi

Hiya, new to the forum... Figured I'd post my experience...

I've got a 1997 540i that had the high cluster problem. Bought the car used from my local dealership 2 months ago with 120,000 miles on it. It was not a CPO car. Heard about the customer loyalty recall and so I called BMWNA, figured nothing ventured was nothing gained. the number I called was 1-800-831-1117. Got a gentleman by the name of Mike, who was very pleasant and helpful. He asked the usual battery of questions, year, mileage, last couple of digits in the VIN, how many BMW's did I currently own, how many have I owned in my life, etc. Said he would talk to his marketing team and someone would be in touch. 3 days later he called back, asking which dealership I planned to use. I told him my local BMW dealer here in Madison, WI and he said that he would call me back later. 2 days later he called back saying that BMW would pay 100% of the cluster and I had to pay labor. I made an appointment to get the car in for the following week. When I made the appointment I asked about the labor cost and was told it would be 1 hour, $100. Got the car in, and it was done in almost 1 hour exactly. Bill was $142. I asked why this way and was told that it wasn't an hourly labor rate, rather cluster swaps were billed at a fixed rate due to programming. They immediately agreed to drop the bill from $142 to the $100 I had been quoted, so I was quite happy... until I got into the car... all of your presets will be gone, I had been tracking fuel mileage since day one, that was gone, all the radio stations had to be reprogrammed, etc... really a minor thing considering the cost of a new cluster though... so yeah, for those keeping score, '97 540i, 124,000 miles, not a CPO car, previously owned 4 BMW's, free part, I pay labor.

-Brad

See i have a 97 540 and i emailed
my car only has 60k original miles, i am second owner. I have bought it from the original owner. I also have a 03 x5 and have owned a 68,69,and a 70 bmw 2002 and they came back today with 50% parts and i have to pay labor

seems like they are not being fair with everyone
honestly it pisses me off. i think i will call my contact person back tomorrow and ask her the reasoning

Just heard from BMWNA, and they said they will be paying for the whole thing, including labor. I consider myself really really lucky. Thanks to all of you on this board for your help.

I contacted BMWNA on Fri sept 15th and talked with Nellie about my 540i with 99k. She asked me all the questions, including what other bmw I may have owned in my life.. She said the approval for replacement was on a case by case basis. I told her that I contacted bmw in '04 regarding the pixel iss.ue I also, told her I have paperwork proving this. She said she will get back to me soon. I hope I get this replaced due to the fact that I had proof of this problem from 2years ago and have been living with this..

Originally Posted by Timbre

I contacted BMWNA on Fri sept 15th and talked with Nellie about my 540i with 99k. She asked me all the questions, including what other bmw I may have owned in my life.. She said the approval for replacement was on a case by case basis. I told her that I contacted bmw in '04 regarding the pixel iss.ue I also, told her I have paperwork proving this. She said she will get back to me soon. I hope I get this replaced due to the fact that I had proof of this problem from 2years ago and have been living with this..

I had Nellie as my contact too

I had a Mike which left me a voicemail, but I have called back about 12 times, and keep getting his vmail.

Originally Posted by Thornton

I had Nellie as my contact too

You are the one above having to pay half??

Originally Posted by Thornton

I had Nellie as my contact too

were you able to get it paid in full?? if not, how much did it cost??

WOW! Got a response from Leonora and emailed her my info...hope to get a call soon...

Received an email from Gene (BMWNA) and will replace the pixels as a goodwill and would have to pay for labor, I am happy with that and emailed her back for the number of my Service Advisor as requested....

Originally Posted by laidback

WOW! Got a response from Leonora and emailed her my info...hope to get a call soon...

What year do you have and how many miles. Also, are you the original owner?? This is good news for you.. I hope I receive the same news...
I have yet to hear from them regarding my car.

Originally Posted by Timbre

What year do you have and how many miles. Also, are you the original owner?? This is good news for you.. I hope I receive the same news...
I have yet to hear from them regarding my car.

Thanks...I have a e39 M5 and Im the second owner, had the car for three years now mileage is @ 50000 miles..Im sure they'll take care of the pixel problem...Goodluck...

I just got word that BMW will cover the cost of the parts and I will be responsible for the labor.... I am sooooooooooooooo happy!!!

Congrats!!!

Originally Posted by Timbre

I just got word that BMW will cover the cost of the parts and I will be responsible for the labor.... I am sooooooooooooooo happy!!!

What a great Thread. I was just surfing this site and said, wow I have that problem. So I used the same protocol as everybody did. Got a quick response from Leonora, then a quick response from BMW NA representative who was very professional (Nelly). She gave me a call back within a couple days and offered to pay for parts. I was very impressed. I am second owner with high mileage and never owned a BMW. I was looking to pay half of the part, but I seemed to always be blessed. I will definitely consider buying another BMW. I have a 02' 525i which will be passed down to my son.

I followed the propotol and got the part for free, but I was charged for two hours labor even though the head of the service department agreed with me beforehand that it was a one-hour job. In addition, I am disatisfied with the "fit and finish" of the interior pieces that were removed for the job. There is now a space between the wood trim and the console that did not exist before. I will call them to ask them to fix it and let you know how it goes.

I have a 97 540 115,000 mile: and sent the request to BMW like the rest of you. I did receive a response email asking for year mileage etc. and that some one would be assigned to me on 8/09/06. did not receive any other email. Sent a follow up on 8/17 then 8/24 and 9/18. Resent the first email and tried to start over again with no success. Still have not received any responce.
Any ideas?

Well, have not heard any response to my request.

Please look in to this discrepancy.

Any needed info will be on this email chain for documented purposes.






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From:
Sent: Thursday, August 24, 2006 11:28 AM
To: 'Leonora.Vlaovich@bmwna.com'
Subject: FW: RENAUD: Does BMWNA have a repair/replacement program?



Second follow up email.

Have not received any response since August 09 2006

It is now August 24, 2006

Please reply with updated info.






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From:
Sent: Thursday, August 17, 2006 10:34 AM
To: 'Leonora.Vlaovich@bmwna.com'
Subject: RE: RENAUD: Does BMWNA have a repair/replacement program?



Just doing a follow up email.

Have not received any response since August 09 2006

Please reply with updated info.



I’m sure you busy with may other issues, please look in to my case when time permits.



Thank you,










--------------------------------------------------------------------------------

From:
Sent: Wednesday, August 09, 2006 10:29 AM
To: 'Leonora.Vlaovich@bmwna.com'
Subject: RE: RENAUD: Does BMWNA have a repair/replacement program?



Thank you for your assistance.









114,922 miles

VIN xxxxxx



Momentum BMW
10002 Southwest Freeway, Houston, TX 77074
(713) 596-3100
business profile | phonephone | map

http://www.momentumcars.com








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From: Leonora.Vlaovich@bmwna.com [mailto:Leonora.Vlaovich@bmwna.com]
Sent: Wednesday, August 09, 2006 8:53 AM
To: andrew_renaud@metronetworks.com
Subject: RENAUD: Does BMWNA have a repair/replacement program?



Dear Mr. Renaud,

As coordinator for National Customer Relations, I will assign a representative to assist you; however, I require some additional information. Please respond with the name and address on the registration, all contact phone numbers, mileage to date, the last 7 digits of the VIN, and identity of your BMW dealer.

The BMWNA goodwill does not extend beyond US jurisdiction.

Regards,

Leonora Vlaovich

Customer Relations CoordinatorBMW of North America,

LLC201-263-8222 (phone)

201-930-8484 (fax)


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To: Leonora Vlaovich
Customer Relations Coordinator
BMW of North America, LLC
201-573-7742 (phone) Numbers changed – see above
201-930-8362 (fax)

Leonora.Vlaovich@bmwna.com

I have a (1997 & 540 BMW) and a number of pixels in the instrument cluster either function sporadically or no longer function at all. Does BMWNA have a repair/replacement program in place for issues such as this?

Originally Posted by gio436

I have a 97 540 115,000 mile: and sent the request to BMW like the rest of you. I did receive a response email asking for year mileage etc. and that some one would be assigned to me on 8/09/06. did not receive any other email. Sent a follow up on 8/17 then 8/24 and 9/18. Resent the first email and tried to start over again with no success. Still have not received any responce.
Any ideas?

Time to pick up the phone and give them a call. Use the number in your Users Manual.

Hey quick question and sorry if this has beeen covered - but I heard that the dealer will reset your milage on your car with a new cluster replacement - is this true?

The dealer does a complete replacement and recoding of everything when they install a new cluster.

Sent Leonora an email mid September. All details now complete with BMWNA, (they pay parts -I pay labor). Repair scheduled Oct 23rd. The only bad thing is that I have to deal with my local dealership..."They're a real piece of work". But all an all , still suprised that they were willing to fix a 2nd owner, 60K mile, 2001.

IKE

Are they replacing the whole cluster or just the computer part with its display?

Are they replacing the whole cluster or just the computer part with its display?
Malcolm

I sent an email on my 2000 M5 with 85K on Thursday 10/26 and received a response asking for the above information with a copy of my registration on 10/30. Very prompt response of a form letter, in fact the form still had someone elses info for a 2001 740il info in it. Thanks but I'd rather keep my M5!

I am particularly interested in my response since my dash display was previously replaced under warranty by prior owner at 32K. Sure seems that these displays are absolute garbage and BMW should have at least replaced it with something that would last 10 years minimum, but it looks like they are just replacing with the same OE crap that has the problems. 2 failures in 6 years is not a quality part and does not belong in a BMW.