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      06-28-2021, 02:18 PM   #1
golovko
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Rant - Out of patience with BMW Assist and not having remote services

I've had my M3 Comp since March. At that time all the remote services were working great, realtime traffic updates, remote start/climate ventilation, remote lock, 3d view, etc. At some point in April all the remote services disappeared, no realtime traffic data in the car, ConnectedDrive website shows I have no remote services enabled. Frustrating but not the end of the world.

I called BMW Assist in April and they didn't know what was going on so they opened a ticket for the mysterious team called IT at BMW. They said someone will be in touch in 7-10 days. So I wait. 2 weeks go by and nothing. After the 3rd week I call (approaching May now) and the representative on the line didn't know what was going on but agreed I should have heard something by now so they opened a 2nd ticket. I wait another 3 weeks and call after not hearing a word from anyone at BMW about my ticket or issue.

I call again and this time someone understands what is going on and adds the remote services back to my account one by one as a trial to buy me time until the "IT" team can fix the issue.

This past Wednesday there was a remote software update to the car which I completed. Now all my remote services are gone again.

I called BMW Assist again on Friday and the person I spoke to literally told me she didn't know how to help me so if I can just call back another day.

I called back Sunday and the person I spoke to was equally clueless and told me to call BMW Genius on Monday.

Today I called BMW Genius, they told me they can't help with these issues and to speak to BMW Assist but ask for a supervisor. After transferring me and explaining my issue...again...I ask to speak to a supervisor and the representative just disconnected me without saying a word and put me back at the main menu. Some how this got me to a customer service rep (Not part of BMW Assist) who then had to reconnect me back to BMW Assist.

Each time I call and speak to someone they have me run through all the same troubleshooting steps over and over. Akin to calling your ISP and they ask you to unplug your router. "Hold the volume/power button down for 70 seconds" - no change? "Go through iDrive and update apps and services" - no change?

Now I am waiting for a call back from a supervisor at BMW Assist. BMW actually expects people to pay a subscription fee for these services after the first 4 years are up? I've spent more time on hold with BMW Assist than I have in the car driving it.
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      06-28-2021, 06:56 PM   #2
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Are you sure the subscription doesn't end after 3 months and you have to subscribe to it then like the wifi ?
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      06-28-2021, 07:05 PM   #3
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This may be the biggest first world problem I've ever read...anywhere lol
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      06-28-2021, 07:49 PM   #4
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After any dealer repair, followed by a software update, I always have to run through the steps below to get my ConnectDrive services up and running again.. This is a 100% guaranteed to restore my iDrive 4 EVO CD features and traffic info.

Not sure if this also applies to G8X iDrive 7 but it cost nothing to give it a shot:

https://www.bimmerpost.com/forums/sh...php?p=27744549
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      06-28-2021, 08:27 PM   #5
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Quote:
Originally Posted by barryc365 View Post
Are you sure the subscription doesn't end after 3 months and you have to subscribe to it then like the wifi ?
No its good for 4 years. Its the Connect Professional Package which includes realtime traffic and remote services. The only thing that expires after 30 days is the traffic camera service which is a trial. You can't even "buy" the missing package because one back office system thinks I already have it even though it doesn't show as any active subscription.

You can check your own subscription by logging into the connect drive website and seeing when each service expires.

No issues in my wife's 2021 X3M with these services.
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      06-28-2021, 08:30 PM   #6
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Quote:
Originally Posted by Poochie View Post
After any dealer repair, followed by a software update, I always have to run through the steps below to get my ConnectDrive services up and running again.. This is a 100% guaranteed to restore my iDrive 4 EVO CD features and traffic info.

Not sure if this also applies to G8X iDrive 7 but it cost nothing to give it a shot:

https://www.bimmerpost.com/forums/sh...php?p=27744549
It's different now. You go to Apps then highlight "installed apps" and press the options button on the controller. This brings up the "Update Apps and Services" option. One of the troubleshooting steps BMW Assist had me do
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      06-29-2021, 10:43 AM   #7
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Unfortunately, far too often, we know more about these cars than the poor folks who run the helpdesks and who are first level support.

Don't even get me started on the genius thing. Maybe it's German irony?

Best of luck, OP. Sounds to me like you need to escalate it within BMW. Use your local service department to put you in touch with your regional technician.
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      06-29-2021, 10:51 AM   #8
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There are two apps. The old app I can remote start my M3 but the new app does not work. I can hear my car clicking after I send the signal from the new app but it won’t start. I don’t understand any of this. Anyone else having this issue? I realize up above some smart ass called this a first world issue but I’ve been able to remote start my car is from apps for like six years so there’s no reason why BMWs brand new M3 shouldn’t be able to do it.
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      06-29-2021, 11:02 AM   #9
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Quote:
Originally Posted by Patton250 View Post
There are two apps. The old app I can remote start my M3 but the new app does not work. I can hear my car clicking after I send the signal from the new app but it won’t start. I don’t understand any of this. Anyone else having this issue? I realize up above some smart ass called this a first world issue but I’ve been able to remote start my car is from apps for like six years so there’s no reason why BMWs brand new M3 shouldn’t be able to do it.
The brief time I was able to use remote start, I enabled it indirectly via the climate control/pre-ventilation option in myBMW app. I had not tried just remote starting the car directly. I also have this option enabled in the car, there was a checkbox in one of the climate control menu options. When it worked, it was a great feature for hot summer days when I'm getting my daughter into her car seat I can start the car and start cooling it off.

Agree on the first world issue, you can argue that having a brand new M3 is a first world issue, sure. But we should expect that all its features work as designed and when not, they're fixed/resolved.
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      06-29-2021, 11:03 AM   #10
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Quote:
Originally Posted by LuvMyE92 View Post
Unfortunately, far too often, we know more about these cars than the poor folks who run the helpdesks and who are first level support.

Don't even get me started on the genius thing. Maybe it's German irony?

Best of luck, OP. Sounds to me like you need to escalate it within BMW. Use your local service department to put you in touch with your regional technician.
Thanks! Its extremely frustrating. My frustration isn't even with the fact that it doesn't work. I understand as an early adopter that I will experience hiccups. My frustration is entirely with BMW customer support and how poorly trained their on-call reps are.
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      06-29-2021, 01:47 PM   #11
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Quote:
Originally Posted by golovko View Post
Thanks! Its extremely frustrating. My frustration isn't even with the fact that it doesn't work. I understand as an early adopter that I will experience hiccups. My frustration is entirely with BMW customer support and how poorly trained their on-call reps are.
I didn't pay enough attention; just noticed that you were local. Dealing with Leith? Just call Kelly (service manager) directly, he's a good guy, he'll help you out I'm sure.

In past issues with my M2, I met and drove the car with the regional guy, whose name escapes me at the moment, he too was very nice, reasonable, and resolved the issue for me. Kelly coordinated all that.
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      06-29-2021, 03:13 PM   #12
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Quote:
Originally Posted by LuvMyE92 View Post
I didn't pay enough attention; just noticed that you were local. Dealing with Leith? Just call Kelly (service manager) directly, he's a good guy, he'll help you out I'm sure.

In past issues with my M2, I met and drove the car with the regional guy, whose name escapes me at the moment, he too was very nice, reasonable, and resolved the issue for me. Kelly coordinated all that.
Thanks for the recommendation. I think I am at that point where I need to just leave it up to Leith to resolve.
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