NASTF Information Requests

Tracking: 10 Status: Closed
State: IN Name: Randy
Category of Request: Website Navigation/Administration Manufacturer: BMW

Inquiry
Have you checked the OEM website?
No
Description of Repair unable to perform
Function of the Pass Through tool via their own website
Description of Information not available
Description of steps taken to obtain information (help/contact function on website, websites, etc.)
We have subscribed to the site, bought the listed Pass-Thru tool, bought a stand alone laptop, downloaded all of the drivers from their website (and the maker of the tool), studied their information regarding operating the On line diagnostic tool, bought a 24 hr block without success, hired an outside professional IT guy (owner of the company 25 years in the business), bought two more 24 hr blocks without success. Asked for help from Dave Scaler at MEA since he was the one who told me this would work, went line by line, setting by setting with his pc versus mine, found the site did not work with his pc now (even though it had worked in the past). I submitted a help request using the form on their website on Feb 1. Dave Scaler also sent an e-mail to his contact at BMWNA. I received a short e-mail from BMWNA today saying that maybe I had not installed Java on my pc! That is a slap in the face IMO. They included another form that I will fill out and send back. We have spent thousands of dollars so far without success. I asked for a phone number of someone that could help and have not heard back from them.
Other Comments or Concerns
Notes
Bill Haas - 2/10/2005 5:20:17 PM
Thank you for contacting BMW using the NASTF service information inquiry process. As explained in your correspondence, you are having difficulty with your pass through tool and/or our website. It appears as though your first communication to BMW was an email to BMW AG in Germany. Perhaps BMW AG is also the source of the first form you mention. Pass-Through Tool (PTT) programming and service information for independents are market specific tools/processes. We have a "contact us" link on the home page of our website to put you in touch with BMW of North America (we do not offer telephone assistance). According to our records you subscribed to this site on January 25th for 1 day. You then asked Mr. Scaler to email BMWNA (but not the website link) on February 3rd and received a reply from BMWNA the next day. This reply suggested a possible solution, but also asked you to fill out a questionnaire so that we could better guide you. This is our normal approach to offering our users the most effective and timely problem resolution. It appears that you found other channels to try and reach us. We're sorry if there was confusion about this. The problem you are having can be affected by many variables: PC, software version, Java version, internet version, internet connection speed, battery charger/voltage fluctuations, pass through tool manufacturer and software version...just to name a few. We look forward to reviewing the information you provide via the questionnaire and continuing to do our best to assist you. Sincerely, BMW of North America, LLC Technical Service
Bill Haas - 5/9/2005 1:47:55 PM
The information BMW requested was provided on the questionaire on Feb. 8. The problem was identified as multiple versions of JAVA blocking communication. It should be noted that this complaint was not a "information gap" problem. This was a case where an individual wanted to use the optional BMW on-line diagnostics and reprogramming features and needed guidance with a configuration issue on his PC. The issue was identified and corrected on Feb. 9 as confirmed by the user.
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