pe10-038 bmw 12-14-2010 bmw attachment - nhtsa

PE10-038

BMW

12-14-2010

BMW

Attachment

Rosa.Howell

B6

BMW Response to

NHTSA PE10-038 14 Dec 2010

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1. State, by model and model year, the number of subject vehicles BMW has manufactured for sale or lease in the United States. Separately, for each subject vehicle manufactured to date by BMW, state the following:

a. Vehicle identification number (VIN); b. Make; c. Model; d. Model Year; e. Date of manufacture; f. Date warranty coverage commenced; g. Whether the vehicle is subject to service action TSB/CSC SI M32 03 04; h. If affected by TSB/CSC SI M32 03 04, the date the service action was completed,

or “n/a” if not completed; and, i. The State in the United States where the vehicle was originally sold or leased (or

delivered for sale or lease).

Provide the table in Microsoft Access 2000, or a compatible format, entitled “PRODUCTION DATA.”

Response: The source of this information is our vehicle production database and is current as of 30 September 2010. The number of subject vehicles BMW has manufactured for sale or lease in the United States by Model and Model Year is contained in Table 1.

Model Model Year US Production

Cooper 2004 14,757 Cooper S 2004 13,553 Cooper 2005 14,209

Cooper S 2005 17,095

Table 1. Attachment “PRODUCTION-DATA” on CD No. 1 contains the requested information. Note, for items (g) and (h), that information, if applicable to a specific vehicle/VIN, is contained in Attachment “WARRANTY-DATA” on CD No. 1 in response to Question 5.

2. State the number of each of the following, received by BMW, or of which BMW is otherwise aware, which relate to, or may relate to, the alleged defect in the subject vehicles:

a. Consumer complaints, including those from fleet operators; b. Field reports, including dealer field reports; c. Reports involving a crash, injury, or fatality, based on claims against the

manufacturer involving a death or injury, notices received by the manufacturer alleging or proving that a death or injury was caused by a possible defect in a subject vehicle, property damage claims, consumer complaints, or field reports;

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d. Reports involving a fire, based on claims against the manufacturer involving a death or injury, notices received by the manufacturer alleging or proving that a death or injury was caused by a possible defect in a subject vehicle, property damage claims, consumer complaints, or field reports;

e. Property damage claims; f. Third-party arbitration proceedings where BMW is or was a party to the

arbitration; and, g. Lawsuits, both pending and closed, in which BMW is or was a defendant or

codefendant.

For subparts “a” through “e” state the total number of each item (e.g., consumer complaints, field reports, etc.) separately. Multiple incidents involving the same vehicle are to be counted separately. Multiple reports of the same incident are also to be counted separately (i.e., a consumer complaint and a field report involving the same incident in which a crash occurred are to be counted as a crash report, a field report and a consumer complaint).

In addition, for items “c” through “g,” provide a summary description of the alleged problem and causal and contributing factors and mfg’s short name’s [sic – BMW’s] assessment of the problem, with a summary of the significant underlying facts and evidence. For items “f” and “g,” identify the parties to the action, as well as the caption, court, docket number, and date on which the complaint or other document initiating the action was filed. Response: The source of this information is our customer contact database, various field report databases, and certain legal databases, and is current as of 30 September 2010. The number of reports, if any, by category, that may relate to allegations of loss of power steering assist is provided in Table 2. Table 2 also includes the number of reports, if any, in which an allegation, of the type noted in 2(c) and 2(d), is contained within the specific report in that category.

Category Number Number Including

Allegation of Crash

Number Including

Allegation of Injury

Number Including

Allegation of Fatality

Number Including

Allegation of Fire

Consumer Complaints

200 0 0 0 0

Field Reports 2 0 0 0 2 Dealer Field

Reports 0 0 0 0 0

Property Damage Claims

0 0 0 0 0

Third-Party Arbitration

Proceedings*

1 0 0 0 0

Lawsuits* 2 0 0 0 0

Table 2. *The third-party arbitration proceedings, and lawsuits, if any, are “Lemon-Law” matters.

BMW Response to

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Attachment “LL-LEMON-LAW-SUMMARY-INFO” on CD No. 1 contains the requested information for items (f) and (g).

3. Separately, for each item (complaint, report, claim, notice, or matter) within the scope of your response to Request No. 2, state the following information:

a. BMW’s file number or other identifier used; b. The category of the item, as identified in Request No. 2 (i.e., consumer

complaint, field report, etc.); c. Vehicle owner or fleet name (and fleet contact person), address, and telephone

number; d. Vehicle’s VIN; e. Vehicle’s make; f. Vehicle’s model; g. Vehicle’s model year; h. Vehicle’s mileage at time of incident; i. Incident date; j. Report or claim date; k. Whether a crash is alleged; l. Whether a fire is alleged; m. Whether a loss of vehicle control is alleged; n. Whether BMW replaced the power steering pump; o. If BMW replaced the power steering pump, explain in detail the reason the pump

was replaced, or “n/a” if not replaced; p. Whether the vehicle was re-purchased by BMW; q. If BMW re-purchased the vehicle, explain in detail the reason for the re-purchase,

or “n/a” if not re-purchased; r. Whether property damage is alleged; s. Number of alleged injuries, if any; and t. Number of alleged fatalities, if any.

Provide this information in Microsoft Access 2000, or a compatible format, entitled “COMPLAINT DATA.” Response: The sources of this information and the availability dates are as noted above. Attachment “COMPLAINT DATA - CC” on CD No. 1 contains the requested information for the consumer complaints that may relate to allegations of loss of power steering assist. Separate consumer complaint files are provided and are grouped according to consumer complaint code as noted in the file name. Within each file, complaints are listed by BMW file number. Although not specifically requested, we have included the complaint code for each complaint in order to identify an individual complaint with its corresponding code/description. Also included is the vehicle production date. Although not specifically requested, we have also included fields identified as “Type” and “Issue Summary” in Attachment “COMPLAINT DATA – CC” on CD No. 1. “Type” is used by the customer service representative to help categorize the customer’s request, such as

BMW Response to

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“inquiry”, “complaint”, etc., while “Issue Summary” is used by the customer service representative to help summarize, in a very brief manner, the customer’s concern. The consumer complaint codes and code descriptions utilized in the search are contained in Table 3. Table 3 also includes the number of complaints by specific complaint code. Consumer complaint codes and descriptions (3201 – SUC – Wheel Vibration/Balance, 3211 – SUC – Steering Box), while also utilized in the search, did not produce any complaints which may relate to allegations of loss of power steering assist.

Consumer Complaint

Code

Code Description Number of Consumer

Complaints 3200 Steering Unit Components

(SUC) 113

3201 SUC – Wheel Vibration/Balance

0

3211 SUC – Steering Box 0 3213 SUC – Steering Rack 3 3231 SUC – Steering Column 4 3233 SUC –Steering Wheel 4 3241 SUC –Hydraulics – Pump,

Hose 76

Table 3.

Attachment “COMPLAINT DATA – FR” on CD No. 1 contains the requested information for the field reports that may relate to allegations of loss of power steering assist. Although not specifically requested, we have also included production date. The field report code descriptions utilized in the search were as follows: • Steering • Power steering • Steering locked/stiff/binds/pulls • Power steering cooling fan • Front axle / front wheel control • General vehicle electrics

Attachment “COMPLAINT DATA – OR” on CD No. 1 contains the requested information for “Other Reports”, i.e., notifications to BMW from other sources, such as from field- or market-area representatives. In those cases, there is not a report of the specific type noted in 2(a) through 2(g). Nevertheless, we are including the information as it may relate to allegations of loss of power steering assist. For item 3(p) and 3(q), no vehicle repurchase, if any, has occurred solely due to a matter that may relate to an allegation of loss of power steering assist. In other words, an allegation, if any, that may relate to loss of power steering assist, is not the sole reason for a vehicle repurchase.

BMW Response to

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Attachment “COMPLAINT DATA – LL” on CD No. 1 contains the requested information for the (“Lemon-Law”) third-party arbitration proceedings and (“Lemon-Law”) lawsuits that may relate to allegations of loss of power steering assist.

4. Produce copies of all documents related to each item within the scope of Request No. 2. Organize the documents separately by category (i.e., consumer complaints, field reports, etc.) and describe the method BMW used for organizing the documents. Response: The sources of this information, and the availability dates, are as noted above. Attachment “CC – CONSUMER COMPLAINTS” on CD No. 1 contains copies of the consumer complaints that may relate to allegations of loss of power steering assist. Separate consumer complaint files are provided and are grouped according to consumer complaint code as noted in the file name. Within each file, complaints are organized chronologically. Attachment “FR-FIELD-REPORTS” on CD No. 1 contains copies of the field reports that may relate to allegations of loss of power steering assist. Attachment “LL-LEMON-LAW” on CD No. 1 contains copies of the lemon law cases that may relate to allegations of loss of power steering assist. These cases do not comprise any instances of crashes, injuries, or fatalities. Lemon law cases are based on a variety of complaints where it is alleged that the vehicle is out of service for more than 30 days or that certain alleged defects cannot be repaired after a reasonable number of attempts. Power steering may be one of a number of alleged defects in the Complaint, but is not the focus of the Complaint, or power steering may be part of a repair order related to the lawsuit or third party arbitration/mediation although not specifically stated in the Complaint filed.

5. State, by model and model year, a total count for all of the following categories of claims, collectively, that have been paid by BMW to date that relate to, or may relate to, the alleged defect in the subject vehicles: warranty claims; claims that were repaired under service action TSB/CSC SI M32 03 04; extended warranty claims; claims for good will services that were provided; field, zone, or similar adjustments and reimbursements; and warranty claims or repairs made in accordance with a procedure specified in a technical service bulletin or customer satisfaction campaign.

Separately, for each such claim, state the following information:

a. BMW’s claim number; b. Claim description, (i.e. warranty, TSB, extended warranty, good will, etc); c. Vehicle owner or fleet name (and fleet contact person) and telephone number; d. VIN; e. Vehicle’s make; f. Vehicle’s model; g. Vehicle’s model year; h. Repair date;

BMW Response to

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i. Vehicle mileage at time of repair; j. Whether the vehicle was re-purchased by BMW; k. If BMW repurchased the vehicle, explain in detail the reason for the re-purchase,

or “n/a” if not re-purchased; l. Replacement part number(s) and description(s); m. Repairing dealer’s or facility’s name, telephone number, city and state or ZIP

code; n. Labor operation number; o. Problem code; p. Whether a loss of vehicle control is alleged; q. Concern stated by customer; and, r. Comment, if any, by dealer/technician relating to claim and/or repair.

Provide this information in Microsoft Access 2000, or a compatible format, entitled “WARRANTY DATA.” Response: The source of this information is our warranty claims database and is current as of 30 September 2010. The number of paid warranty claims by Model and Model Year that may relate to allegations of loss of power steering assist is contained in Table 3.

Model Model Year Number of Warranty

Claims Cooper 2004 1,581

Cooper S 2004 1,285 Cooper 2005 926

Cooper S 2005 879

Table 3. Attachment “WARRANTY DATA” on CD No. 1 contains the requested information. Although not requested, we have also included vehicle production date.

6. Describe in detail the search criteria used by BMW to identify the claims identified in response to Request No. 5, including the labor operations, problem codes, part numbers and any other pertinent parameters used. Provide a list of all labor operations, labor operation descriptions, problem codes, and problem code descriptions applicable to the alleged defect in the subject vehicles. State, by make [sic – model] and model year, the terms of the new vehicle warranty coverage offered by BMW on the subject vehicles (i.e., the number of months and mileage for which coverage is provided and the vehicle systems that are covered). Describe any extended warranty coverage option(s) that BMW offered for the subject vehicles and state by option, model, and model year, the number of vehicles that are covered under each such extended warranty.

BMW Response to

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Response: The warranty claims search criteria was initially based upon the NHTSA definition of “subject component” and our corresponding warranty claims system comprehensive problem code for that component, specifically the steering system. Using those parameters resulted in capturing all warranty claims information pertaining to the steering system in the subject vehicles. The claims data was then reviewed in order to remove clearly unrelated / non-applicable claims, such as those pertaining to steering wheel cosmetics, the multi-function steering wheel, loose trim pieces, etc. Warranty claims were then sorted / grouped into categories based upon warranty claim problem code. Those claims were then reviewed using a text-based search involving the NHTSA definition of “alleged defect” with the intention of capturing claims that may relate to allegations of loss of power steering assist. As a result, warranty claims that may relate to allegations of loss of power steering assist were retained. The warranty claim problem codes and code descriptions are contained in Table 4.

Warranty Claim

Problem Code

Code Description

32410114XX* Vane/tandem pump/electric pump occasional malfunction

32410115XX* Vane/tandem pump/electric pump permanent malfunction

32130234XX* Steering gear stiff to move 32130214XX* Steering gear occasional malfunction 32130215XX* Steering gear permanent malfunction 32410199XX* Vane/tandem pump/electric pump Fault

code stored in diagnosis fault code memory (no warning lamp)]

0032630100 SIB #32-03-04

Table 4. *The “XX” at the end of the warranty problem code denotes an alpha-numeric set of characters specific to a regular warranty claim, a goodwill warranty claim, or an extended warranty claim. As requested in response to 5(b), the specific claim type is contained in Attachment “WARRANT DATA” on CD No. 1. Note, warranty claims pertaining to the service information bulletin that NHTSA included as a part of this information request were also captured. The specific problem code is noted in the last row of Table 4. Information pertaining to labor operations, labor operation descriptions, problem codes, and problem code descriptions are contained in Attachment “WARRANTY DATA” on CD No. 1.

BMW Response to

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The terms of the New Vehicle Limited Warranty coverage for the subject vehicles is 4 years / 50,000 miles and includes coverage for the subject component. MINI offers a “Certified Pre-Owned” (CPO) program for the subject vehicles. The CPO program provides certain warranty coverage (subject to exclusions and limitations) on the vehicle when purchased (via the CPO program) by a second (and any subsequent) owner(s) for an additional 2 years / 50,000 miles (whichever occurs first), after our original New Vehicle Limited Warranty coverage period of 4 years / 50,000 miles expires. With the addition of this CPO coverage, the vehicle is covered up to a maximum of 6 years / 100,000 miles (whichever occurs first). MINI offers several extended service contract options for the subject vehicles which are known as the MINI “Extended Motorer Protection” (EMP) program. While CPO coverage is only available in one term as noted above, we have four EMP terms available for vehicles still covered by our New Vehicle Limited Warranty: 5 years / 100,000 miles, 6 years / 100,000 miles, 7 years / 70,000 miles, or 7 years / 100,000 miles (whichever occur first). All of these terms “wrap” the factory 4 year / 50,000 mile warranty, and will expire at 5, 6, or 7 years from the original in-service date of the vehicle, or 70,000 or 100,000 total vehicular miles, whichever comes first. On these enrollments, coverage begins on the date of enrollment, and the covered mileage period is calculated by adding the term mileage coverage to the mileage on the vehicle as of the date of enrollment. For all of our current EMP offerings, once in place, coverage can be transferred to a second (and any subsequent) owner(s) in private-party to private-party changes in ownership, but, it does not apply (becomes “inactive”) if the vehicle is traded in to a dealer, broker, or wholesaler.

7. Produce copies of all service, warranty, and other documents that relate to, or may relate to, the alleged defect in the subject vehicles, that BMW has issued to any dealers, regional or zone offices, field offices, fleet purchasers, or other entities. This includes, but is not limited to, bulletins, advisories, informational documents, training documents, or other documents or communications, with the exception of standard shop manuals. Also include the latest draft copy of any communication that BMW is planning to issue within the next 120 days. For each such action, provide a list of the BMW vehicles affected and provide the following information:

a. Vehicle’s make; b. Vehicle’s model; and, c. Vehicle’s model year. Response: The source of this information is our technical service department and is current as of the date of this response. BMW has not issued any applicable information except for the service information bulletin that NHTSA included as a part of the information request.

8. Describe all assessments, analyses, tests, test results, studies, surveys, simulations, investigations, inquiries and/or evaluations (collectively, “actions”) that relate to, or may relate to, the alleged defect in the subject vehicles that have been

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conducted, are being conducted, are planned, or are being planned by, or for, BMW. For each such action, provide the following information:

a. Action title or identifier; b. The actual or planned start date; c. The actual or expected end date; d. Brief summary of the subject and objective of the action; e. Engineering group(s)/supplier(s) responsible for designing and for conducting

the action; and, f. A brief summary of the findings and/or conclusions resulting from the action.

For each action identified, provide copies of all documents related to the action, regardless of whether the documents are in interim, draft, or final form. Organize the documents chronologically by action. Response: The source of, and the data/information collection dates pertaining to, this information is as noted in the attachments. Attachment “CONF-TA-1.pdf” in folder “Q8” on CD No. 2 provides a summary of the “actions” and provides the information requested in Questions 8(a) through 8(f). All of the other attachments contained in folder “Q8” on CD No. 2, and referenced in Attachment “CONF-TA-1.pdf”, consist of the pertinent test and analyses documentation, and account for the “actions” conducted.

9. Describe all modifications or changes made by, or on behalf of, BMW in the design,

material composition, manufacture, quality control, supply, or installation of the subject component, from the start of production to date, which relate to, or may relate to, the alleged defect in the subject vehicles. For each such modification or change, provide the following information:

a. The date or approximate date on which the modification or change was incorporated into vehicle production;

b. A detailed description of the modification or change; c. The reason(s) for the modification or change; d. The part number(s) (service and engineering) of the original component; e. The part number(s) (service and engineering) of the modified component; f. Whether the original unmodified component was withdrawn from production

and/or sale, and if so, when; g. When the modified component was made available as a service component; and, h. Whether the modified component can be interchanged with earlier production

components.

Also, provide the above information for any modification or change that BMW is aware of which may be incorporated into vehicle production within the next 120 days.

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Response: The source of this information is our various technical development departments and is current as of 30 Sep 2010. Outlined below are the modifications to the power steering pump that were implemented in order to resolve the issue that is the subject of this information request. Modification #1

: EEPROM redesign.

a. Available in vehicle production February 2005. b. Engineering release EFW89S, replacement of EEPROM by ROM164 with small

EEPROM (redesign – ECU (Electronic Control Unit)). c. Permanant loss of power steering assist at vehicle ignition start. d. 6769759 / 6769757 e. 6769759 / 6769961 f. Yes; withdrawn from production/service February 2005. g. Available in service March 2005. h. Parts are compatible.

The attachments contained within sub-folder “MOD-1” in folder Q9 on CD No. 2 contain the requested information. Modification #2

: MOSFET production process optimization.

a. Available in vehicle production July 2005 to June 2006. b. MOSFET production process optimization. c. Permanent loss of power steering assist, or continuous running of power steering

pump, caused by contamination in the steering control module. d. 6769759 / 6769961 e. 6769963 / 6769961 f. Yes, withdrawn from production/service July 2005. g. Available in service July 2005. h. Parts are compatible.

The attachment contained within sub-folder “MOD-2” in folder Q9 on CD No. 2 contains the requested information.

* * * BMW does not plan on any modification or change to the subject components that will be incorporated into vehicle production because production of this model ended in 2006.

10. State the number of each of the following that BMW has sold that may be used in the subject vehicles by component name, part number (both service and engineering/production), model and model year of the vehicle in which it is used and month/year of sale:

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a. Subject component(s); and, b. Any kits that have been released, or developed, by BMW for use in service repairs

to the subject component/assembly.

For each component part number, provide the supplier’s name, address, and appropriate point of contact (name, title, and telephone number). Also identify by make, model and model year, any other vehicles of which BMW is aware that contain the identical component, whether installed in production or in service, and state the applicable dates of production or service usage. Response: The source of this information is our BMW AG parts database and is current as of 30 Sep 2010. We believe that parts sales data has limited analytical value regarding its use in assessing the performance of the subject components because this data does not contain information pertaining to the reason for the sale of a particular part. Therefore, it is not possible from parts sales information to determine the number of these parts that have been installed in the subject vehicles for the purpose of repairing a vehicle in which the alleged issue is occurring. Parts sales are depicted as totals per calendar year, and are irrespective of vehicle model year. Parts sales by vehicle model year are not available in the parts database. Therefore, parts sales by model year, for the specific model years pertaining to the subject vehicles (i.e., MY04-05), are not available. Accordingly, the table depicts parts sold for Model Years 2002 through 2006, not MY04-05. The sales figures represent the number of parts distributed from BMW AG to BMW NA. For various reasons, dealers will return unused parts, so the actual number of parts replaced in vehicles will be less than the numbers depicted in the table. The specific information is depicted in Table 5 and Table 6 for the power steering pump, and the power steering pump cooling fan, respectively.

Power Steering Pump Calendar Year Part Number Parts Sold

2004 6760248 36 2004 6760567 755 2004 6769758 12 2005 6769758 47 2004 6769759 660 2005 6769759 670 2005 6769962 113 2006 6769962 196 2005 6769963 2,295 2006 6769963 3,729 2007 6769963 51 2006 6778424 17 2007 6778424 37 2007 6778425 4,632 2008 6778425 4,345 2009 6778425 3,618 2010 6778425 4,077

Table 5.

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Power Steering Pump Cooling Fan Calendar Year Part Number Parts Sold

2002 6761038 169 2003 6761038 602 2003 4026606 1,327 2004 4026606 1,509 2004 6768827 1,008

2005 6768827 4,525

2005 6774702 10

2006 6774702 1,780

2006 6777632 5,355

2007 6777632 1,457

2007 6781742 5,152

2008 6781742 7,386

2009 6781742 4,925 2010 6781742 5,026

Table 6.

The supplier information is as follows:

Power Steering Pump

ZF Lenksysteme GmbH Richard-Bullinger-Straße 77 D-73527 Schwäbisch Gmünd Norbert Schwarz / HQ Tel.: 00-49-7171-31-2541

Power Steering Pump Cooling Fan

SPAL Automotive Srl Via per Carpi n. 26/B 42015 Correggio (RE), Italy Mr. Gubiotti

Tel.: 00-39-0522-731311 Other MINI models and model years that contain the subject system are as follows: MINI Cooper / Cooper S – MY02-06 MINI Cooper Convertible / Cooper S Convertible – MY05-08

11. Describe, in detail, the function and operation of the power steering system in the subject vehicles. Provide pictures and/or diagrams with descriptive labels on the components. Response: The source of this information is a technical development department, a technical training department, and a supplier’s technical service group, and is current as of the date of this response.

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The attachments contained within folder Q11 on CD No. 2 contain the requested information.

12. Furnish BMW’s assessment of TSB/CSC SI M32 03 04, including:

a. Explain the subject and objective of the corrective action; b. Explain the rationale for the scope of vehicles affected; c. Define the corrective action life expectancy; and, d. Explain BMW’s confidence in the long-term effectiveness of the corrective

action. Response: The source of this information is our technical development group, and technical service department, and is current as of the date of this response.

a. For the vehicles identified in the service information bulletin, which pertains to a service

action / campaign, one of the wires for the power steering pump’s cooling fan was miss-installed at the location of one of the pin-connectors within the associated electrical relay. As a result, the power steering pump’s cooling fan would not be actuated, and therefore the power steering pump would not be cooled, if driving and environmental conditions warranted actuation of the fan. If this happened, then due to the design of the protective circuit of the power steering pump, the power assist function would be reduced as ambient temperatures increased. This could eventually lead to a loss of power steering assist. The intent of the service action was to correct the wiring/pin-connection for proper power steering pump cooling fan operation and therefore, proper power steering pump operation.

b. Analyses led to the determination that MINI Cooper and Cooper S models, with option 508 (park distance control), which were produced between June 11, 2004 and August 26, 2004, were potentially affected due to a miss-installed wire in the power steering pump cooling fan electrical relay.

c. The corrective action should remain functional during the vehicle’s service life.

d. BMW is confident that the corrective action will continue to function during the vehicle’s service life.

13. Furnish BMW’s assessment of the alleged defect in the subject vehicle, including:

a. The causal or contributory factor(s); b. The failure mechanism(s); c. The failure mode(s); d. The risk to motor vehicle safety that it poses; e. What warnings, if any, the operator and the other persons both inside and

outside the vehicle would have that the alleged defect was occurring or subject component was malfunctioning; and,

f. The reports included with this inquiry.

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Response: Question 13(a)–(c): As described in detail in other parts of our response, there are several different causal or contributory factors that could lead to a loss of power steering assist. A brief overview is as follows:

Permanent loss of power steering assist

− Due to a “checksum” error in the EEPROM electronics, this could prevent the power steering pump from functioning at the start of the driving cycle. The power steering pump would not switch on during the driving cycle.

− Due to certain problems in the MOSFET electronics, this could lead to a:

o Continuous running of the power steering pump; including after switching off the engine.

o Loss of power steering assist during the driving cycle; the pump would not switch on during the driving cycle, nor at the start of the next driving cycle.

− An interruption of the power supply could lead to a loss of power steering assist. The

power steering pump would not switch on during the driving cycle and also would not switch on at the start of the driving cycle.

Temporary loss of power steering assist

− If the power steering pump cooling fan stopped working, then power steering assistance will be reduced, eventually leading to a shut-down of the pump, as designed, in order to protect itself from overheating. Specifically, when internal pump temperatures reach 100°C, power steering assist starts to decrease; at 115°C, power steering assist stops. After cooling down, power steering assist would restart dependent upon the corresponding temperature level.

− An under-voltage condition in the vehicle (low battery) could result in degradation of

power steering assist.

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Question 13(d): We believe the issue that is the subject of this information request does not represent an unreasonable risk to motor vehicle safety; rather, it is a quality / customer satisfaction issue for the reasons set forth below:

Driving Test Analyses Indicate Effect is Characterized as Not-Safety-Related

Driving scenarios involving typical driver operation in the subject vehicles were performed and assessed for a typical driver. Driving scenarios such as constant/continuous circular driving, accessing/entering a circular drive, close turns on country roads, long-drawn-out curves on highways, etc. were conducted. In all cases, it was determined that the vehicle was controllable if a loss of power steering assist occurred

to a typical driver. This was documented in response to Question 8 on CD No. 2.

Steering Effort Without Power Assist Satisfies European Regulations

European regulations require that vehicles be subject to specific requirements under conditions in which there is a failure of the power assisted steering system. The steering effort required, when the vehicle is tested without power assisted steering, is far below the maximum steering effort permitted pursuant to the European type approval regulations. Therefore, even in a situation involving complete loss of power assisted steering, the operator may only experience a minor increase in effort

in steering the vehicle. This was documented in response to Question 8 on CD No. 2.

Effect may be Immediately Noticeable / Effect may be Temporary

Depending upon the mode in which a loss of power steering assist could occur, in some cases, the effect may be noticeable immediately upon initiating the driving cycle, while in other cases, the effect may be temporary. In other words, not all effects in which a loss of power steering assist could occur are sudden/surprising or permanent. Upon initiating a driving cycle, although drivers may notice an increase in steering effort from a customer satisfaction perspective, the driver’s ability to quickly steer, as a result of a loss of power steering assist in these modes, is not suddenly compromised.

Field Experience

Given the significant exposure (by time, mileage, age of vehicle, etc.) of the subject vehicles in the field, we have not been made aware of one crash, injury, or fatality

, that may relate to the issue that is the subject of this information request.

Vehicle Not Repurchased Solely Due to Power Steering

As noted in response to Question 3, no vehicle repurchase

, if any, has occurred solely due to a matter that may relate to an allegation of loss of power steering assist. In other words, an allegation, if any, that may relate to loss of power steering assist, is not the sole reason for a vehicle repurchase

Accordingly, we believe that the loss of power steering assist is not considered to pose an unreasonable risk to motor vehicle safety.

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NHTSA PE10-038 14 Dec 2010

16

Question 13(e) Various warnings would be available to the driver as follows: In cases involving the EEPROM “checksum” error, the driver would experience a small increase in steering effort from the start of the driving cycle. In cases involving the power steering pump cooling fan, the driver would experience a decrease in power steering assist over time during the driving cycle. In cases involving the MOSFET (continuous running pump) issue, a low battery warning message may illuminate in the vehicle’s instrument panel at engine start. Question 13(f): Our technical assessment of the (NHTSA VOQ) reports included with inquiry is contained within our response to Question 8 on CD No. 2. Additionally, it appears that there has been a “media effect” pertaining to NHTSA’s receipt of VOQs. On the date of NHTSA’s “Opening Resume,” NHTSA had received 54 VOQs. On/about the date of the NHTSA Information Request to BMW, NHTSA had received 117 VOQs. The first VOQ was received in 2007. Therefore, it took approximately 3 years for NHTSA to receive 54 VOQs. After the opening resume was initiated, and the case was published by the media, NHTSA received 63 VOQs in approximately two weeks. It appears that the media had a significant influence upon the public complaint process. Therefore, perhaps a better gauge for the number and rate of public complaints would be to use the 54 complaints NHTSA had received by the time of the opening resume.

PE10-038

BMW

12-14-2010

BMW-Response-Attachment-(LL-

Lemon-Law-Summary-Info.)

BMW Response to

NHTSA PE10-038 14 Dec 2010

1

ATTACHMENT “LEMON LAW SUMMARY INFO.”

Parties to the action: Alex Abrahantes / BMW of North America, LLC Caption: Abrahantes vs. BMW of North America Court: Superior Court of NJ / Union County Docket Number: UNN-L-3379-05 Complaint Date: October 17, 2005 Parties to the action: Carla Swingle / BMW of North America, LLC Caption: Swingle vs. BMW of North America Court: Superior Court of NJ / Camden County Docket Number: L-7348-05 Complaint Date: August 15, 2005 Parties to the action: Oliver Germond / BMW of North America, LLC Caption: Germond vs. BMW of North America Court: Circuit Court of Illinois / Cook County Docket Number: 07M1214495 Complaint Date: December 4, 2007

PE10-038

BMW

12-14-2010

70_311_EEC

2004-09-24

European Union: 70/311/EEC Steering systems Page: 1

Copyright 2004: European Union

Issue: DaimlerChrysler AG 2004-09-24 (hkl)

Acknowledgement and Disclaimer: The following consolidated text of the Directive) was edited by DaimlerChrysler AG. As from 1999 the legal documents available online in the database EUR-Lex (http://europa.eu.int/eur-lex) are used to integrate amendments and corrections. Only European Union legislation published in paper editions of the Official Journal of the European Communities is deemed authentic.

COUNCIL DIRECTIVE

of 8 June 1970

on the approximation of the laws of the Member States relating to the steering equipment for motor vehicles and their trailers

(70/311/EEC)

(as last amended by 1999/7/EC)

Directive and Amendments 70/311/EEC of 08.06.1970 OJ No. L133 of 18.06.1970 OJ No. L196 of 03.09.1970 OJ No. L73 of 27.03.1972 92/62/EEC of 02.07.1992 OJ No. L199 of 18.07.1992 1999/7/EC of 26.01.1999 OJ No. L40 of 13.02.1999




TABLE OF CONTENTS

TABLE OF CONTENTS .......................................................................................................................... 2 COUNCIL DIRECTIVE ............................................................................................................................ 3 TRANSITIONAL PROVISIONS OF COMMISSION DIRECTIVE 1999/7/EC.......................................... 5 LIST OF ANNEXES................................................................................................................................. 6

ANNEX I SCOPE, DEFINITIONS, APPLICATION FOR EC TYPE-APPROVAL, GRANTING OF EC TYPE-APPROVAL CONSTRUCTION PROVISIONS, TEST PROVISIONS, MODIFICATIONS OF THE TYPE AND AMENDMENTS TO APPROVALS, CONFORMITY OF PRODUCTION ............................................................................... 7 Appendix 1 INFORMATION DOCUMENT No. .......................................................... 16 Appendix 2 MODEL EC TYPE-APPROVAL CERTIFICATE...................................... 19

ANNEX II BRAKING PERFORMANCE FOR VEHICLES USING THE SAME ENERGY SOURCE TO SUPPLY STEERING EQUIPMENT AND BRAKING DEVICE.............. 21

ANNEX III ADDITIONAL PROVISIONS FOR VEHICLES EQUIPPED WITH ASE...................... 22 ANNEX IV PROVISIONS FOR TRAILERS HAVING PURELY HYDRAULIC STEERING

TRANSMISSIONS ....................................................................................................... 24




COUNCIL DIRECTIVE

of 8 June 1970

on the approximation of the laws of the Member States relating to the steering equipment

for motor vehicles and their trailers

(70/311/EEC)

(as last amended by 1999/7/EC) THE COUNCIL OF THE EUROPEAN COMMUNITIES, Having regard to the Treaty establishing the European Economic Community, and in particular Article 100 thereof; Having regard to the proposal from the Commission; Having regard to the Opinion of the European Parliament (1); Having regard to the Opinion of the Economic and Social Committee (2); Whereas the technical requirements which motor vehicles must satisfy pursuant to national laws relate, inter alia, to their steering equipment; Whereas those requirements differ from one Member State to another; whereas it is therefore necessary that all Member States adopt the same requirements either in addition to or in place of their existing rules, in order, in particular, to allow the EEC type approval procedure which was the subject of the Council Directive (3) of 6 February 1970 on the approximation of the laws of the Member States relating to the type approval of motor vehicles and their trailers to be applied in respect of each type of vehicle; HAS ADOPTED THIS DIRECTIVE:

Article 1 For the purpose of this Directive, "vehicle" means any vehicle as defined in Article 2 of Direc-tive 70/156/EEC.

Article 2 No Member State may refuse to grant EEC type approval or national type approval of a vehi-cle on grounds relating to its steering equipment if this equipment satisfies the requirements set out in the Annexes.

Article 2a No Member State may refuse or prohibit the sale or registration, entry into service or use of a vehicle on grounds relating to its steering equipment if this equipment satisfies the require-ments set out in the Annexes. (1) OJ N° C , 18.12.1969, p. 7. (2) OJ N° C 10, 27.1.1970, p. 18. (3) OJ N° L 42, 23.2.1970, p. 1.




Article 3

The amendments necessary for adjusting the requirements of the Annexes so as to take ac-count of technical progress shall be adopted in accordance with the procedure laid down in Article 13 of the Council Directive of 6 February 1970 on the type approval of motor vehicles and their trailers.

Article 4 1. Member States shall put into force the provisions containing the requirements needed in order to comply with this Directive within eighteen months of its notification and shall forthwith inform the Commission thereof. 2. Member States shall ensure that the text of the main provisions of national law which they adopt in the field covered by this Directive are communicated to the Commission.

Article 5 This Directive is addressed to the Member States. Done at Brussels, 8 June 1970. For the Council The President P. HARMEL




TRANSITIONAL PROVISIONS OF COMMISSION DIRECTIVE 1999/7/EC

Article 2 1. With effect from 1 January 1999, Member States may not on grounds relating to the steer-ing equipment: - refuse, in respect of a type of vehicle, to grant EC type-approval or national type-approval,

or - prohibit the sale, registration, entry into service of vehicles if the vehicles comply with the requirements of Directive 70/311/EEC as amended by this Di-rective. 2. With effect from 1 October 2000, Member States: - shall no longer grant EC type-approval, and - may refuse to grant national type-approval for a new type of vehicle on grounds relating to the steering equipment if the requirements of Directive 70/311/EEC as amended by this Directive are not fulfilled. 3. With effect from 1 October 2001, Member States may refuse the registration, sale or entry into service of new vehicles of category M2, M3, N2, or N3 equipped with auxiliary steering equipment which does not comply with the provisions of Directive 70/311/EEC as amended by this Directive.

Article 3 1. Member States shall bring into force the laws, regulations and administrative provisions necessary to comply with this Directive by 30 June 1999 at the latest. They shall forthwith inform the Commission thereof. When Member States adopt those provisions, they shall contain a reference to this Directive or shall be accompanied by such a reference on the occasion of their official publication. Member States shall determine how such reference is to be made. 2. Member States shall communicate to the Commission the text of the main provisions of national law which they adopt in the field governed by this Directive.

Article 4 This Directive shall enter into force on the third day following its publication in the Official Journal of the European Communities.

Article 5 This Directive is addressed to the Member States.




LIST OF ANNEXES

Annex I: Scope, definitions, application for EC type-approval, granting of EC type-approval

construction provisions, test provisions, modifications of the type and amend-ments to approvals, conformity of production

Appendix 1: Information document

Appendix 2: Type-approval certificate

Annex II: Braking performance for vehicles using the same energy source for steering and

braking Annex III: Additional provisions for vehicles with auxiliary steering equipment (ASE) Annex IV: Provisions for trailers having purely hydraulic steering transmissions




ANNEX I

SCOPE, DEFINITIONS, APPLICATION FOR EC TYPE-APPROVAL, GRANTING OF

EC TYPE-APPROVAL CONSTRUCTION PROVISIONS, TEST PROVISIONS, MODIFICATIONS OF THE TYPE AND AMENDMENTS TO APPROVALS,

CONFORMITY OF PRODUCTION 0. SCOPE 0.1. This Directive applies to the steering equipment of vehicles of categories M, N and O

as defined in Annex IIA to Directive 70/156/EEC. 0.2. It does not cover steering equipment with a purely pneumatic, purely electric or

purely hydraulic transmission except: 0.2.1. auxiliary steering equipment (ASE) with a purely electric or a purely hydraulic

transmission for vehicles of categories M and N; 0.2.2. steering equipment with a purely hydraulic transmission for vehicles of category O. 1. DEFINITIONS

For the purposes of this Directive: 1.1. Approval of a vehicle means the approval of a vehicle type with regard to its steering

equipment; 1.2. Vehicle type means a category of vehicle which does not differ with respect to the

manufacturer's designation of the vehicle type and/or variations which can affect its steering;

1.3. Steering equipment means all the equipment the purpose of which is to determine

the direction of movement of the vehicle.

The steering equipment consists of:

- the steering control,

- the steering transmission,

- the steered wheels,

- the energy supply, if any; 1.3.1. Steering control means the part of the steering equipment which controls its opera-

tion, it may be operated with or without direct intervention of the driver. For steering equipment in which the steering forces are provided solely or partly by the muscular effort of the driver the steering control includes all parts up to the point where the steering effort is transformed by mechanical, hydraulic or electrical means;

1.3.2. Steering transmission includes all parts of the steering equipment which are the

means of transmitting the steering forces between the steering control and the steered wheels; it includes all parts down from the point where the steering control effort is transformed by mechanical, hydraulic or electrical means;




1.3.3. Steered wheels means the wheels the alignment of which may be altered directly or indirectly in relation to the longitudinal axis the vehicle in order to determine the di-rection of movement of the vehicle. (The steered wheels include the axis around which they are rotated in order to determine the direction of movement of the vehi-cle);

1.3.4. Energy supply includes those parts of the steering equipment which provide it with

energy, control the energy and where appropriate, process and store it. It also in-cludes any storage reservoirs for the operating medium and the return lines, but not the vehicle's engine (except for the purposes of item 4.1.3) or its drive to the energy source;

1.3.4.1. Energy source means that pan of the energy supply which provides the energy in the

required form e.g. hydraulic pump, air compressor; 1.3.4.2. Energy reservoir means that part of the energy supply in which the energy provided

by the energy source is stored; 1.3.4.3. Storage reservoir means that part of the energy supply in which the operating me-

dium is stored at or near to the atmospheric pressure. 1.4. Steering parameters 1.4.1. Steering control effort means the force applied to the steering control in order to

steer the vehicle; 1.4.2. Steering time means the period of time from the beginning of the movement of the

steering control to the moment at which the steered wheels have reached a specific steering angle;

1.4.3. Steering angle means the angle between the projection of a longitudinal axis of the

vehicle and the line of intersection of the wheelplane (being the central plane of the tyre, normal to the spin axis of the wheel) and the road surface;

1.4.4. Steering forces mean all the forces operating in the steering transmission; 1.4.5. Mean steering ratio means the ratio of the angular displacement of the steering con-

trol to the mean of the swept steering angle of the steered wheels for a full lock-to-lock turn;

1.4.6. Turning circle means the circle within which are located the projections onto the

ground plane of all the points of the vehicle, excluding the external mirrors and the front direction indicators, when the vehicle is driven in a circle;

1.4.7. Nominal radius of steering control means in the case of a steering wheel the shortest

dimension from its centre of rotation to the outer edge of the rim. In the case of any other form of control, it means the distance between its centre of rotation and the point at which the steering effort is applied. If more than one such point is provided the one requiring the greatest effort shall be used.

1.5. Types of steering equipment

Depending on the way the steering forces are produced, the following types of steer-ing equipment are distinguished:

1.5.1. For motor vehicles 1.5.1.1. Manual steering equipment in which the steering forces result solely from the muscu-

lar effort of the driver;




1.5.1.2. Power assisted steering equipment in which the steering forces result from both the

muscular effort of the driver and the energy supply (supplies); 1.5.1.2.1. Steering equipment in which the steering forces result solely from one or more en-

ergy supplies when the equipment is intact, but in which the steering forces can be provided by the muscular effort of the driver alone if there is a fault in the steering (integrated power systems), is also considered to be power assisted steering equip-ment;

1.5.1.3. Full-power steering equipment in which the steering forces are provided solely by

one or more energy supplies; 1.5.1.4. Self-tracking equipment is a system designed to create a change of steering angle

on one or more wheels only when acted upon by forces and/or moments applied to the tyre to road contact.

1.5.2. For trailers 1.5.2.1. Self-tracking equipment

see item 1.5.1.4 above. 1.5.2.2. Articulated steering equipment in which the steering forces are produced by a

change in direction of the towing vehicle and in which the movement of the steered trailer wheels is firmly linked to the relative angle between the longitudinal axis of the towing vehicle and that of the trailer;

1.5.2.3. Self-steering equipment in which the steering forces are produced by a change in

direction of the towing vehicle and in which the movement of the steered trailer wheels is firmly linked to the relative angle between the longitudinal axis of the trailer frame or a load replacing it and the longitudinal axis of the sub-frame to which the axle(s) is (are) attached.

1.5.3. Depending on the arrangement of the steered wheels, the following types of steering

equipment are distinguished: 1.5.3.1. Front-wheel steering equipment in which only the wheels of the front axle(s) are

steered. This includes all wheels which are steered in the same direction; 1.5.3.2. Rear-wheel steering equipment in which only the wheels of the rear axle(s) are

steered. This includes all wheels which are steered in the same direction; 1.5.3.3. Multi-wheel steering equipment in which the wheels of one or more of each of the

front and the rear axle(s) are steered; 1.5.3.3.1. All-wheel steering equipment in which all the wheels are steered; 1.5.3.3.2. Buckle steering equipment in which the movement of chassis parts relative to each

other is directly produced by the steering forces. 1.5.3.4. Auxiliary steering equipment (ASE) in which the wheels of axle(s) of vehicles of

categories M and N are steered in addition to the wheels providing principal steering input not purely electric, hydraulic or pneumatic, in the same direction or in the oppo-site direction to the wheels providing principal steering input, and/or the steering an-gle of the front, centre and/or the rear wheels may be adjusted relative to vehicle be-haviour.




1.6. Types of steering transmission

Depending on the way the steering forces are transmitted, the following types of steering transmission are distinguished:

1.6.1. Purely mechanical steering transmission means a steering transmission in which the

steering forces are transmitted entirely by mechanical means; 1.6.2. Purely hydraulic steering transmission means a steering transmission in which the

steering forces, somewhere in the transmission, are transmitted only by hydraulic means;

1.6.3. Purely electric steering transmission means a steering transmission in which the

steering forces, somewhere in the transmission, are transmitted only through electric means;

1.6.4. Hybrid steering transmission means a transmission in which part of the steering

forces are transmitted through one and the other part through another of the above-mentioned means;

1.6.4.1. Hybrid mechanical steering transmission means a steering transmission where a part

of the steering forces is transmitted by purely mechanical means and the other parts either by:

1.6.4.1.1. hydraulic or mechanical/hydraulic

or 1.6.4.1.2. electric or mechanical/electric

or 1.6.4.1.3. pneumatic or mechanical/pneumatic means.

In either case, where the mechanical part of the transmission is designed only to give position feedback and is too weak to transmit the total sum of the steering forces, this system shall be considered to be purely hydraulic, respectively purely electric, or purely pneumatic steering transmission;

1.6.4.2. Other hybrid steering transmission means any other combination of the above-

mentioned steering transmissions. 2. APPLICATION FOR EEC TYPE-APPROVAL 2.1. The application for EC type-approval pursuant to Article 3(4) of Directive 70/156/EEC

of a vehicle type with regard to its steering equipment shall be submitted by the manufacturer.

2.2. A model for the information document is given in Appendix 1. 2.3. A vehicle representative of the vehicle type to be approved shall be submitted to the

technical service responsible for conducting approval tests.




3. GRANTING OF EC TYPE-APPROVAL OF A VEHICLE TYPE 3.1. If the relevant requirements are satisfied, EC type-approval pursuant to Article 4(3)

and, if applicable, 4(4) of Directive 70/156/EEC shall be granted. 3.2. A model for the EC type-approval certificate is given in Appendix 2. 3.3. A type-approval number in accordance with Annex VII to Directive 70/156/EEC shall

be assigned to each type of vehicle approved. The same Member State shall not as-sign the same number to another type of vehicle

4. CONSTRUCTION PROVISIONS 4.1. General provisions 4.1.1. The steering equipment shall ensure easy and safe handling of the vehicle up to its

maximum design speed or, in the case of a trailer, up to its technically permitted maximum speed. There must be a tendency to with centre when tested in accor-dance with item 5. The vehicle shall meet the requirements of item 5.2 in the case of motor vehicles and of item 5.3 in the case of trailers.

If a vehicle is fitted with ASE, it shall also meet the requirements of Annex III. Trail-ers equipped with purely hydraulic steering transmissions shall also comply with An-nex IV.

4.1.1.1. It must be possible to travel along a straight section of the road without unusual

steering correction by the driver and without unusual vibration in the steering system at a maximum engine speed of the vehicle.

4.1.1.2. There must be travel synchronization between the steering control and the steered

wheels, except for the wheels steered by ASE. 4.1.1.3. There must be time synchronization between the steering control and the steered

wheels except for the wheels steered by ASE. 4.1.2. The steering equipment shall be designed, constructed and fitted in such a way that

it is capable of withstanding the stresses arising during normal operation of the vehi-cle, or combination of vehicles. The maximum steering angle shall not be limited by any part of steering transmission unless specifically designed for this purpose.

4.1.2.1. Unless otherwise specified, it will be assumed that for the purposes of this Directive,

not more than one failure can occur in the steering equipment at any one time and two axles on one bogie shall be considered as one axle.

4.1.3. Should the engine stop or a part of the steering equipment fail, with the exception of

those parts listed in item 4.1.4, the steering equipment shall always meet the re-quirements of item 5.2.6 in the case of motor vehicles and of item 5.3 in the case of trailers.

4.1.4. For the purposes of this Directive the steered wheels, the steering control and all

mechanical parts of the steering transmission shall not be regarded as liable to breakage if they are amply dimensioned, are readily accessible for maintenance, and exhibit safety features at least equal to those prescribed for other essential compo-nents (such as the braking system) of the vehicle. Where the failure of any such part would be likely to result in loss of control of the vehicle, that part must be made of metal or of a material with equivalent characteristics and must not be subject to sig-nificant distortion in normal operation of the steering system.




4.1.5. Any failure in transmission other than purely mechanical shall clearly be brought to

the attention of the vehicle driver; in the case of a motor vehicle, an increase in steering effort is considered to be a warning signal; in the case of a trailer, a me-chanical indicator is permitted. When a failure occurs, a change in the average steer-ing ratio is permissible if the steering effort given in item 5.2.6 below is not ex-ceeded.

4.2. Special provisions 4.2.1. Steering control 4.2.1.1. If the steering control is directly handled by the driver, 4.2.1.1.1. it must be manageable; 4.2.1.1.2. the direction of operation of the steering control must correspond to the intended

change in direction of the vehicle; 4.2.1.1.3. except for ASE, there must be a continuous and monotonic relation between the

steering control angle and the steering angle. 4.2.2. Steering transmission 4.2.2.1. Adjustment devices for steering geometry must be such that after adjustment a posi-

tive connection can be established between the adjustable components by appropri-ate locking devices.

4.2.2.2. Steering transmission which can be disconnected to cover different configurations of

a vehicle (e.g. on extendible trailers), must have locking devices which ensure posi-tive relocation of components; where locking is automatic, there must be an addi-tional safety lock which is operated manually.

4.2.3. Steered wheels 4.2.3.1. The steered wheels shall not be solely the rear wheels. This requirement does not

apply to semi-trailers. 4.2.3.2. Trailers (with the exception of semi-trailers) which have more than one axle with

steered wheels and semi-trailers which have at least one axle with steered wheels must fulfil the conditions given in item 5.3 below. However, for trailers with self-tracking equipment a test under item 5.3 is not necessary if the axle load ratio be-tween the unsteered and the self-tracking axles equals or exceeds 1,6 under all load-ing conditions.

4.2.4. Energy supply 4.2.4.1. The same energy source may be used to supply the steering equipment and the

braking device. However, in the case of a failure of either the energy supply or a fail-ure in one of the two systems the following conditions must be fulfilled:

4.2.4.1.1. The steering equipment shall meet the requirements of item 5.2.6. 4.2.4.1.2. If an energy source failure occurs, the braking performance shall not drop below the

prescribed service brake performance, as given in Annex II (1), on the first brake ap-plication.

(1) The requirements set out in Annex II may also be checked during approval tests according to Directive

71/320/EEC.




4.2.4.1.3. If an energy supply failure occurs, the braking performance must comply with the prescriptions of Annex III (1).

4.2.4.1.4. If the fluid in the storage reservoir drops to a level liable to cause an increase in

steering or braking effort an acoustic or optical warning must be given to the driver. This warning may be combined with a device provided to warn of brake failure; the satisfactory condition of the signal must be easily verifiable by the driver.

4.2.4.2. The same energy source may be used to supply the steering equipment and systems

other than the braking device if, when the fluid level in the storage reservoir drops to a level liable to cause an increase in steering effort, an acoustic or optical warning is given to the driver; the satisfactory condition of the signal must be easily verifiable by the driver.

4.2.4.3. The warning devices must be directly and permanently connected to the circuit.

When the engine is running under normal operating conditions and there are no faults in the steering equipment, the alarm device must give no signal except during the time required for charging the energy reservoir(s) after start-up of the engine.

5. TEST PROVISIONS 5.1. General provisions 5.1.1. The test shall be conducted on a level surface affording good adhesion. 5.1.2. During the test(s), the vehicle shall be loaded to its technically permissible maximum

mass and its maximum technically permissible load on the steered axle(s). In the case of axles fitted with ASE, this test shall be repeated with the vehicle loaded to its technically permissible maximum mass and the axle equipped with ASE loaded to its maximum permissible load.

5.1.3. Before the test begins, the tyre pressures shall be as prescribed by the manufacturer

for the load specified in item 5.1.2 when the vehicle is stationary. 5.2. Provisions for motor vehicles 5.2.1. It must be possible to leave a curve with a radius of 50 m at a tangent without un-

usual vibration in the steering equipment at the following speed:

- category M1 vehicles: 50 km/h,

- categories M2, M3, N1, N2 and N3 vehicles: 40 km/h

or the maximum design speed if this is below the speeds given above. 5.2.2. The requirements of items 4.1.1.1, 4.1.1.2 and 5.2.1 shall also be satisfied with a

failure in the steering equipment. 5.2.3. When the vehicle is driven in a circle with its steered wheels at approximately half

lock and at a constant speed of at least 10 km/h, the turning circle must remain the same or become larger if the steering control is released.

5.2.4. During the measurement of the control effort, forces with a duration of less than 0,2

seconds shall not be taken into account. 5.2.5. The measurement of steering efforts on motor vehicles with intact steering equip-

ment




5.2.5.1. The vehicle shall be driven from straight ahead into a spiral at a speed of 10 km/h. The steering effort shall be measured at the nominal radius of the steering control until the position of the steering control corresponds to turning radius given in the ta-ble below for the particular category of vehicle with intact steering. One steering movement shall be made to the right and one to the left.

5.2.5.2. The maximum permitted steering time and the maximum permitted steering control

effort with intact steering equipment are given in the table below for each category of vehicle.

5.2.6. The measurement of steering efforts on motor vehicles with a failure in the steering

equipment 5.2.6.1. The test described in item 5.2.5 shall be repeated with a failure in the steering

equipment. The steering effort shall be measured until the position of the steering control corresponds to the turning radius given in the table below for the particular category of vehicle with a failure in the steering equipment.

5.2.6.2. The maximum permitted steering time and the maximum permitted steering control

effort with a failure in the steering equipment are given in the table below for each category of vehicle.

Steering control effort requirements

Intact With a failure Vehicle category Maximum

effort(daN) Time(s) Turning radius (m)

Maximum effort (daN) Time (s) Turning

radius(m) M1 M2 M3 N1 N2 N3

15 15 20 20 25 20

4 4 4 4 4 4

12 12

12 (1) 12 12

12 (1)

30 30 45 30 40

45 (2)

4 4 6 4 4 6

20 20 20 20 20 20

(1) Or full lock if 12 is not attainable. (2) 50 for rigid vehicles with two or more steered axles excluding self-

tracking equipment 5.3. Provisions for trailers 5.3.1. The trailer must travel without excessive deviation or unusual vibration in its steering

equipment when the towing vehicle is travelling in a straight line on a flat and hori-zontal road at a speed of 80 km/h or the technically permissible maximum speed in-dicated by the trailer manufacturer if this is less than 80 km/h.

5.3.2. With the towing vehicle and trailer having adopted a steady state turn so that the

front outside edge of the towing vehicle is turning alongside a circle of radius 25 m in accordance with item 1.4.6, at a constant speed of 5 km/h, the circle described by the rearmost outer edge of the trailer shall be measured. This manoeuvre shall be repeated under the same conditions but a speed of 25 km/h ± 1 km/h. During these manoeuvres, the rearmost outer edge of the trailer travelling at a speed of 25 km/h ± 1 km/h shall not move outside the circle described at a constant speed of 5 km/h by more then 0,7 m.




5.3.3. No part of the trailer must move more than 0,5 m beyond the tangent to a circle with

a radius of 25 m when towed by a vehicle leaving the circular path described in item 5.3.2 along the tangent and travelling at a speed of 25 km/h. This requirement must be met from the point the tangent meets the circle to a point 40 m along the tangent. After that point, the trailer must fulfil the condition specified in item 5.3.1.

5.3.4. The tests described in items 5.3.2 and 5.3.3 shall be conducted with one steering

movement to the left and one to the right. 6. MODIFICATIONS OF THE TYPE AND AMENDMENTS TO APPROVALS 6.1. In the case of modifications of the type approved pursuant to this Directive, the pro-

visions of Article 5 of Directive 70/156/EEC shall apply. 7. CONFORMITY OF PRODUCTION 7.1. Measures to ensure the conformity of production shall be taken in accordance with

the provisions laid down in Article 10 of Directive 70/156/EEC.




Appendix 1

INFORMATION DOCUMENT No. ...(*)

pursuant to Annex I to Council Directive 70/156/EEC relating to EC type-approval

of a vehicle with respect to the steering equipment

(Directive 70/311/EEC, as last amended by Directive ... / ... /EC) The following information, if applicable, must be supplied in triplicate and include a list of con-tents. Any drawings must be supplied in appropriate scale and in sufficient detail on size A4 or folder of A4 format. Photographs, if any, must show sufficient detail. If the systems, components or separate technical units have electronic controls, information concerning their performance must be supplied. 0. GENERAL 0.1. Make (trade name of manufacturer): ........................................................................ 0.2. Type: ...................................................................................................................... 0.3. Means of identification of type, if marked on the vehicle (b): ...................................... 0.3.1. Location of that marking: ......................................................................................... 0.4. Category of vehicle (c): ............................................................................................. 0.5. Name and address of manufacturer: ........................................................................ 0.8. Address(es) of assembly plant(s): ............................................................................ 1. GENERAL CONSTRUCTION CHARACTERISTICS OF THE VEHICLE 1.1. Photographs and/or drawings of a representative vehicle: ........................................ 1.3. Number of axles and wheels: ................................................................................... 1.3.1. Number and position of axles with double wheels: .................................................... 1.3.2. Number and position of steered axles: ..................................................................... 1.3.3. Powered axles (number, position, interconnection): .................................................. 1.8. Hand of drive: left/right (1) 2. MASSES AND DIMENSIONS (e) (in kg and mm) (Refer to drawing where applicable) 2.1. Wheel base(s) (fully loaded) (f): ................................................................................ (*) The item numbers and footnotes used in this Information Document correspond to those set out in Annex I to

Directive 70/156/EEC. Items not relevant for the purpose of this Directive are omitted.




2.3.1. Track of each steered axle (i): .................................................................................. 2.4. Range of vehicle dimensions (overall) 2.4.1. For chassis without bodywork: 2.4.1.1. Length (j): ................................................................................................................ 2.4.1.2. Width (k): ................................................................................................................. 2.4.1.4. Front overhang (m): .................................................................................................. 2.4.1.5. Rear overhang (n): .................................................................................................... 2.4.2. For chassis with bodywork: 2.4.2.1. Length (j): ................................................................................................................ 2.4.2.2. Width (k): ................................................................................................................. 2.4.2.4. Front overhang (m): .................................................................................................. 2.4.2.5. Rear overhang (n): .................................................................................................... 2.8. Technically permissible maximum laden mass stated by the manufacturer (y) (maxi-

mum and minimum): ................................................................................................ 2.9. Technically permissible maximum load/mass on each axle: ...................................... 6. SUSPENSION 6.6. Tyres and wheels 6.6.1. Tyre/wheel combination(s) (for tyres indicate size designation, minimum load-

capacity index, minimum speed category symbol; for wheels indicate rim size(s) and off-set(s)): ................................................................................................................

6.6.1.1. Axle 1: ..................................................................................................................... 6.6.1.2. Axle 2: ....................................................................................................................

etc. 6.6.3. Tyre pressure(s) as recommended by the vehicle manufacturer: ......................... kPa 7. STEERING 7.1. Schematic diagram of steered axle(s) showing steering geometry: ............................ 7.2. Transmission and control 7.2.1. Type of steering transmission (specify for front and rear, if applicable): .................... 7.2.2. Linkage to wheels (including other than mechanical means; specify for front and rear,

if applicable): .......................................................................................................... ................................................................................................................................




7.2.3. Method of assistance, if any: ................................................................................... 7.2.3.1. Method and diagram of operation, make(s) and type(s): ........................................... 7.2.4. Diagram of the steering equipment as a whole, showing the position on the vehicle of

the various devices influencing its steering behaviour: ............................................. 7.2.5. Schematic diagram(s) of the steering control(s): ....................................................... 7.3. Maximum steering angle of the wheels 7.3.1. to the right: .................... °

Number of turns of the steering wheel (or equivalent data): ...................................... 7.3.2. to the left: ....................... °

Number of turns of the steering wheel (or equivalent data): ......................................




Appendix 2

MODEL

(maximum format: A4 (210 × 297 mm)

EC TYPE-APPROVAL CERTIFICATE

Stamp of Administration Communication concerning the: - type-approval (1) - extension of type-approval (1) - refusal of type-approval (1) - withdrawal of type-approval (1) of a type of a vehicle/component/separate technical unit (1) with regard to Directive 70/311/EEC, as last amended by Directive ... / ... /EC. Type-approval number: ......................................................................................................... Reason for extension: ........................................................................................................... SECTION I 0.1 Make (trade name of manufacturer): ........................................................................ 0.2. Type: ...................................................................................................................... 0.3 Means of identification of type if marked on the vehicle/component/separate technical

unit (1) (2): ................................................................................................................. 0.3.1. Location of that marking: ......................................................................................... 0.4. Category of vehicle (1) (3): ......................................................................................... 0.5 Name and address of manufacturer: ........................................................................ 0.7. In the case of components and separate technical units, location and method of the

affixing of the EC approval mark: ............................................................................. 0.8. Address(es) of assembly plant(s) : ...........................................................................

(1) Delete where not applicable. (2) If the means of identification of type contains characters not relevant to describe the vehicle, component or

separate technical unit types covered by this type-approval certificate such characters shall be represented in the documentation by the symbol: ? (e.g. ABC??123??).

(3) As defined in Annex IIA to Directive 70/156/EEC.




SECTION II 1. Additional information (where applicable): See Addendum 2. Technical service responsible for carrying out the tests: ........................................... ................................................................................................................................ 3. Date of test report: .................................................................................................. 4. Number of test report: ............................................................................................. 5. Remarks (if any): See Addendum 6. Place: ..................................................................................................................... 7. Date: ....................................................................................................................... 8. Signature: ............................................................................................................... 9. The index to the information package lodged with the approval authority, which may

be obtained on request, is attached.

Addendum to EC type-approval certificate No. ...

concerning the type approval of a vehicle with regard to Directive 70/311/EEC as last amended by Directive ... / ... /EC

1. Additional information:

Type of steering: .....................................................................................................

Steering control: ......................................................................................................

Steering transmission: .............................................................................................

Steered wheels ........................................................................................................

Energy source: ........................................................................................................

Braking performance: ..............................................................................................

Statement of the type-approval number granted in accordance with Directive 71/320/EEC, if available: .........................................................................................

and /or information concerning the state of the vehicle during tests: .........................

laden/unladen (1)

2. Remarks:

(e.g. valid for both left-hand and right-hand drive vehicles)

(1) Delete as appropriate.




ANNEX II

BRAKING PERFORMANCE FOR VEHICLES USING THE SAME ENERGY SOURCE TO

SUPPLY STEERING EQUIPMENT AND BRAKING DEVICE 1. If an energy source failure occurs, service braking performance on the first brake

application shall achieve the values given in the table below.

Category V (km/h) m/s2 Force (daN) M1

M2 and M3 N1

N2 and N3

80 60 80 60

5.8 5.0 5.0 5.0

50 70 70 70

2. After any failure in the steering equipment, or the energy supply, it shall be possible

after eight full stroke actuations of the service brake control, to achieve at the ninth application, at least the performance prescribed for the secondary (emergency) brak-ing system (see table below).

In the case where secondary performance requiring the use of stored energy is achieved by a separate control, it shall still be possible after eight full stroke actua-tions of the service brake control to achieve at the ninth application, the residual per-formance (see table below).

Secondary and residual efficiency

Category V (km/h) Secondary braking(m/s2)

Residual braking (m/s2)

M1 M2 M3 N1 N2 N3

80 60 60 70 50 40

2.9 2.5 2.5 2.2 2.2 2.2

1.7 1.5 1.5 1.3 1.3 1.3




ANNEX III

ADDITIONAL PROVISIONS FOR VEHICLES EQUIPPED WITH ASE

1. GENERAL PROVISIONS

This Annex does not require vehicles to be fitted with ASE. However, if vehicles are fitted with such a device, they shall comply with the provisions of this Annex.

2. SPECIFIC PROVISION 2.1. Transmission 2.1.1. Mechanical steering transmissions

Item 4.1.4 of Annex I to this Directive applies. 2.1.2. Hydraulic steering transmissions

The hydraulic steering transmission must be protected from exceeding the maximum permitted service pressure T.

2.1.3. Electric steering transmissions

The electric steering transmission must be protected from excess energy supply. 2.1.4. Combination of steering transmissions

A combination of mechanical, hydraulic and electric transmissions shall comply with the requirements specified in items 2.1.1, 2.1.2 and 2.1.3 above.

2.2. Testing requirements for failure 2.2.1. Malfunction or failure of any pan of the ASE (except for parts not considered to be

susceptible to breakdown as specified in item 4.1.4 of Annex I to this Directive) shall not result in sudden significant change in vehicle behaviour and the requirements of items 5.2.1 to 5.2.4 and 5.2.6 of Annex I to this Directive shall still be met. Further-more, it must be possible to control the vehicle without abnormal steering correction. This shall be verified by the following tests:

2.2.1.1. Circular test

The vehicle shall be driven into a test circle with a radius ‘R’ (m) and a speed ‘V’ (km/h) corresponding to its category and the values given in the table below:

Vehicle category R (1) V (2)(3) M1, N1 100 80 M2, N2 50 50 M3,N3 50 45

(1) If the ASE is in a mechanically locked position at this specfied speed, the test speed

will be modified to correspond to the maximum speed where the system is functioning. Maximum speed means the speed when ASE becomes locked, minus 5 km/h.




(2) If the dimensional characteristics of the vehicle imply an overturning risk, the manu-facturer shall provide to the technical service behaviour simulation data demonstrat-ing a lower maximum safe speed for conducting the test. Then the technical service will choose this test speed.

(3) If, due to the configuration of the test site, the values of the radii cannot be observed,

the tests may be carried out on tracks with other radii (maximum deviation ± 25%), provided that the speed is varied to obtain the transverse acceleration resulting from the radius and speed indicated in the table for the particular category of vehicle.

The failure shall be introduced when the specified speed has been reached. The test shall include driving in a clockwise direction and in a counter-clockwise direction.

2.2.1.2. Transient test

Until uniform test procedures have been agreed, the vehicle manufacturer shall pro-vide the technical services with their test procedures and results for transient behav-iour of the vehicle in the case of a failure.

2.3. Warning signals in case of failure 2.3.1. Except for parts of ASE not considered susceptible to breakdown as specified in item

4.1.4 of Annex I of this Directive, the following failure of ASE shall be clearly brought to the attention of the driver:

2.3.1.1. A general cut-off of the ASE electrical or hydraulic control; 2.3.1.2. Failure of the ASE energy supply; 2.3.1.3. A break in the external wiring of the electrical control if fitted. 2.4. Electromagnetic interference 2.4.1. The operation of the ASE must not be adversely affected by electromagnetic fields.

Until uniform test procedures have been agreed, the vehicle manufacturer shall pro-vide the technical services with their test procedures and results.




ANNEX IV

PROVISIONS FOR TRAILERS HAVING PURELY HYDRAULIC STEERING TRANSMISSIONS 1. If vehicles are fitted with purely hydraulic steering transmissions, they shall comply

with the provisions of this Annex. 2. SPECIFIC PROVISIONS 2.1. Performance of hydraulic lines and hose assemblies 2.1.1. The hydraulic lines of purely hydraulic transmissions must be capable of withstanding

a pressure of at least four times the maximum normal service pressure T specified by the manufacturer. Hose assemblies shall comply with the following ISO Standards: 1402 (1984), 6605 (1986) and 7751 (1983).

2.2. In systems dependent on an energy supply 2.2.1. The energy supply must be protected from excess pressure by a pressure limiting

valve which operates at the pressure T. 2.3. Protection of steering transmission 2.3.1. The steering transmission must be protected from excess pressure by a pressure

limiting valve which operates between 1,5T and 2,2T. 2.4. Tractor/trailer alignment 2.4.1. With the tractor of a tractor/trailer combination travelling in a straight line, the trailer

must remain in alignment with the tractor; 2.4.2. In order to maintain steering alignment in accordance with item 2.4.1 above, trailers

shall be provided with a means of readjustment which may be either automatic or manual.

2.5. Steerability with a failure in the steering transmission 2.5.1. The steerability of vehicles with purely hydraulic steering transmissions shall be

maintained with a failure in any part of the transmission. Vehicles shall be tested in this (failed) condition and satisfy the requirements of item 5.3 of Annex I to this Di-rective. In particular the 5 km/h and 25 km/h tests specified at item 5.3.2 shall be conducted with the steering transmission in the intact and failed conditions respec-tively.

2.6. Electromagnetic interference 2.6.1. The operation of steering equipment must not be adversely affected by electromag-

netic fields. Until uniform test procedures have been agreed, the vehicle manufac-turer shall provide the technical services with his test procedures and results.

PE10-038

BMW

12-14-2010

R50 Typzulassung durch KBA pages 6-8

english

Technical Report

No. 351-0565-00-FBTP

Test according to the EEC directive relating to

Steering Systems

No.: 70/311/EWG vom 08.06.1970

Including all amendments up to

No.: 1999/7/EWG of 01/26/1999

I. Technical description

0.1. Make: MINI

0.2. Type: R50

0.3. Means of identification of type, if marked on the vehicle: N/A

0.4. Category of vehicle: M1

0.5. Name and address of the manufacturer: Bayerische Motoren Werke AG, D-80788

Munich

II. Test Protocol

1. Test Conditions

1.1. Technical data of test vehicle

Typ: R50

VIN: SPL2611R50PL22559

Test weight of vehicle: 1544 kg

Axle loads

Front: 874 kg

Rear: 740 kg

Tires

Size: 205/45 ZR17 88W (front and rear)

Tire pressure: front 2,1 bar, rear 2,1 bar

Rim: 7J x 17, ET 50

1.2. Measuring devices: measuring steering wheel 375 mm Ø with DMS measuring

amplifier, X-Y-recorder

1.3. Other test conditions

Testing ground: skid pad, asphalt

Weather: dry, 25°C

2. Test Results

2.1. Steering control efforts/-times are:

mit power assist / steering wheel motion leftward: 24 N / 3,0 s

mit power assist / steering wheel motion rightward: 28 N / 3,9 s

without power assist / steering wheel motion leftward: 51 N / 2,1 s

without power assist / steering wheel motion rightward: 69 N / 1,9 s

2.2. Circular course driving according to 5.2.1. Annex I: fulfilled

2.3. Circular course driving according to 5.2.3. Annex I: fulfilled

2.4. Failure in the steering system according to

5.2.2. Annex I: the requirements in

Annex I, 4.1.1.1.,

4.1.1.2. and 5.2.1.

Are fulfilled.

2.5. Further test results: the test result cover all track widths and energy supplies

mentioned in the information document.

3. Test date: 08/17/2000

III. Attachments

1. Information document No. R50 dated 08/17/2000

IV. Statement of Conformity

The information document mentioned above and the vehicle type described therein

are in compliance with the applicable legislation mentioned above.

The report includes pages 1 to 3.

Jürgen Aigner

Garching, 08/29/2000

PE10-038

BMW

12-14-2010

R50 Typzulassung durch KBA pages6-8

PE10-038

BMW

12-14-2010

BMW

Attachment

(CC-CONSUMER-COMPLAINTS-

CODE-3213)

Customer Service Request Detail # 200723501723

BMW of North America, LLC BMW Group Company

Page 1 of 16 By Customer Relations DeptCreated: 11/2/2010 03:27PM

AttachmentsSolution Notes

Customer Service Request

Vehicle

Code Descriptions

In Service Date:

Chassis # (US):Chassis # (Non - US):Year:Model:

Sale:Mileage:

2005Cooper

08/17/0408/17/04

Production Date: 07/17/04

Created Solution9/27/2007 Customer unhappy with the amount of warranty repairs. Car has been repaired

at no cost to customer. Reviewed with AMM. Assured the customer this is not the experience we want for our customer. Will document his concerns.

File Name CommentsBAILEY Pitney Letter (Archived - Click for more information.)

Type:Brand:Service Request #:

Issue Note:Close Rep:

Current Status:Date Opened:Created By:Rep Assigned:Date Assigned:Assigned Dealer:Identified Dealer:Date Resolved:Resolve Rep:Date Closed:

Source: Executive LetterClosed8/23/2007 11:53AMZika, DebbieTalarico, Sal8/23/2007 12:40PM

MINI of St. Louis

9/27/2007 01:49PM

PITNEY-Custmr upset w/numerous frequent repairs-failed st inspctn, pwr str fluid leak;other issues>

Talarico, Sal

ComplaintMINI200723501723Mr

City/State/Zip:Apt/Ste:Street Address:Cell #:Home #:Work #:Preferred Communication Method:Name:

Ballwin, MO

SR Code SR Code Desc Main Group Defect Code Defect Code DescSL17 PRODUCT DESIGN- INQUIRY/COMPLAINT STEERING UNIT COMPONENTS 3241 STEERING UNIT COMPONENTS - HYDRAULICS - PUMP, HOSSL17 PRODUCT DESIGN- INQUIRY/COMPLAINT BODY EQUIPMENT 5133 POWER WINDOWS (motor/regulator)SL17 PRODUCT DESIGN- INQUIRY/COMPLAINT CHASSIS ELECTRICAL - GENERAL 6122 BATTERYSL17 PRODUCT DESIGN- INQUIRY/COMPLAINT STEERING UNIT COMPONENTS 3213 STEERING UNIT COMPONENTS - STEERING RACKSL17 PRODUCT DESIGN- INQUIRY/COMPLAINT ENGINE - INTERNAL & EXTERNAL COMPONENTS1174 ENGINE - EMISSION SYSTEM COMPONENTSSL17 PRODUCT DESIGN- INQUIRY/COMPLAINT FUEL SUPPLY SYSTEMS 1601 FUEL SUPPLY SYSTEM - FUEL PUMP




Activity Status:Activity TypeActivity Assigned To:Activity Created:Activity Created By:

DoneCustomer InteractionTalarico, Sal8/23/2007 11:58AMZika, Debbie

Activity Updated: 8/23/2007 03:48PMActivity Updated By: Talarico, Sal

Email To:

Activity Description: PITNEY - Custmr upset w/numerous frequent repairs-failed st inspctn, pwr str fluid leak;other issues>

Emal From:

Note Created: 8/23/2007 11:59AM Note Type: GeneralNote Created By: Zika, Debbie

include battery failure, window regulator, gas gauges, fuel pump, power steering pump, emissions system failure


DoneCustomer InteractionTalarico, Sal8/23/2007 03:48PMTalarico, Sal


Email To:

Activity Description: Left customer a vMail message receipt of letter.

Emal From:

Note Created: Note Type: Note Created By:


DoneField InteractionTalarico, Sal8/24/2007 11:19AMTalarico, Sal

Activity Updated: 8/24/2007 11:22AMActivity Updated By: Talarico, Sal

Email To:

Activity Description: Fwd cust infor to AMM

Emal From:

Note Created: 8/24/2007 11:22AM Note Type: Field InteractionNote Created By: Talarico, Sal




______________________________________________ From: Talarico Sal, V4-US-A-52 Sent: Friday, August 24, 2007 11:22 AM To: Wight Jeff, V4-USSubject: Exec Letter 2005 MINI Cooper VIN#T MINI of St Louis Importance: High

Hi Jeff,

Re: Exec Letter 2005 MINI Cooper VIN#T MINI of St Louis

Attached is a bitter letter from customer to Mr Pitney. Please read it and share your thoughts.

Thanks Sal

1 attachment

Salvatore Talarico MINI Team Lead CORE Group National Customer Relations and Services

Telephone (201) 263-8228 Fax (201) 930-8484 Mailing Address P.O. Box 1227 Westwood, NJ 07675-1227

LET’S MOTOR. ®




Email To:

Activity Description: Follow up with AMM

Emal From:





From: Talarico Sal, V4-US-A-52 Sent: Friday, August 31, 2007 9:23 AM To: Wight Jeff, V4-US-V-4-M Subject: 8/31/07 Follo-up Exec Letter 2005 MINI Cooper VIN#T MINI of St Louis Importance: High

Hi Jeff,

Hope all is well. Just following up on e-mail notification of 8/24. Re: Customer letter.

Please advise or call to discuss. Thanks, sal

______________________________________________ From: Talarico Sal, V4-US-A-52 Sent: Friday, August 24, 2007 11:22 AM To: Wight Jeff, V4-USSubject: Exec Letter 2005 MINI Cooper VIN#T MINI of St Louis Importance: High

Hi Jeff,

Re: Exec Letter 2005 MINI Cooper VIN#T MINI of St Louis

Attached is a bitter letter from customer to Mr Pitney. Please read it and share your thoughts.

Thanks Sal




DoneCustomer InteractionTalarico, Sal9/7/2007 10:17AMTalarico, Sal


Email To:

Activity Description: Left VMessage for cust. requested callback

Emal From:








Email To:

Activity Description: AMM advised there is not much that can be done here. Try to make the cutomer understand this was not the experience we intended

Emal From:



DoneGeneralTalarico, Sal9/21/2007 03:53PMTalarico, Sal


Email To:

Activity Description: Discussed case w/Mgr who advised it would be better to call customer and discuss then trying to write and explanation

Emal From:





Email To:

Activity Description: Called customer and reviewed his letter. He is very dissappointed in having to constantly service this car.

Emal From:

Note Created: 9/27/2007 01:43PM Note Type: Customer InteractionNote Created By: Talarico, Sal

I apoligized and explained this is not the experience we intended. C/S he has had american cars that ran for 100,000 miles w/o the problems this thing has had but I guess there is nothing you can do about that. I advised we would continue to provide warranty repairs as needed.. customer interupted and said Well I guess you can go back to your boss and tell him you called and stroked me and that's all your going to do...and hung up.






Vehicle

Code Descriptions

In Service Date:


Sale:Mileage:

2004Cooper52,00012/11/0312/11/03


Created Solution9/11/2007 Lm for cust, advised since dlr covered 50% of costs by paying for pump, there

will be no further assistance available. closed pending further contact.

File Name Comments




Source: PhoneClosed9/5/2007 10:08AMYoung, RonYoung, Ron9/5/2007 10:08AMPrestige MINIPrestige MINI

9/11/2007 12:47PM

Ed is dlr contact, cust having issues with power steering pump/rackYoung, Ron

ComplaintMINI200724800649


Brooklyn, NY

SR Code SR Code Desc Main Group Defect Code Defect Code DescSV07 GOODWILL ASSISTANCE REQUEST STEERING UNIT COMPONENTS 3213 STEERING UNIT COMPONENTS - STEERING RACK





DoneCustomer InteractionYoung, Ron9/5/2007 10:10AMYoung, Ron

Activity Updated: 9/5/2007 10:13AMActivity Updated By: Young, Ron

Email To:

Activity Description: Ed is dlr contact, cust having issues with power steering pump/rack

Emal From:

Note Created: 9/5/2007 10:11AM Note Type: Customer InteractionNote Created By: Young, Ron

cust advises he was in last April for this concern and the dlr paid for the fan, not he is out of warranty and needs a new pump and rack. cust advised the dlr is paying the the pump, and now he has to pay for the rack @ $1200. Cust is asking that since he was in dlr in April for this issue, and feels that it should have been repaired at that time, that MINI help with the cost of the rack.


DoneDealer InteractionYoung, Ron9/7/2007 10:23AMYoung, Ron


Email To:

Activity Description: Chris Dodin- SerM, LM req call and status.

Emal From:



DoneDealer InteractionLabatzky, Karen9/7/2007 10:37AMLabatzky, Karen

Activity Updated: 9/7/2007 10:49AMActivity Updated By: Labatzky, Karen

Email To:

Activity Description: Chris called in but Ron not in yet...

Emal From:

Note Created: 9/7/2007 10:42AM Note Type: Dealer InteractionNote Created By: Labatzky, Karen

Offered to gather information for Ron...Explained their reasoning for providing assistance on the pump:

-First, there is absolutely no connection between the power steering rack leaking and the fan replaced in the past. The failure of the fan will not affect the rack at all. So, two scenarios: -One: The power steering rack was leaking and started to put more pressure on the power steering pump, causing it to fail. In this case, the customer pays for the entire repair because it has nothing to do with the fan repair back in April. -Two: The failure of the fan taxed the power steering pump, causing it to overheat and eventually fail. The leaking steering wheel rack just so happens to be a second issue happening (or discovered?)at relatively the same time as the pump. Which in this case, they are willing to help out w/ the pump because of the fan repair but not the rack since there is no possible correlation w/ the fan failure.

Chris advised the customer does not need to repair the rack but would have to come in to add fluid since leaking. Best and safest thing to do is to just repair it.

He will make sure Ed communicates the reason for the assistance with the customer so that they understand .





DoneDealer InteractionYoung, Ron9/7/2007 10:52AMYoung, Ron


Email To:

Activity Description: LM for Chris, req call.

Emal From:



DoneCustomer InteractionYoung, Ron9/7/2007 12:57PMYoung, Ron

Activity Updated: 9/7/2007 12:57PMActivity Updated By: Young, Ron

Email To:

Activity Description: LM with custs wife, req call.

Emal From:





Email To:

Activity Description: cci LM req call 201.583.5162

Emal From:





Email To:

Activity Description: custs phone rang busy, will try back.

Emal From:



DoneDealer InteractionYoung, Ron9/11/2007 12:33PMYoung, Ron


Email To:

Activity Description: Chris is OOO today- Ed, he advised the pump was GW'd, the rack is seperate and work has already been done. no further assistance avail.

Emal From:








Email To:

Activity Description: Lm for cust, advised since dlr covered 50% of costs by paying for pump, there will be no further assistance available.

Emal From:


Customer Service Request Detail # S00909200157





Vehicle

Code Descriptions

In Service Date:


Sale:Mileage:

2004Cooper50,00005/19/0405/19/04


Created Solution4/21/2009 Wrtr confirmed cust has my contact info for any future concerns, adv'd SM @

Charleston did not find anything during most recent repair which is a cause for concern w/this veh; cust pleased

File Name Comments




Source: PhoneClosed4/2/2009 07:45AMVitalInsight, fmFronckel, Eric4/14/2009 06:48AMMINI of CharlestonMINI of Charleston

4/21/2009 11:16AM

VIG Service Corporate Alert. This service request is still open. For details see the open comments.

Fronckel, Eric

Vital InsightMINIS00909200157


Dickson, TN

SR Code SR Code Desc Main Group Defect Code Defect Code DescSV80 VITAL INSIGHT - SERVICE CORPORATE ALERT VITAL INSIGHT SURVEY FJ01 VITAL INSIGHT SURVEYSV29 SERVICE - PRODUCT ISSUE STEERING UNIT COMPONENTS 3213 STEERING UNIT COMPONENTS - STEERING RACK





DoneCustomer InteractionVitalInsight, fm4/2/2009 07:45AMVitalInsight, fm

Activity Updated: 4/2/2009 07:45AMActivity Updated By: VitalInsight, fm

Email To:

Activity Description: VIG Service Corporate Alert

Emal From:

Note Created: 4/2/2009 07:45AM Note Type: Customer InteractionNote Created By: VitalInsight, fm

Name:Customer Home Customer Work Phone: Customer C

City: Dickson State: TN VIN: WMWRC33404T Make: MINI Model: Cooper Dealer Code: 46826 Dealer Location Id: 01 Dealer Name: MINI of Charleston Survey Type: Service Group ID: CSI: 100.0 Threshold: 99 Survey Received Date: 4/1/2009 9:02:23 PM Survey Sent Date: 4/1/2009 3:07:22 PM Survey Method: EM Answer ID: 33830 Overall Sat: P Recommendation: P Issue Assigned Date: Issue Closed Date: Customer Comments: Staff Comments: Resolution Cost:Customer Email: Repair Order Number: 481474 Repair Order Date: 3/27/2009 12:00:00 AM Repair Order Mileage: 53379 Repair Order Description: DANA LYNN BAILEY Advisor Name: DANA LYNN BAILEY Advisor Number: 8083 Technician Name: MARYANN HENRY Technician Number: 3897 Question #1: Overall, were you happy with your service experience at {client_name} (5 being the highest)? Answer #1: 100 Comment #1: Question #2: Was it easy to schedule an appointment at this dealership? Answer #2: Yes Comment #2: Question #3: If no: Please tell us why. Answer #3: Not Applicable Comment #3: Question #4: How long did it take to get your MINI in for service? Answer ...




... #4: No Comment #4: Question #5: Was the dedicated MINI Service area/drive easy to find? Answer #5: Yes Comment #5: Question #6: Did you know where to go when you got there? Answer #6: Yes Comment #6: Question #7: If no, do you have any suggestions as to how we can improve? Answer #7: Not Applicable Comment #7: Question #8: Did the staff at {client_name} make you feel welcome when you first arrived? Answer #8: Yes Comment #8: Question #9: If no, do you have any suggestions as to how we can improve? Answer #9: Not Applicable Comment #9: Question #10: Were you happy with your Service Advisor for each of the service aspects listed below? Answer #10: Not Applicable Comment #10: Question #11: Understanding of your service needs: Answer #11: Yes Comment #11: Question #12: Level of courtesy, honesty and respect: Answer #12: Yes Comment #12: Question #13: Explanation of the charges and work performed: Answer #13: Yes Comment #13: Question #14: Consideration of your time: Answer #14: Yes Comment #14: Question #15: Knowledge and expertise: Answer #15: Yes Comment #15: Question #16: Fulfillment of commitments made to you: Answer #16: Yes Comment #16: Question #17: If no, do you have any suggestions as to how your Service Advisor can improve? Answer #17: Not Applicable Comment #17: Question #18: Do you feel that {client_name} valued your business? Answer #18: Yes Comment #18: Question #19: If no, do you have any suggestions as to how we can improve? Answer #19: Not Applicable Comment #19: Question #20: Were you satisfied with the time it took to pay for your service and get your MINI back? Answer #20: Yes Comment #20: Question #21: If no, do you have any suggestions as to how we can improve? Answer #21: Not Applicable Comment #21: Question #22: Were you happy with the quality of work performed on your MINI? Answer #22: Yes Comment #22: Question #23: If no, do you have any suggestions as to how we can improve? Answer #23: ...

...




... Not Applicable Comment #23: Question #24: Was your MINI’s cleanliness and appearance to your satisfaction when returned to you? Answer #24: Yes Comment #24: Question #25: If no, do you have any suggestions as to how we can improve? Answer #25: Not Applicable Comment #25: Question #26: Was your MINI ready when promised? Answer #26: Not Applicable Comment #26: Question #27: If no, were you notified of the delay? Answer #27: Not Applicable Comment #27: Question #28: If needed, were you satisfied with the alternate transportation provided? Answer #28: Yes Comment #28: Question #29: Did all authorized repairs get done in this single visit? Answer #29: Yes Comment #29: Question #30: If no, please describe which items are still in need of repair? Answer #30: Not Applicable Comment #30: Question #31: Overall, was your experience as distinct and unique as you were expecting from MINI? Answer #31: Yes Comment #31: Question #32: If no, do you have any suggestions as to how we can make future visits more MINI like? Answer #32: Not Applicable Comment #32: Question #33: Overall, would you recommend {client_name} to a family member or close friend for their future service needs? Answer #33: Yes Comment #33:

...


DoneEmail - InboundTalarico, Sal4/2/2009 10:22PMAdministrator, Siebel


Email To:

Activity Description: RE: Response to Your Request for MINI Contact.

Emal From: [email protected] Customer Experience <[email protected]>





Sirs,

The reason that I wanted to touch base with you concerns the rack and pinion unit. I just had to replace my unit at 50K miles. I understand that there is a bulletin posted but this is not considered a recall item. I suspect that there is a fairly high failure rate since there were 4 units on the shelf. Please don't get me wrong, I really enjoy my Mini (have dreamed of owning one when I read the preliminary write-ups). I'm concerned that in another 50K miles I'll be doing the same repair! Your thoughts?

________________________________ Subject: Response to Your Request for MINI Contact. Date: Thu, 2 Apr 2009 08:32:36 -0400 From [email protected] To:

[http://gfx2.hotmail.com/mail/w3/ltr/i_safe.gif]

[http://gfx2.hotmail.com/mail/w3/ltr/i_safe.gif]

Dear

Thank you for completing your recent survey response to MINI of Charleston. You requested to be contacted by MINI USA.

To best assist you, please reply back to this email and complete the questions listed below:

1) The outstanding issues and concerns that MINI of Charleston has not addressed to your satisfaction. 2) The phone number we should contact you on to discuss these issues and concerns.

The MINI Customer Relations team is available to discuss any immediate questions or concerns you may have. Please feel free to call us at 1.866.275.6464, Monday through Friday, from 9:00 a.m. to 9:00 p.m., Eastern Standard Time. If you’re interested in up to date information about MINI models and accessories, you can visit us at www.miniusa.com.

Thanks for being part of the MINI family.

Sincerely,

Your friends at MINI USA.

LET'S MOTOR.®

...




...

Chassis #: TJ60654

________________________________ Rediscover Hotmail®: Now available on your iPhone or BlackBerry Check it out.<http://windowslive.com/RediscoverHotmail?ocid=TXT_TAGLM_WL_HM_Rediscover_Mobile1_042009>


DoneCustomer InteractionFronckel, Eric4/15/2009 10:22AMFronckel, Eric

Activity Updated: 4/21/2009 11:01AMActivity Updated By: Fronckel, Eric

Email To:

Activity Description: spk w/cust, he stts concerned w/replacement of rack-and-pinion unit @ 50k miles, cust concerned this is a problem throughout MINI product line >

Emal From:

Note Created: 4/15/2009 10:24AM Note Type: Customer InteractionNote Created By: Fronckel, Eric

cust stts has been adv'd of a svc bulletin by a 3rd party mechanic, most of cust's recent work has been w/3rd parties. Cust stts wrong steering fluid was used


DoneDealer InteractionFronckel, Eric4/21/2009 11:01AMFronckel, Eric


Email To:

Activity Description: LVM w/SM Shawn, req cb to confirm nothing in cust's most recent RO to suggest he may have further rack-and-pinion issues w/veh

Emal From:



DoneDealer InteractionFronckel, Eric4/21/2009 11:10AMFronckel, Eric


Email To:

Activity Description: SM Shawn ci, stts cust's only visit to Charleston was 3/27, but all that was done was an oil/filter change, checked for leaks, none found >

Emal From:

Note Created: 4/21/2009 11:11AM Note Type: Dealer InteractionNote Created By: Fronckel, Eric

wrtr confirmed w/survey dates that this visit is the visit for which cust was surveyed, concluded cust must've had rack-and-pinion unit replaced elsewhere


DoneCustomer InteractionFronckel, Eric4/21/2009 11:13AMFronckel, Eric


Email To:

Activity Description: spk w/cust, inquired into rack-and-pinion work, cust confirmed this was done @ 3rd party svc center; wrtr adv'd have spk w/SM @ Charleston, nothing >

Emal From:




Note Created: 4/21/2009 11:15AM Note Type: Customer InteractionNote Created By: Fronckel, Eric

found during most recent svc visit which suggests cust should have any future issues. Wrtr confirmed cust has my contact info for any future concerns

PE10-038

BMW

12-14-2010

BMW

Attachment


CODE-3231)






Vehicle

Code Descriptions

In Service Date:


Sale:Mileage:

2004Cooper5,00011/24/0311/24/03


Created Solution10/22/2004 Customer offered compensation as goodwill.11/11/2004 Vehicle repaired. Custoemr offer a payment and a half as goodwill.

File Name CommentsDSC00049MINI LOANER (Archived - Click for more information.)DSC00050MINI LOANER (Archived - Click for more information.)




Source: PhoneClosed9/15/2004 03:48PMHand, GregKahler, Philip9/15/2004 03:48PM

Tate MINI

11/19/2004 01:43PM

Vehicle down for six weeks due to steering malfunction.Kahler, Philip

ComplaintMINI200425900420Ms.


Bowie, MD

SR Code SR Code Desc Main Group Defect Code Defect Code DescSV29 SERVICE - PRODUCT ISSUE STEERING UNIT COMPONENTS 3231 STEERING UNIT COMPONENTS - STEERING COLUMN





DoneCustomer InteractionHand, Greg9/15/2004 03:49PMHand, Greg

Activity Updated: 9/17/2004 03:13PMActivity Updated By: Hand, Greg

Email To:

Activity Description: Vehicle down for 3½ weeks due to steering malfunction

Emal From:

Note Created: 9/17/2004 03:13PM Note Type: Customer InteractionNote Created By: Hand, Greg

Advised I would contact the retailer to pass along info.




Email To:

Activity Description: Rec'd call from Ms.

Emal From:



DoneCustomer InteractionHartman, Kyle9/17/2004 04:36PMHartman, Kyle

Activity Updated: 9/17/2004 04:36PMActivity Updated By: Hartman, Kyle

Email To:

Activity Description: Cust called in, looking for update. Writer adv I would email Greg and give him a personal note

Emal From:



DoneCorporate InteractionHartman, Kyle9/17/2004 04:37PMHartman, Kyle

Activity Updated: 9/17/2004 04:37PMActivity Updated By: Hartman, Kyle

Email To:

Activity Description: Emailing Greg

Emal From:

Note Created: 9/17/2004 04:37PM Note Type: Corporate InteractionNote Created By: Hartman, Kyle




T

Customer asking about Lemon Law, would like an update because she sttd that her service advisor told her to call here. She would like a call today, she want's a call before the weekend. (She needs a little comforting advice)

Kyle Hartman Customer Relations Specialist BMW of North America, LLC B Phone - (800) 831-1117 x6292 Local - (614) 718-6292 [email protected]


DoneDealer InteractionHand, Greg9/17/2004 05:45PMHand, Greg


Email To:

Activity Description: LVM for Service Manager, John Manias. Asked for a call back.

Emal From:





Email To:

Activity Description: Called customer at cell Service Advisor said the part was in but it wasn't.

Emal From:

Note Created: 9/17/2004 05:54PM Note Type: Customer InteractionNote Created By: Hand, Greg

Customer already got an update from Tate MINI that the part is on its way and will be in next week. I advised that I have a call in to the interrim Service Manager, John Manias.


DoneDealer InteractionHand, Greg9/20/2004 02:42PMHand, Greg


Email To:

Activity Description: Rec'd VM from Service Manager. Wiring harness is on order from Europe, and is supposed to be in next week.

Emal From:



DoneCustomer InteractionDick, Christopher9/20/2004 05:19PMDick, Christopher

Activity Updated: 9/20/2004 05:25PMActivity Updated By: Dick, Christopher

Email To:

Activity Description: from customer

Emal From:




Note Created: 9/20/2004 05:19PM Note Type: Customer InteractionNote Created By: Dick, Christopher

spoke with the customer and apologized to him for the delay that he has experienced. He has indicated that the car has been at the shop for 4 weeks. I expressed how clearly this is uncommon and how we would like to asist in trying to restore his confidence.




Email To:

Activity Description: call from customer

Emal From:


spoke with customer late last night (9/20) and discussed the concerns. I apologized to him that the car has been at te shop so long and agreed to look into this and try to resolve quickly.


DoneCustomer InteractionHand, Greg9/23/2004 09:32AMHand, Greg

Activity Updated: 9/23/2004 09:41AMActivity Updated By: Hand, Greg

Email To:

Activity Description: Rec'd call from Ms. Advised that once the vehicle is repaired, we'll pursue compensation.

Emal From:

Note Created: 9/23/2004 09:35AM Note Type: Customer InteractionNote Created By: Hand, Greg

Advised the customer that I will be out of the office from 9/27 through 10/12, returning on 10/13.

Note Created: 9/23/2004 09:41AM Note Type: Customer InteractionNote Created By: Hand, Greg

Customer wants MINI to commit to a plan of action, i.e. if this next repair doesn't work, MINI will... I advised to speak with the Service Manager going forward.


DoneCustomer InteractionDick, Christopher9/23/2004 09:58AMDick, Christopher

Activity Updated: 9/23/2004 10:12AMActivity Updated By: Dick, Christopher

Email To:

Activity Description: call customer

Emal From:

Note Created: 9/23/2004 09:58AM Note Type: Customer InteractionNote Created By: Dick, Christopher

spoke with Mr husband) and advised that I have reviewed this situation with Greg and that we are for the parts and once it comes in and we can assure that this corrected the problem, we would do what we can to make this right to him. He appreciated the update and I advised we will speake next week.





DoneCustomer InteractionDick, Christopher9/29/2004 11:45AMDick, Christopher


Email To:

Activity Description: customer called with update

Emal From:

Note Created: 9/29/2004 11:46AM Note Type: Customer InteractionNote Created By: Dick, Christopher

customer indicated that the part came in and they tried the repair and it didn't work. They are frustrated at this point and want resolution. I offered my understanding and apologized to her for the frustration. I advised I would speak with Tate and then get back with her. She is working with Jonathon at Tate.


DoneDealer InteractionDick, Christopher9/29/2004 11:48AMDick, Christopher


Email To:

Activity Description: call Tate MINI

Emal From:

Note Created: 9/29/2004 11:51AM Note Type: Dealer InteractionNote Created By: Dick, Christopher

spoke with Jonathon- the wiring harness did not work. THey were informed to creat a Puma case for this car. THe car has been there since 8/23. Asked if he felt we should pursue replacement since the customer is loosing faith in the brand every day this drags out. He supported it.


DoneField InteractionDick, Christopher9/29/2004 12:07PMDick, Christopher


Email To:

Activity Description: to John Haley

Emal From:

Note Created: 9/29/2004 12:07PM Note Type: Field InteractionNote Created By: Dick, Christopher

John,

I have been working with this customer for a little while now. This car has been at Tate since 8/23 and they still cannot resolve the problem with the steering. The customer is losing faith in the brand every day this continues. Seeing that we are beyond 30 days, would you plesae entertain trading the customer into a new mini through Tate. The car has only 2000 miles on it.




Email To:

Activity Description: from John Haley

Emal From:





Chris,

I am waiting for Pete Peters to report back to us on his inspection of the vehicle. Hopefully, we will hear back from him today.

JH




Email To:

Activity Description: customer

Emal From:


left msg for customer advising we were still looking into this for her.




Email To:

Activity Description: to John Haley/Pete Peters

Emal From:


John, Pete,

Any word on this customer. I am trying to buy time, but they just left me a voice mail. I am going to need to answer them today is possible.

Thanks




Email To:

Activity Description: from Pete Peters

Emal From:


I worked on this vehicle again today and found the diagnosis bus wire shorted. This wire is in the main body harness. Instead of ordering and waiting for a new harness, a new wire for the bus is being installed and the shorted wire will be eliminated. The vehicle should be ready for pickup on Wednesday. I have givien the service manager my OK to give the customer a lease or loan payment for one month.

Thanks, Pete







Email To:

Activity Description: to Pete Peters

Emal From:


also copied Fran Kirnum: Ok, Pete, thanks. I thank each of you for your help. I did just speak with the customer and if this doesn't work, she will pursue legal action. I hate to have that over our head, but I need to inform you of this just so you are aware. Fran, I am copying you as an FYI as well.




Email To:

Activity Description: call customer

Emal From:


spoke with customer and advised that we would are looking to have the car ready for them on Wednesday. I advised that we were confident in the repair and that we were wprking with the dealership to offer compensation. The customers will want a new vehicle if this does not work and I advised them that if it does not work, I would see what we could do in that regard.


DoneEmail - InboundCordell, Amanda10/4/2004 04:43PMAdministrator, Siebel

Activity Updated: 10/5/2004 10:13AMActivity Updated By: Cordell, Amanda

Email To:

Activity Description: Re: General customer service [1-199311203]

Emal From:[email protected]





The car is still in the shop. They think they have another way to fix it but it has been there for 6 plus weeks at this point. Greg Hand was arrogant and the fellow you directed us to (appropriately named) Chris Dick purposely misled us and continues to string us along. Regardless of the outcome, it is now my mission in life to let everyone I know just how bad Mini and BMW is at fixing their cars and dealing with their customers.

The Vin number is My wife's name is

Dominic DeSantis

On Sep 18, 2004, at 11:56 AM, [email protected] wrote:

> Hi thanks for the reply. > > I am sorry to hear about your concerns with your MINI and the Customer > Relations Department. If you want, you can forward me the information > below and I can look over this for you. I will be in the office at 8 > am on Monday morning and I have listed my extension for you below. Or > if you want, you can call and ask for Chris Dick, he is Greg's > manager. When you do call, please have the VIN for the car. I have > liked to have looked over Greg's notes, but they would be under your > wife's name (which I do not know), so I could not find you in the > system. If there are further questions I can assist with, please feel > free to drop me an e-mail. > > LET’S MOTOR. > Amanda Cordell > MINI Customer Relations and Services > Representative > 866.ASK.MINI (275-6464) x7364 > > > > > > -----Original Message----- > > From: > Sent: 9/18/2004 12:00:00 AM > To: [email protected] > Subject: General customer service [1-199311203] > > Dear Amanda, > > My wife called the number below and spoke with a fellow named Greg > Hand. Now, I still don't have my Mini and thanks to Greg, I am > disgusted by the arrogance and incompetence of Mini and it's parent > company BMW. I would appreciate a number for the manager in charge of > Mini Customer Service. > > Thank you, > >




... > > > > On Sep 15, 2004, at 12:32 PM, [email protected] wrote: > >> Hi thanks for contacting MINI. >> >> I am sorry to hear about your baby. You are welcome to call us or >> reply to this e-mail. Either way, we will need to know the following: >> -the VIN for your car >> -the mileage >> -the name of the dealer where the car is >> -the nature of the concern with the car. >> >> If there are further questions I can assist with, please feel free to >> drop me an e-mail. >> >> LET’S MOTOR. >> Amanda Cordell >> MINI Customer Relations and Services >> Representative >> 866.ASK.MINI (275-6464) >> >> >> -----Original Message----- >> >> From: >> Sent: 9/15/2004 12:00:00 AM >> To: [email protected] >> Subject: General customer service >>

>> question/comment: >> My '04 mini has been in the repair shop for 4 weeks now. I would like >> to speak to someone who works for Mini about this. >> >> >> >


DoneEmail - OutboundCordell, Amanda10/5/2004 09:19AMCordell, Amanda

Activity Updated: 10/5/2004 10:14AMActivity Updated By: Administrator, Siebel

Email To:

Activity Description: RE: General customer service [1-199311203]

Emal From: [email protected]





Hi nice to hear from you again.

I am sorry to hear your car is still in the shop. I understand your frustration, as the car has been in the shop for sometime. I have looked over Chris' notes and it looks as if he is taking the appropriate steps to get this concern addressed for you. Chris has arranged for a MINI rep to look at the car. At this point, that is the best step to take. However, sometimes it does require a little patience because the rep travels among many dealers.

I also see he discussed with your wife compensation for the amount of time the car has been down. We will review this once the vehicle is fixed. We like to have the car repaired, so we have the full picture when we make our decision. I hope this will be resolved for you soon and we can turn you into someone who is complimentary toward MINI. From the last line of your e-mail, that may take some work, but I am sure we can do it. If there are further questions I can assist with, please feel free to drop me an e-mail.

LET’S MOTOR. Amanda Cordell MINI Customer Relations and Services Representative 866.ASK.MINI (275-6464)

-----Original Message-----

From: Sent: 10/5/2004 12:00:00 AM To: [email protected] Subject: General customer service [1-199311203]

The car is still in the shop. They think they have another way to fix it but it has been there for 6 plus weeks at this point. Greg Hand was arrogant and the fellow you directed us to (appropriately named) Chris Dick purposely misled us and continues to string us along. Regardless of the outcome, it is now my mission in life to let everyone I know just how bad Mini and BMW is at fixing their cars and dealing with their customers.

The Vin number is wmwrc33494t My wife's name is Michele Harris.

On Sep 18, 2004, at 11:56 AM, [email protected] wrote:

> Hi Dominic, thanks for the reply. > > I am sorry to hear about your concerns with your MINI and the Customer > Relations Department. If you want, you can forward me the information > below and I can look over this for you. I will be in the office at 8 > am on Monday morning and I have listed my extension for you below. Or > if you want, you can call and ask for Chris Dick, he is Greg's > manager. When you do call, please have the VIN for the car. I have > liked to have looked over Greg's notes, but they would be under your > wife's name (which I do not know), so I could not find you in the > system. If there are further questions I can assist with, please ...




... feel > free to drop me an e-mail. > > LET’S MOTOR. > Amanda Cordell > MINI Customer Relations and Services > Representative > 866.ASK.MINI (275-6464) x7364 > > > > > > -----Original Message----- > > From: > Sent: 9 AM > To: [email protected] > Subject: General customer service [1-199311203] > > Dear Amanda, > > My wife called the number below and spoke with a fellow named Greg > Hand. Now, I still don't have my Mini and thanks to Greg, I am > disgusted by the arrogance and incompetence of Mini and it's parent > company BMW. I would appreciate a number for the manager in charge of > Mini Customer Service. > > Thank you, > > > > > > On Sep 15, 2004, at 12:32 PM, [email protected] wrote: > >> Hi thanks for contacting MINI. >> >> I am sorry to hear about your baby. You are welcome to call us or >> reply to this e-mail. Either way, we will need to know the following: >> -the VIN for your car >> -the mileage >> -the name of the dealer where the car is >> -the nature of the concern with the car. >> >> If there are further questions I can assist with, please feel free to >> drop me an e-mail. >> >> LET’S MOTOR. >> Amanda Cordell >> MINI Customer Relations and Services >> Representative >> 866.ASK.MINI (275-6464) >> >> >> -----Original Message----- >>

/15/2004 12:00:00 AM

>> To: [email protected] >> Subject: General ...




... customer service >>

>> >> question/comment: >> My '04 mini has been in the repair shop for 4 weeks now. I would like >> to speak to someone who works for Mini about this.

>> >




Email To:

Activity Description: to John Haley

Emal From:


I just got off the phone with Robbie at Tate and he indicated that based on some of the customers actions, they will not produce a check for goodwill from their office. The customer is seeking compensation for the time they were without the car (6 weeks) which would be $615. Their monthly pmt is $410. John, is there another way to grant this and facilitate reimbursement to the customer?


DoneField InteractionDick, Christopher10/7/2004 11:36AMDick, Christopher


Email To:

Activity Description: from John Haley

Emal From:

Note Created: 10/7/2004 11:37AM Note Type: Field InteractionNote Created By: Dick, Christopher

Chris,

This is what the customer did to Tate's loaner car while driving and condition of the vehicle at turn-in. Looking at this, I can not justify goodwill payment.

JH


DoneCorporate InteractionDick, Christopher10/7/2004 11:37AMDick, Christopher


Email To:

Activity Description: to John Haley and Phil Kahler

Emal From:

Note Created: 10/7/2004 11:37AM Note Type: Corporate InteractionNote Created By: Dick, Christopher




I agree that this is uncalled for and they should not respond this way. Just so you are aware, the customer is expecting reimbursement and if we do not offer, I believe this will become a legal issue. I'm not sure how to justify backing out of our offer with her, and see her getting very ugly about this. Phil, I copied you because I probably need to escalate this.




Email To:

Activity Description: from Phil kahler

Emal From:


I'll do whatever all of you need. Robbie sent me the pictures too. Some people......... I could always get a check issued out of here.




Email To:

Activity Description: to Phil and John

Emal From:


Well, I respect Johns decision and do not want to do anything without his agreement. I just do not want this to become a legal issue. Lets wait for John.


DoneField InteractionKahler, Philip10/11/2004 11:46AMKahler, Philip

Activity Updated: 10/11/2004 11:46AMActivity Updated By: Kahler, Philip

Email To:

Activity Description: Per MAM John Haley, please contact customer.

Emal From:



DoneGeneralKahler, Philip10/14/2004 12:03PMKahler, Philip

Activity Updated: 10/14/2004 12:03PMActivity Updated By: Kahler, Philip

Email To:

Activity Description: Contact customer on Monday.

Emal From:






DoneCorporate InteractionDick, Christopher10/19/2004 12:08PMDick, Christopher


Email To:

Activity Description: to Phil Kahler

Emal From:

Note Created: 10/19/2004 12:08PM Note Type: Corporate InteractionNote Created By: Dick, Christopher

Phil,

I just received a call from the customer and returned their call. Could you please call them regarding the goodwill check?

Thanks


DoneCustomer InteractionKahler, Philip10/22/2004 11:25AMKahler, Philip


Email To:

Activity Description: Called and spoke with Mrs.

Emal From:

Note Created: 10/22/2004 11:26AM Note Type: Customer InteractionNote Created By: Kahler, Philip

Per customer, vehicle was at Tate for a total of six weeks. The vehicle had lost power and one of the lights came on. Ultimately is was some type of steering problem but the communication from the dealership was terrible so they enver knew what was going on and when they would get the car back. Also, they hd to rpelace the in-dash CD player and this one is different for the other and she is having problems working the unit. Apologized to customer for the problems. Advised that I would send a radio owners manaul but also asked that she send me a copy of one of her payments coupons so we can arrange some type of compensation as previously discussed.




Email To:

Activity Description: Sent customer radio owners manual.

Emal From:



DoneCustomer InteractionKahler, Philip10/25/2004 12:28PMKahler, Philip


Email To:

Activity Description: Received payment information from customer.

Emal From:








Email To:

Activity Description: 10/27/2004 - Advised customer that receipt received and radio manual sent.

Emal From:



DoneGeneralKahler, Philip11/8/2004 09:54AMKahler, Philip


Email To:

Activity Description: Processed check requisition in the amount of $681.35.

Emal From:

Note Created: 11/8/2004 09:59AM Note Type: GeneralNote Created By: Kahler, Philip




From : Prepared By : Date : Customer Relations Phil Kahler 11/08/04 Check Amount $ : MINI Dealer # (if applicable) : G/L Account Number : $681.35 11773008 Pay to the order of : Mr. Dominic Desantis 12916 Falmouth Drive/Silver Spring, Maryland 20904-3405

As payment for : (Explanation) NOTE - SPECIFIC "PROBLEM WITH VEHICLE" IS REQUIRED Vehicle was down for six weeks for repair of a power steering problem. As Goodwill, reimburse customer for one and a half car payments. One month payment is 409.63. Half a payment is 203.35. 409.63 + 203.35 = total reimbursement of $681.35. Per Customer Relations.

Cus uest # : Market # : Mr. s 200425900420 17 Orig Replacement VIN (last 7 digits) : None If no replacement, indicate "NONE" Backup Attached: (please indicate) : X Supporting backup for dollar amount (required). Customer Letter Dealer Letter

Trade-in documents Internal Memos Other:

Region : East X West Settlement Type Cash Settlement BMW Group Buyback Dealer Trade Assistance (Please Indicate) South Central No transfer of vehicles BMW Group obtains vehicle Dealer obtains vehicle (Indicate X) X

For Warranty Use Only: Date Original Request Warranty Reviewed by : Date : In-Service ...




... Date : Received in Warranty : Dealer E 26592 W 26594 Claim 6 | | | | | | Chassis TJ55131 Number S 26593 C 26595 Number | | | | | | Number Defect Code(s) Used: Warranty Claim Entered By : Date Entered : 85 99 00 ___ ___ TR Cash Non-Repair GW Other : __________ 85 99 00 ___ ___ TB Buyback 85 99 00 ___ ___ TA Trade Assist Mileage : Original Credit Year if a Later D/C :

Approvals: (Required regardless of dollar level) (If required by dollar level) Section Manager or above : Date : Section Manager or above : Date : Executive VP Finance & Admin : Date :

Check Routing (Required) : Sent check to : Phil Kahler Montvale Name : Location : ROUTING : Original check request with required back-up to Warranty.

...




Email To:

Activity Description: Submitted check requisition.

Emal From:





Email To:

Activity Description: 11/04/2004 - Message from Dominic Desantis that addtional problem with wipers has resurfaced.

Emal From:








Email To:

Activity Description: Left message for Michelle Harris.

Emal From:





Email To:

Activity Description: 11/10/2004 - Message from customer that she never received radio manual and also wanted to know when her check would arrive.

Emal From:



DoneGeneralKahler, Philip11/11/2004 09:20AMKahler, Philip


Email To:

Activity Description: Wrong address in system. Updated to new mailing address.

Emal From:





Email To:

Activity Description: Fed-Exed additional radio manual to customer.

Emal From:





Email To:

Activity Description: Spoke with customer.

Emal From:

Note Created: 11/11/2004 09:31AM Note Type: Customer InteractionNote Created By: Kahler, Philip




Advised customer that we had wrong address on file so radio manual was sent to the wrong address. We have update our records and I will send a manual out Fed-Ex so it should arrive Friday or Monday. Regarding her check, it is in process and once recieved, we will send it out Fed-Ex. Discussed her wiper issue and she stated the wipers were stopping and she could only get then restarted by cycling the key. Advised customer that if this is not some anomoly, it will need to be addressed and we can help if necessary.


DoneGeneralPascale, Audrey11/12/2004 02:16PMPascale, Audrey

Activity Updated: 11/12/2004 02:16PMActivity Updated By: Pascale, Audrey

Email To:

Activity Description: FED EX #7919 7873 1817 11/12/04

Emal From:





Email To:

Activity Description: Fed-Exed check to customer.

Emal From:



DoneGeneralPascale, Audrey11/19/2004 02:02PMPascale, Audrey

Activity Updated: 11/19/2004 02:02PMActivity Updated By: Pascale, Audrey

Email To:

Activity Description: FED EX #7913 9398 2195 11/19/04

Emal From:







Vehicle

Code Descriptions

In Service Date:


Sale:Mileage:

2004Cooper25,00006/16/0404/30/04


Created Solution2/7/2007 writer set up RA for customer, ref #2795

File Name Comments




Source: PhoneClosed2/7/2007 02:52PMCavin, DougCavin, Doug2/7/2007 02:52PM

Nick Alexander MINI

2/7/2007 02:59PM

cci to set up RA appt, steering wheel is locked up, hard to turnCavin, Doug

InquiryMINI200703801910


Los Angeles, CA

SR Code SR Code Desc Main Group Defect Code Defect Code DescSV30 ROADSIDE ASSISTANCE CONTACT STEERING UNIT COMPONENTS 3231 STEERING UNIT COMPONENTS - STEERING COLUMN





DoneCustomer InteractionCavin, Doug2/7/2007 02:52PMCavin, Doug

Activity Updated: 2/7/2007 02:56PMActivity Updated By: Cavin, Doug

Email To:

Activity Description: cci to set up RA appt, steering wheel is locked up, hard to turn

Emal From:



DoneCorporate InteractionCavin, Doug2/7/2007 02:55PMCavin, Doug

Activity Updated: 2/7/2007 02:57PMActivity Updated By: Cavin, Doug

Email To:

Activity Description: wrtr spojke to mini RA, set up pickup of vehicle.

Emal From:







Vehicle

Code Descriptions

In Service Date:


Sale:Mileage:

2005Cooper

10/30/0410/30/04


Created Solution9/21/2007 Writer will contact sales mgr on cust behalf.9/21/2007 Writer spoke with Mike, sttd he would contact cust on possible trade.

File Name Comments




Source: PhoneClosed9/21/2007 04:00PMSmith, HeathSmith, Heath9/21/2007 04:00PMRalph Schomp MINIRalph Schomp MINI

9/21/2007 04:09PM

Cust veh had power steering problems. Veh is fixed, cust wants to trade veh in for new veh.

Smith, Heath



Denver, CO

SR Code SR Code Desc Main Group Defect Code Defect Code DescSV29 SERVICE - PRODUCT ISSUE STEERING UNIT COMPONENTS 3231 STEERING UNIT COMPONENTS - STEERING COLUMN





DoneCustomer InteractionSmith, Heath9/21/2007 04:01PMSmith, Heath

Activity Updated: 9/21/2007 04:04PMActivity Updated By: Smith, Heath

Email To:

Activity Description: Cust veh had power steering problems. Veh is fixed, cust wants to trade veh in for new veh.

Emal From:



DoneDealer InteractionSmith, Heath9/21/2007 04:08PMSmith, Heath

Activity Updated: 9/21/2007 04:08PMActivity Updated By: Smith, Heath

Email To:

Activity Description: Writer spoke with Mike, sttd he would contact cust on possible trade.

Emal From:







Vehicle

Code Descriptions

In Service Date:


Sale:Mileage:

2005Cooper S38,00001/27/0501/27/05


Created Solution3/27/2009 Wttr left cust detailed vm. Req call back if needed. Wttr adv calling about

assist offered. Close pending call back.

File Name Comments




Source: PhoneClosed3/23/2009 12:19PMCumella, AnthonyCumella, Anthony3/23/2009 12:21PMMINI of ManhattanMINI of Manhattan

3/27/2009 12:57PM

Cust stts the dealer has adv Steering Wheel Pump has failed. Princeton MINI ref. Veh at Manhattan

Cumella, Anthony

ComplaintMINI200908200500Name:

Brooklyn, NY

SR Code SR Code Desc Main Group Defect Code Defect Code DescSV07 GOODWILL ASSISTANCE REQUEST STEERING UNIT COMPONENTS 3231 STEERING UNIT COMPONENTS - STEERING COLUMN





DoneCustomer InteractionCumella, Anthony3/23/2009 12:21PMCumella, Anthony

Activity Updated: 3/23/2009 12:29PMActivity Updated By: Cumella, Anthony

Email To:

Activity Description: Cust stts the dealer has adv Steering Wheel Pump has failed. Princeton MINI ref. Veh at Manhattan. Cust father called Princeton MINI for direction.

Emal From:

Note Created: 3/23/2009 12:22PM Note Type: Customer InteractionNote Created By: Cumella, Anthony

Cust stts they own two MINIs and all serviced with MINI. Cust stts they have quoted $1,400 to repair the veh. Princeton MINI adv they have checked message boards and found that this is a known prob. Adv to call CR for help.


DoneDealer InteractionCumella, Anthony3/23/2009 12:24PMCumella, Anthony


Email To:

Activity Description: Princeton MINI, SA John Rilly spoke with father this morning. He asked for MINI USA contact, becuase veh needed towed and dealer is charging for rep.

Emal From:





Email To:

Activity Description: Manhattan MINI, Senior Adv Joe stts the veh isnt at the dealer, nor has it ever been. Cust adv Power Steering wasnt working. 3rd party insp. Gas Sta

Emal From:

Note Created: 3/23/2009 12:34PM Note Type: Dealer InteractionNote Created By: Cumella, Anthony

station prob found SIB for concern. Joe stts he will check on poss GW with SM Phil. Joe




Email To:

Activity Description: Emailed Senior Advisor Joe. SN

Emal From:

Note Created: 3/23/2009 12:38PM Note Type: Dealer InteractionNote Created By: Cumella, Anthony




Hi Joe,

The customer is looking for help with this repair. Original owner, warranty expired 1/27/2009, low miles. Let me know if we need to get Market Approval….

Kind Regards,

Anthony Cumella Customer Relations and Services Specialist

Telephone (614) 718-6975 (800) 831-1117*6975 Fax (614) 789-1986 Mailing Address P.O. Box 1227 Westwood, NJ 07675-1227


DoneDealer InteractionCumella, Anthony3/26/2009 09:04AMCumella, Anthony

Activity Updated: 3/26/2009 09:04AMActivity Updated By: Cumella, Anthony

Email To:

Activity Description: Emailed Joe, checking on update.

Emal From:



DoneDealer InteractionCumella, Anthony3/26/2009 09:17AMCumella, Anthony


Email To:

Activity Description: Email from SA Joe the repair was discounted SN

Emal From:

Note Created: 3/26/2009 09:18AM Note Type: Dealer InteractionNote Created By: Cumella, Anthony

We discounted the repairs and the customer paid

Situation over!!!

Thanks bud


DoneCustomer InteractionCumella, Anthony3/26/2009 10:44AMCumella, Anthony


Email To:

Activity Description: Wttr left cust vm req call back.

Emal From:






DoneCustomer InteractionCumella, Anthony3/27/2009 12:56PMCumella, Anthony


Email To:

Activity Description: Wttr left cust detailed vm. Req call back if needed. Wttr adv calling about assist offered. Close pending call back.

Emal From:


PE10-038

BMW

12-14-2010

BMW

Attachment


CODE-3233)






Vehicle

Code Descriptions

In Service Date:


Sale:Mileage:

2005Cooper S12,00004/19/0504/19/05


Created Solution10/24/2006 customer wanted issue documented. documented issues. he would like to work

issues out with the dealership. gave extension should he need further help

File Name Comments




Source: PhoneClosed10/23/2006 03:37PMBogner, AndreaBogner, Andrea10/23/2006 03:37PM

Prestige MINI

10/24/2006 10:04AM

too many service issuesBogner, Andrea

ComplaintMINI200629602336Mr


Beacon, NY

SR Code SR Code Desc Main Group Defect Code Defect Code DescSL03 OVERALL QUALITY STEERING UNIT COMPONENTS 3233 STEERING UNIT COMPONENTS - STEERING WHEEL





DoneCustomer InteractionBogner, Andrea10/23/2006 03:37PMBogner, Andrea

Activity Updated: 10/24/2006 10:03AMActivity Updated By: Bogner, Andrea

Email To:

Activity Description: too many service issues

Emal From:

Note Created: 10/23/2006 03:37PM Note Type: Customer InteractionNote Created By: Bogner, Andrea

customer feels that he has been in for service too many times. He estimates 7-8 times. 1 check eng. light 4 times for his MINI logo popping out of his steering wheel 1 time for headlight failure 1 time b/c vehicle would not start. customer had vehicle towed from MINI RA. tow hook is now missing. MINI RA advised that the tow company said they do not have the tow hook. customer does not want rep to contact mini on his behalf yet, concerning the tow hook. at the last visit customer needed a new battery and new cabling. customer does not feel his car is doing what it should be doing in terms in liablity and durability. customer said the dealership does a great job. he feels it is a problem with his MINI






Vehicle

Code Descriptions

In Service Date:


Sale:Mileage:

2004Cooper

10/31/0310/31/03


Created Solution2/28/2007 Service Manager contacted customer and resolved all issues.2/28/2007 Service Manager contacted customer and resolved all customer's issues.

File Name CommentsCANNALONGA Dlr Email (Archived - Click for more information.)CANNALONGA Englert Ltr (Archived - Click for more information.)




Source: Executive LetterClosed1/19/2007 10:27AMZika, DebbieTalarico, Sal1/19/2007 10:27AMCrevier MINICrevier MINI

2/28/2007 01:52PM

ENGLERT-cc'd BBB; cust upset w/trtmt, srvc @ dlr (Crevier MINI); numerous rprs to veh since purchase

Talarico, Sal



Corona, CA

SR Code SR Code Desc Main Group Defect Code Defect Code DescSV02 RETAILER DISSATISFACTION - SERVICE RETAILER DISSATISFACTION GENERALAU02 DISCOURTEOUS TREATMENTSV02 RETAILER DISSATISFACTION - SERVICE RETAILER DISSATISFACTION GENERALAU01 RETAILER DISSATISFACTION GENERALSL17 PRODUCT DESIGN- INQUIRY/COMPLAINT STEERING UNIT COMPONENTS 3241 STEERING UNIT COMPONENTS - HYDRAULICS - PUMP, HOSSV17 REPEAT REPAIR/COMEBACK BRAKES 3401 BRAKES - BRAKE WEARSL17 PRODUCT DESIGN- INQUIRY/COMPLAINT CHASSIS ELECTRICAL - GENERAL 6151 POWER WINDOWSSV17 REPEAT REPAIR/COMEBACK CHASSIS ELECTRICAL - GENERAL 6124 BATTERY LOOSES CHARGESL17 PRODUCT DESIGN- INQUIRY/COMPLAINT STEERING UNIT COMPONENTS 3233 STEERING UNIT COMPONENTS - STEERING WHEELSL17 PRODUCT DESIGN- INQUIRY/COMPLAINT Radio, CD, OBC, Nav, Alarm, Airbag 6591 RADIOSL17 PRODUCT DESIGN- INQUIRY/COMPLAINT CHASSIS ELECTRICAL - GENERAL 6161 WIPERSSL17 PRODUCT DESIGN- INQUIRY/COMPLAINT TIRES, WHEELS & SPARE TIRE 3600 TIRES, WHEELS & SPARE TIRE





DoneCustomer InteractionTalarico, Sal1/19/2007 10:35AMZika, Debbie


Email To:

Activity Description: ENGLERT-cc'd BBB; cust upset w/trtmt, srvc @ dlr (Crevier MINI); numerous rprs to veh since purchase;

Emal From:





Email To:

Activity Description: Called customer at work and left detailed Vmessage advising recipt of letter and follow up to Mkt Team Gave name and tel#

Emal From:





Email To:

Activity Description: E-mail to customer

Emal From:


SR Code SR Code Desc Main Group Defect Code Defect Code DescSL17 PRODUCT DESIGN- INQUIRY/COMPLAINT TIRES, WHEELS & SPARE TIRE 3600 TIRES, WHEELS & SPARE TIRE




From: Talarico Sal, V4-US-A-52 Sent: Friday, January 19, 2007 1:44 PM To: '[email protected]' Subject: Letter Re:MINI Cooper VIN#TJ53107 Importance: High

Ms.

I am in receipt of your letter to Ms. received January 11,2007 and will be your point of contact here at MINI USA.

I am sorry to hear or your dissatisfaction. Your letter will be forwarded to our regional manager for review. Could yo ise me if the anyone from Crevier has contacted you since Mr. e-mail of January 8th.

Thank you,



LET’S MOTOR. ®


DoneField InteractionTalarico, Sal1/19/2007 01:51PMTalarico, Sal


Email To:

Activity Description: Notified AMM via e-mail

Emal From:

Note Created: 1/19/2007 01:51PM Note Type: Field InteractionNote Created By: Talarico, Sal




From: Talarico Sal, V4-US-A-52 Sent: Friday, January 19, 2007 1:51 PM To: Bruni Claude, V4-US-V-3-Subject: Re: Executive Letter 2004 MINI Cooper VIN# Importance: High

Claude,

Re: Executive Letter 2004 MINI Cooper VIN#TJ53107

I have attached customer's letter and copies of e-mails to at Crevier. A phone message as well as an e-mail have been sent to Ms acknowledging receipt of her letter and requesting updated information concerning further Dealer contact as stated in Peter's e-mail.

Please let me know if you get anything further from Crevier.

Thanks, Sal



LET’S MOTOR. ®

2 attachments




Email To:

Activity Description: Customer e-mail response

Emal From:





From: Sent: FTo: Talarico Sal, V4-US-A-52 Subject: RE: Letter Re:MINI Cooper VIN

Hello Sal,

Thank you for the email and voice mail.

Unfortunately no one from Crevier BMW has attempted to cont arding my concerns, since the single email response I received from Mr.


DoneField InteractionTalarico, Sal1/19/2007 04:13PMTalarico, Sal


Email To:

Activity Description: Fwd Customer e-mail to AMM

Emal From:

Note Created: 1/19/2007 04:13PM Note Type: Field InteractionNote Created By: Talarico, Sal

From: Talarico Sal, V4-US-A-52 Sent: Friday, January 19, 2007 4:13 PM To: Bruni Claude, V4-US-V-3-M Subject: 1/19/07 FW: Customer response Letter Re:MINI Cooper VIN#

Claude,

Customer stated no follow up from Crevier (see below)

Sal

STo: Talarico Sal, V4-US-A-52 Subject: RE: Letter Re:MINI Cooper VIN

Hello Sal,









Email To:

Activity Description: lled to advise she sent e-mail and dealer had not called. Is willing to work with us and greatful for the contact. Cell number

Emal From:





Email To:

Activity Description: E-mail to AMM requesting dealer interaction

Emal From:





From: Talarico Sal, V4-US-A-52 Sent: Thursday, January 25, 2007 11:16 AM To: Bruni Claude

Claude,

Shall I contact someone at Crevier or will you? Customer expecting response from them as promised.

Please advise or call to discuss. Thanks, Sal

-------------------------------------------------------------------------------- From: Talarico Sal, V4-US-A-52 Sent: Friday, January 19, 2007 4:13 PM To: Bruni Claude, V4-US-V-3-M Subject: 1/19/07 FW: Customer response Letter Re:MINI Cooper VIN

Claude,

Customer stated no follow up from Crevier (see below)

Sal

STo: Talarico Sal, V4-US-A-52 Subject: RE: Letter Re:MINI Cooper VIN

Hello Sal,






Email To:

Activity Description: Cc of e-mail string from AMM to Dealer

Emal From:





From: Bruni Claude, V4-US-V-3-M Sent: Friday, January 26, 2007 10:35 PM To: Ben Alexander Cc: [email protected]; Talarico Sal, V4-US-A-52; [email protected]; [email protected] Subject: RE: Dissatisfaction with this vehicle and your dealership Importance: High

Ben,

Have you read the letter?? Yes she has had the car serviced at Irvine but she has issues with Crevier that can be addressed individually.

example...

Wiper blades- Natural rubber that get hardened by the sun (not number of rain uses) Explain battery campaign... Clear up service related mis-understandings

Please let me know when you touch base with her.

Thank you, Claude Bruni Area Manager- MINI MINI division of BMW of North America, LLC Voice Mail: (800) 626 2478 x6231 Mobile: (818) 307 3039

-------------------------------------------------------------------------------- From: Ben Alexander [mailto:[email protected]] Sent: Friday, January 26, 2007 4:31 PM To: Bruni Claude, V4-US-V-3-M Subject: RE: Dissatisfaction with this vehicle and your dealership

Claude,

Here numbers are all disconnected…. I sent and Email and am awaiting her response. Her issues with the car stem from visits at Irvine, I don’t know what I can do for her. Even though she states she loves them she has only been in one other time with us for maintenance. Have read the letter?

Ben

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

From: [email protected] [mailto:[email protected]] Sent: Thursday, January 25, 2007 8:50 PM To: Ben Alexander Cc: Peter Maldonado Subject: RE: Dissatisfaction with this vehicle and your ...




... dealership

Hi Ben,

Has this customer been contacted?

Please advise ASAP!

Thank you,

Claude Bruni Area Manager- MINI MINI division of BMW of North America, LLC Voice Mail: (800) 626 2478 x6231 Mobile: (818) 307 3039

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

From: Peter Maldonado [mailto:[email protected]] Sent: Monday, January 08, 2007 12:46 PM To: Ben Alexander Cc: Bruni Claude, V4-US-V-3-M Subject: FW: Dissatisfaction with this vehicle and your dealership Importance: High

Hello Ben,

I am not sure if you have received a copy of this as well…if not, here it is. I just sent her back an e-mail stating that we would be in contact. Would you like to call her first or shall I???

Peter

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

From: Sent: Monday, January 08, 2007 12:02 PM To: ...

...




... Cc Subject: Dissatisfaction with this vehicle and your dealership Importance: High

Mr.

I’m writing because of the extreme dissatisfaction I am experiencing with the Mini Cooper I purchased from Christian Banks at Crevier Mini in late 2004, not only have I had several issues

with this vehicle but the service I have received and lack of concern from your technicians is completely unacceptable.

Although my problems began shortly after having purchased the vehicle, what took place in the last three months have really taken me over the edge. Particularly last week when I almost got into a car accident exiting the freeway because my steering wheel would not turn either way; if I had been going any faster I would have driven straight into a light pole. Every turn thereafter leading up to my home was a struggle.

Upon arriving home I immediately called Crevier Mini in an attempt to speak to a technician and find out what could possibly be happening to my car and what I should do about it. On the other end of the line I was greeted by someone named “Yasmeen” who was completely rude, unhelpful and lacked a huge sensitivity, when I shared my problem with her she went on to tell me it would be too hard to get a technician on the line and all she could do was leave a message for someone –but could not guarantee that I would receive a phone call (which I never did), she added that if “I wanted” I could make an appointment to bring my car into the dealership. That I already knew, what I didn’t know is if my vehicle was safe to be put on the road. I also knew that there had to be someone who could tell me what I should do, so I went on to call Irvine BMW (where I had the vehicle serviced several times), a friendly receptionist answered the phone and told me I should not drive the car, instead I should call the roadside assistance and get it tolled to the dealership where the vehicle was purchased, and find out what kind of policy they have for loaners.

The next morning at the dealership while speaking with the assigned service rep “Aldo” I expressed my concern with the safety of the vehicle, I told Aldo I did not feel safe driving this car because of all these problems I have had with it. I also let him know how disappointed I was with this purchase, not only from a financial standpoint but also for safety issues. I let him know I felt I spent a lot more time making trips to the dealership than I felt I should; specially considering this is practically a new car and I take very good care of it. Since my warranty is close to expiration I asked him for a through inspection and he said although the car was not due for an inspection (according to the key reading) he would have the technicians perform one anyway.

In the afternoon I receive a call from Aldo who tells me there is another recall on the battery (second time in the last year), my brakes are getting done again (second time in less than three months), and power steering pump is broken and will be replaced. I realize I am not a mechanic, but it seems odd to me that the power steering pump would brake on a two year old car; so once again I expressed my concern with this and Aldo tells me it is a normal occurrence for power steering pumps to brake on BMW’s and Mini Coopers every two to three years. This is astounding to me because when I made the decision to purchase a new vehicle I wasn’t expecting to pour money into it every two years, my last vehicle (Toyota Celica) that cost a lot less than the Mini was driven for 11 years, it had 180.000 miles when I sold it and all I ever had to do was the usual oil change, brake job and service every 50.000 miles. That’s what I expect when I purchase a new vehicle, furthermore there is something called a disclaimer law; shouldn’t someone have told ...

...




... me that the power steering pump would brake every two years? Shouldn’t someone have told me I would be wasting my time and money and making constant trips to the dealership for a brand new vehicle?

Less than two hours later I received a call from Aldo letting me know my car was ready, he said he had an inspection performed on my vehicle and there was nothing else wrong with it. When I picked up the vehicle later that afternoon, Aldo was gone but I spoke with another service rep who was standing at the cashier desk, that confirmed the power steering on BMW’s and Mini’s brake every three years but he thought it was odd that mine broke within two years, but not to worry because the part was replaced and there is a two year warranty on this. NOT TO WORRY? I was extremely close to getting into an accident, hurting myself and possibly other innocent people because apparently this is normal on a Mini Cooper and the dealership did me a huge favor by replacing the part. I also asked him if he could tell whether there was an inspection done (as Aldo promised) and he went on to say “yeah every vehicle gets a final inspection.” Is this the same inspection that missed the chrome plastic that is peeling off the glove compartment latch?

Is this the same final inspection the vehicle was given less than three months ago when I took it in for an oil change and brake job and when I picked up my car before even driving off the lot realized my brakes were never done? Was that the same inspection that completely missed a service that I specifically took my vehicle in for? If so, this inspection is worthless.

Lets backtrack a little because that day was another joke altogether, Aldo wouldn’t even see me when I realized my brakes weren’t done at the time when I picked up the vehicle, I was passed over to Chris, who was actually very apologetic and helpful; the only person I have dealt with at your dealership who had a clue as to what costumer service is.

It’s extremely disappointing to me that I am talked to like an idiot because I am a female don’t understand the mechanics of a vehicle, one thing is certain –I don’t need to be a mechanic to know that every time I drive this vehicle I feel unsafe and nervous that I will be stranded somewhere because something might “routinely” brake, I also don’t need to be a mechanic to know there is constant repair needed on the vehicle every few months.

Other problems I have had with the vehicle:

The windows rattle when rolled up and down, this started happening shortly after the purchase when the vehicle had only 13.000 miles, the technician of course told me he took apart the window and there was nothing wrong with it, and it is not uncommon this would happen on new cars because it’s still “breaking in.” Interestingly I have owned other new cars and this has not been common, needless to say this is still happening with the window and it has never been fixed, is it still “breaking in?” Is this acceptable by BMW standards?

Within six months of vehicle purchase my battery died twice, I thought I had left the headlights on overnight, however another few months went by and I literally had to get my car jump started during an entire weekend and had the battery replaced on the following week, two months later I receive a letter from BMW stating the ba

...





DoneDealer InteractionTalarico, Sal1/30/2007 02:44PMTalarico, Sal


Email To:

Activity Description: E-mail follow up to Ben at Crevier. Assigned SR to dealer

Emal From:

Note Created: 1/30/2007 02:45PM Note Type: Dealer InteractionNote Created By: Talarico, Sal

From: Talarico Sal, V4-US-A-52 Sent: Tuesday, January 30, 2007 2:44 PM To: 'Ben Alexander' Cc: '[email protected]'; '[email protected]'; '[email protected]'; Bruni Claude, V4-US-V-3-M Subject: RE: Dissatisfaction with this vehicle and your dealership

Hi Ben,

Hope all is well... Please confirm to me by e-mail the results of your contact with Ms We have an open file concerning her complaints. We hope you canout with customer soon. Please contact me if I can be of any assistance. I have also assigned this case to your dealership in DCS.

Regards, Sal


DoneDealer InteractionTalarico, Sal1/31/2007 08:38AMTalarico, Sal


Email To:

Activity Description: Dealer e-mail response

Emal From:

Note Created: 1/31/2007 08:39AM Note Type: Dealer InteractionNote Created By: Talarico, Sal

From: Ben Alexander [mailto:[email protected]] Sent: Tuesday, January 30, 2007 6:44 PM To: Talarico Sal, V4-US-A-52 Subject: RE: Dissatisfaction with this vehicle and your dealership

Sal,

Both of her phone numbers in our system have been disconnected so I sent her an Email, as of this date she has not responded.

Ben




Email To:

Activity Description: Forwarded cust contact info to Ben at Crevier

Emal From:





From: Talarico Sal, V4-US-A-52 Sent: Wednesday, January 31, 2007 8:43 AM To: 'Ben Alexander' Cc: Bruni Claude, V4-US-V-3-M Subject: RE: Dissatisfaction with this vehicle and your dealership

Ben,

Here is the contact information from her letter. I have been able to reach her at the work number.

I hope this helps. Please advise of the outcome. Thanks, Sal


DoneGeneralNET, DCS2/2/2007 11:09AMNET, DCS


Email To:

Activity Description: Dealer Created Activity

Emal From:

Note Created: 2/2/2007 11:09AM Note Type: Dealer InteractionNote Created By: NET, DCS

Viewed Service Request information: Dealer 04552 on Fri Feb 02 11:09:43 EST 2007




Email To:

Activity Description: Follow up e-mail to Ben Alexander

Emal From:


From: Talarico Sal, V4-US-A-52 Sent: Thursday, February 08, 2007 8:56 AM To: 'Ben Alexander' Cc: Bruni Claude, V4-US-V-3-M Subject: RE: Dissatisfaction with this vehicle and your dealership Importance: High

Hi Ben,

Hope all is well. Were you able to speak with Ms Please advise me of outcome by Friday if possible. I will be in Pheonix all next week.

Thanks, Sal







Email To:

Activity Description: Dealer response

Emal From:


From: Ben Alexander [mailto:[email protected]] Sent: Thursday, February 08, 2007 7:20 PM To: Talarico Sal, V4-US-A-52 Cc: Bruni Claude, V4-US-V-3-M Subject: FW: Dissatisfaction with this vehicle and your dealership

Sal,

I called again and left a voicemail at her work. As soon as she returns my call we will straighten this all out!

Ben




Email To:

Activity Description: Met with Ben while in Scottsdale. He will call customer as soon as he returns on 2/16/07

Emal From:





Email To:

Activity Description: Follow up call to Ben. Left VMessage asking if contacted cust and requested callback gave direct tel#

Emal From:





Email To:

Activity Description: Case Note update. Ben called and requested customer contact info again because he mis-placed it. I advised AMM that the dealer hasnot contacted cust.

Emal From:








Email To:

Activity Description: Forwarded cust contact info to Ben via e-mail

Emal From:


From: Talarico Sal, V4-US-A-52 Sent: Thursday, February 22, 2007 9:49 AM

- contact information Importance: High

Hi Ben,

I am forwarding customer contact info as requested. (below) We closed early yesterday due to a power outage and Claude may have sent this for me but I wanted to respond as well.

Please advise me of the outcome. Thanks, Sal

-------------------------------------------------------------------------------- From: Talarico Sal, V4-US-A-52 Sent: Wednesday, January 31, 2007 8:43 AM To: 'Ben Alexander' Cc: Bruni Claude, V4-US-V-3-M Subject: RE: Dissatisfaction with this vehicle and your dealership

Ben,

Here is the contact information from her letter. I have been able to reach her at the work number.

I hope this helps. Please advise of the outcome. Thanks, Sal




Email To:

Activity Description: Follow up with dealer

Emal From:





From: Talarico Sal, V4-US-A-52 Sent: Wednesday, February 28, 2007 9:15 AM To: 'Ben Alexander' Cc: Bruni US-V-3-M Subject: follow up Importance: High

Hi Ben,

Hope all is well. I need to folow up with Ms and wanted to find out how your conversation went befor I call her.

Please advise. Thanks, Sal




Email To:

Activity Description: Dealer response

Emal From:

Note Created: 2/28/2007 01:48PM Note Type: Dealer InteractionNote Created By: Talarico, Sal

From: Ben Alexander [mailto:[email protected]] Sent: Wednesday, February 28, 2007 1:42 PM To: Talarico Sal, V4-US-A-52 Cc: Bruni Cla V-3-M Subject: RE: follow up

Sal,

I just called her again after waiting another couple of days for her return phone call. She answered this time, apologized for not calling us back and we had a good conversation. I spoke with her in depth about her concerns/issues with the car and our service, as well as assuring her if she has any longstanding issues with the car we will be here to support her now that her warranty has expired. All is well and you should not here back from her, I believe she is happy now…

Thanks,

Ben






Vehicle

Code Descriptions

In Service Date:


Sale:Mileage:

2004Cooper

02/29/0402/29/04


Created Solution10/30/2009 wrtr adv cust would have to get diag from auth mini dlrship and spk w/sm in

regards to issue and cb if further issues arise. cust thanekd.

File Name Comments




Source: PhoneClosed10/30/2009 02:54PMTedeschi, HollieTedeschi, Hollie10/30/2009 02:56PM

10/30/2009 02:56PM

cci sttd issue diag by 3rd party to be power steer pump fail. no mileage

Tedeschi, Hollie



Miami Beach, FL

SR Code SR Code Desc Main Group Defect Code Defect Code DescSL03 OVERALL QUALITY STEERING UNIT COMPONENTS 3233 STEERING UNIT COMPONENTS - STEERING WHEEL





DoneCustomer InteractionTedeschi, Hollie10/30/2009 02:56PMTedeschi, Hollie

Activity Updated: 10/30/2009 02:56PMActivity Updated By: Tedeschi, Hollie

Email To:

Activity Description: cci sttd issue diag by 3rd party to be power steer pump fail. no mileage

Emal From:







Vehicle

Code Descriptions

In Service Date:


Sale:Mileage:

2004Cooper80,92711/29/0311/29/03


Created Solution5/26/2010 Wtr adv after diag at Rasumussen MINI to contact CR with update to proceed

with request to have veh fixed. Wtr adv no guarantee for assistance.6/4/2010 Wtr lm on vm for cust sttg that wtr spk to Rasmussen MINI SM and they will

cover replacement 100% for cust. Wtr adv cust will be contacted today by Rasmussen MINI to setup a service appointment.

6/4/2010 Rasmussen MINI SM sttd they will cover replacement for power steering 100% for customer. Cust has appointment for service next week. Wtr sttd ok. CLOSED PENDING CB>

File Name Comments




Source: PhoneClosed5/26/2010 04:15PMSilva, AnitaSilva, Anita5/26/2010 04:17PMRasmussen MINIRasmussen MINI

6/4/2010 06:38PM

Power steering complaintSilva, Anita



Portland, OR

SR Code SR Code Desc Main Group Defect Code Defect Code DescSV06 TECHNICAL ASSISTANCE / INFORMATION STEERING UNIT COMPONENTS 3241 STEERING UNIT COMPONENTS - HYDRAULICS - PUMP, HOSSV06 TECHNICAL ASSISTANCE / INFORMATION STEERING UNIT COMPONENTS 3233 STEERING UNIT COMPONENTS - STEERING WHEELSV06 TECHNICAL ASSISTANCE / INFORMATION STEERING UNIT COMPONENTS 3233 STEERING UNIT COMPONENTS - STEERING WHEEL





DoneCustomer InteractionSilva, Anita5/26/2010 04:17PMSilva, Anita

Activity Updated: 5/26/2010 04:18PMActivity Updated By: Silva, Anita

Email To:

Activity Description: CCI about Power steering problem again. Cust stts will take veh to Rasmussen MINI for diag. Wtr adv after diag to contact CR with update.

Emal From:





Email To:

Activity Description: CCI lm on wtr vm at 3:38pm 6/2 sttg spent the alst 3 hours at dlr. Cust stts that veh has short in power steering pump and prob persisting.

Emal From:

Note Created: 6/2/2010 08:12PM Note Type: Customer InteractionNote Created By: Silva, Anita

Cust stts paid $55 for diag and $612.56 quoted for repair. cust req Cb.




Email To:

Activity Description: CCI lm on vm for wtr @ 8:23pm 6/3 sttg that took veh to Rasmussen MINI and paid $55. Cust stts that needs power steering replaced. Req CB.

Emal From:



DoneDealer InteractionSilva, Anita6/4/2010 02:05PMSilva, Anita


Email To:

Activity Description: Wtr called Rasmussen MINI (503) 946-6464 for diag update from Srvc Mgr Bob Wells.

Emal From:

Note Created: 6/4/2010 02:06PM Note Type: Dealer InteractionNote Created By: Silva, Anita

81k miles

Bob stts that veh needs new power steering pump.

Bob stts @ 76k 10/09 cust had intermittent power steering complaint to Rasmussen MINI

Bob stts Asst SrvcMgr offered cust 50% for cost of replacement of power steering.

Bob states that Client Advisor made a note that cust sttd that if she had to pay for this replacement that she would take the veh somewhere else for service.

Bob sttd will speak with ASrvcMgr Jeff White about case and CB wtr within 15 min. Wtr sttd ok.





DoneDealer InteractionSilva, Anita6/4/2010 02:21PMSilva, Anita


Email To:

Activity Description: Bob spk to Jeff White and they both stated that they will cover the cost 100% for the cust for the power steering replacement. Bob sttd that a rep

Emal From:

Note Created: 6/4/2010 02:24PM Note Type: Dealer InteractionNote Created By: Silva, Anita

contact cust today to set up a srvc appt to have veh brought in for repair. Wtr sttd ok and will contact cust with update that assistance will be offered. Bob sttd ok.




Email To:

Activity Description: Wtr lm on vm for cust sttg that wtr spk to Rasmussen MINI SM and they will cover replacement 100% for cust. Wtr adv cust will be contacted today by

Emal From:


Rasmussen MINI to schedule a service appointment. Wtr adv cust to CB if needed.


DoneCustomer InteractionRivera, David6/4/2010 05:55PMRivera, David

Activity Updated: 6/4/2010 05:55PMActivity Updated By: Rivera, David

Email To:

Activity Description: Cust called on open SR with Anita, wrtr routed cust to vmail and emailed anita on issue.

Emal From:





Email To:

Activity Description: Wtr CB cust. Cust stts made an appointment for next week to have veh srvcd. Cust stts thank you. Cust stts that taking veh to Rasmussen

Emal From:


MINI because it is so convenience. Cust stts that that she feels that communication could be better on what customers need to bring in or if the wait is going to be long. Cust feels that survey questions that are given are not the best questions. Wtr adv will document the concern. Cust sttd will cb if any other issues. Cust sttd thank you for assistance.

PE10-038

BMW

12-14-2010

BMW

Attachment

(FR- )

BMW of North America, LLC Internal Field Report

FSE Name Cram Market/Region Western Center Name Crevier BMW Inspection Date 12/9/08

Inspection Location Crevier BMW (Wilshire Facility)

City, State Santa Ana, CA

Customer Name Customer Address City, State VIN/Chassis

Model & Mileage MINI Cooper / 29871

Production Date 2/05

Nature of Complaint: Customer questions why vehicle caught fire. Root Cause: Not yet determined. Diagnostic Path: I inspected the subject vehicle at Crevier BMW in Santa Ana, CA on December 9th

, 2008. The inspection was performed in their Wilshire satellite facility with a shop hoist used to assist with the inspection. I identified the subject vehicle by the B-pillar VIN placard, photos 0001-0002. Photos 0003-0008 show the exterior of the vehicle.

Photos 0009-0012 show the engine compartment. The area is covered with a dusting of fire extinguisher material. Photos 0013-0018 show the undercarriage of the vehicle. The right steering rack boot has been thermally damaged. The right rear wheel well has been melted. Photos 0019-0020 show damage to the power steering fan and pump mounting. The fan has been impacted upward and the sub frame shows signs of impact damage in the area. Photo 0021 shows the fuel purge lines on the right side frame rail. The lines appear melted. Photos 0022 shows the engine compartment mounted fuse holder. The fuse box was removed to access the fusible links located on the underside of the carrier. Testing of the fusible links found them to be intact. Photos 0023-0025 show the right rear of the engine. The purge lines, polymer coverings and firewall insulation show signs of thermal damage. Photos 0026-0029 show the engine oil, coolant reservoir and power steering reservoir. I found these fluids to be within operating range. Photos 0030-0031 show the power steering fan and pump. The fan was removed to check for damaged wiring. Photos 0001a-0004a show the fan removed. The harness on the fan pigtail shows damage where it was pushed into the sub frame. I cut open the harness sheath and found the wiring had been compressed, but it appears that the insulation was not compromised. Photo 0032 shows the damaged right side steering rack boot. Photos 0033-0034 show the steering pump. The wiring at the power steering and the rear of the engine appears heat damaged but I could find no signs of shorting. The vehicle was able to start with a jump box applied. During the time that the vehicle was run there was no power steering, fuel, coolant, or any noticeable leaks observed. With the engine at idle a large manifold vacuum leak was observed and located. The leak was coming from the rubber crankcase vent hose from the manifold to the top of the valve cover, photos 0035-0037

BMW of North America, LLC Internal Field Report

Photos 0038-0039 show the instrument and additional cluster in a Key-on / Engine-off condition. Photos 0040-0041 show the instrument and additional cluster in a Key-on / Engine-running condition; the EML and Service Engine Soon light were continually illuminated. Photos 0042-0045 show the interior of the vehicle. No thermal damage was noticed at the interior. The gearshift bezel was removed prior to the inspection; the gearshift cables appear melted and stuck in Neutral. I attached my laptop for interrogation of the vehicle diagnostics. I found faults in the DME for an intake air leak and O2 sensor heating. I also found faults in the EPS (electric power steering) system for over temperature or bad temp signal, see attached. Repair: Not yet determined.

Attachments: Photos 0001-0045, 001a-004a, Inpa screenshots.

PE10-038

BMW

12-14-2010

BMW

Attachment

(FR- )

FR ID: 1275934339436

Date: Tue Oct 19 09:36:02 EDT 2010

BMW of North America, LLCInternal Field Report

FSE Name: ANDREW STANTON Customer Name:

Market: 28 Customer Address:

Region: A City: PENSACOLA

Center Name : MINI OF PENSACOLA State: FL

Inspection Date: 06/02/2010 Chassis:

Inspection Location: 186A W AIRPORT BLVD Model Year: 2004

City: PENSACOLA 32505 Model: COOPER

State: FL Production Date: 09/2003

Attachment: Yes Mileage: 79148

Defect Code: 3241

Nature of Complaint:

CUSTOMER STATES BURNING SMELL, SMOKE FROM UNDER THE HOOD AND STIFF STEERING

Root Cause:

UNKNOWN

Diagnostic Path:

VISUAL INSPECTION OF POWER STEERING MOTOR AND CONNECTION

Recommended Repair Solution:

REPLACE POWER STEERING ELECTRIC MOTOR AND REPAIR WIRING

PE10-038

BMW

12-14-2010

BMW

Attachment

(LL- )

PE10-038

BMW

12-14-2010

BMW

Attachment

(LL )

PE10-038

BMW

12-14-2010

BMW

Attachment

(LL- )

pe10-038 bmw 12-14-2010 bmw attachment - nhtsa

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