04-30-2020, 04:18 PM | #1 | |
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Remote Software Upgrade - I took my case to the BBB
Fed up with not getting a response from BMW, I raised a complaint to the Better Business Bureau for the lack of Remote Software Upgrades.
Here is BMW's official response: Quote:
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eagle_bmw182.50 X54TH902.00 mrichione96.00 OzJedi111.00 2019x5User146.00 randybobandy304.50 radmjk240.50 DerfflingerMX0.00 |
04-30-2020, 07:23 PM | #2 | |
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04-30-2020, 07:44 PM | #3 | ||
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05-01-2020, 08:50 AM | #4 |
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Good stuff...I could see them blaming the pandemic on dragging their ass, when now would be the BEST time for them to work on their software!
I've just accepted the fact that they are full of shit, and don't really care what you or I or anyone else paid for and expected. Part of my decision in purchasing this vehicle was the technology on board. Sadly, these expectations fell short. I love the vehicle and the ride, but BMW leaves much to be desired in their customer service, commitments, communication, and quality. I guess I can get pissed and all, but the BBB approach done in mass may be in everyone's best interest. I'll end up sending another concern to BBB, but this may be it for me with BMW. It's a shame, I love my dealership...they definitely keep me happy with all these "issues". Let's talk "issues"...on a $70k and up vehicle, I do not want empty promises or some bullshit excuse about "oh it's coming from Germany". Every single thing has become nickel and diming with BMW. Not sure if they are losing touch with their customer base that's stayed loyal. Some of you folks have been there with BMW for 30+ years, and can probably attest to the change in their direction. It's pretty bad when you have neighbors remark about your vehicle constantly being in the shop...actually, it's embarrassing. Reading your response from Kelsey...it's the same generic crap. If RSUs are coming and have yet to be launched, then why is it listed as an available service? Their logic and explanation is ridiculous. Again, I can't even be pissed at BMW anymore...the mothership is really making it difficult for the dealerships to keep customers updated and informed, since they do not even get release notes or any clear, concise information. ---END OF RANT--- |
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05-01-2020, 01:30 PM | #5 | |||
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Ok so here is the link to file a complaint with BBB:
https://www.bbb.org/consumer-complai...nt/get-started I had considered a more complicated complaint to include a description of all the technology that was not available when I purchased the car but that has now been turned on (e.g. Automatic Collision Avoidance System, Cornering Fog Lights etc.) however I decided to exclude those aspects as they have now been enabled. Body of my complaint: Quote:
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05-01-2020, 02:01 PM | #6 |
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^ Depending on when your X5 was updated you will not be included in the first RSUs since they are, or at least have been, an N-1 version update. In other words, when 07/2020.xx comes out then the RSUs will install a version of 03/2020.xx.
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05-01-2020, 11:01 PM | #7 |
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I had a OTA software update. An app was added not the complete software itself. So this is not exactly what you mean but it was OTA.
I am on 03/2020 which was done by the dealer beginning of March. BMW introduced e drive zones in Europe: turning on electric mode in PHEV by geofencing and charging or saving the battery while driving depending on the trip in navigation. This app was added over the air (without notification and without me confirming) I am sure it wasn't there when I checked 4 weeks ago and yesterday it was. Cities are being and added updated OTA too. |
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05-02-2020, 04:34 PM | #8 | |
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05-02-2020, 09:45 PM | #9 | ||
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05-02-2020, 10:05 PM | #10 |
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05-02-2020, 11:30 PM | #11 |
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My dealer keeps telling me they don’t have an update they can do on my car. I am on 07/2019.70 for Frac sakes. Today said their database shows I am on latest version. What a bunch of horse.... so I’m on n-2 and counting.
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05-03-2020, 12:42 AM | #12 |
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If the dealer is on an older (ie not the latest) version of ISTA+, the system may very well show that the latest version for your VIN is that 07/2019.xx version. For example, that was the case with my dealer as well. The difference is that my dealer service lead is competent: they immediately downloaded the updated ISTA+ at the time (it takes overnight or longer, it's a few hundred GB per release) and reprogrammed my car to then-latest ISTEP within 2 days. I didn't need to tell my guys their job, but perhaps you need to tell your guys theirs.
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05-03-2020, 09:45 AM | #13 | |
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05-07-2020, 02:51 PM | #14 |
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UPDATE:
I had a phone conversation with BMW NA this morning regarding my BBB complaint. There was a lot of hemming and Hawing going on. Rather than admit any guilt she just told me that my vehicle was "capable" of receiving OTA updates. I love that word "Capable". I responded with "Capable" doesn't mean you are actually doing it. I should have said: My vehicle is capable of exceeding speeds of 160 MPH but it won't reach speeds above 130 MPH due to it being "Governed" to not go past 130 MPH. So making the claim of it being "Capable" does not mean you are actually doing the updates OTA. Based on how the conversation was going I knew it would be futile to continue pushing her. I felt like I was on Star Trek dealing with the Borg! "You will be assimilated. Resistance is futile!". I did ask her to send me some documentation, or at least an email, regarding the fact that she said BMW would indeed be sending me an OTA update before the end of this year. Below is the email she sent me. "Dear Mitchell: Thank you for speaking with me today. As discussed, BMW of North America has reviewed your inquiry regarding Remote Software Updates. Updates are made available once the quality of the upgrades can be ensured and timing may vary. The next update available for your vehicle is estimated to be released before the end of 2020. If you have any further questions, please contact me directly. I can be reached Monday through Friday at 1-800-831-1117 ext. 5819 from 8:30 a.m. to 4:30 p.m. Eastern Time or via e-mail at alison.gaughenbaugh@bmwna.com. Thank you. Kind Regards, Alison" Of course, we all know what BMW's response will be if I don't get an OTA update by the end of 2020. They will reference this email reiterating "The next update available for your vehicle is estimated to be released before the end of 2020. They will tell me that the statement was only meant as an "Estimated" time frame and not a guarantee of it happening. I'm not expecting to get any OTA updates this year based on what we've been seeing in Europe with the OTA updates so far. |
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05-07-2020, 04:04 PM | #15 | |
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05-07-2020, 09:49 PM | #16 |
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This is listed in my BMW Connected Drive Portal on BMW's website.
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05-08-2020, 12:11 AM | #17 | |
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07/2020.54 -> 11/2020.50 -> 03/2021.50 -> 07/2021.85 [All OTAs] |
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05-08-2020, 01:19 AM | #18 | |
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It's next to impossible to hold any of these manufacture's responsible for their disastrous screw ups. I suspect they add the cost of multi million dollar lawsuits into the cost of the vehicle. Bottom line is I don't believe they give a rats ass. |
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05-08-2020, 05:08 AM | #19 | ||
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05-08-2020, 05:10 AM | #20 | ||
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05-08-2020, 11:01 AM | #21 |
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UKMS My dealer refuses to do firmware updates regardless of the issues I report so OTA is my only reasonable solution. Early on the dealer agreed it was coming, but now they do not even respond to such queries.
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2015 BMW X5 xDrive 50i/XL/CW/DA+/EP/LP/FVS retired; 2008 X5 4.8i; 2012 X5 5.0i retired, 2004 X5 4.4i retired R360c + EL, V1G2 + V1Driver, Uniden R8 |
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05-08-2020, 11:25 AM | #22 | |
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I still say that lack of OTA is not a 'disaster' IMHO and questionable whether a law suit for such an issue would get anywhere. A class action law suit for brake failures, fires, engine failures etc I get, but lack of software update I'm not so sure. Of course only my humble opinion. Over the years I've had my fair share of frustrations with cars, some have taken a long time to resolve but I've always found that building positive relationships and dialogue generally works. Perhaps it hasn't in your situation.
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