NASTF Information Requests

Tracking: 323 Status: Closed
State: CA Name: Brad
Category of Request: Website Navigation/Administration Manufacturer: BMW ALL

Have you checked the OEM website?
Description of Repair unable to perform
Lack of repair or technical information in a timely manner.
Description of Information not available
I have been working exclusively on BMW`s for over 25 years, both at the the dealer level & independantly for 14 years. I have had a subscription to the BMWTIS website for @ 7 to 8 years, this had been my sole source of information for repairing BMW`s. As I`m sure you are aware of, BMW just recently changed there website to what they call a 3G system. The problem is: 1. It was very difficult and time consuming initially setting up the computer to work with their new system to access almost any information. 2. When using the ISTA Light portion of the website, for repair manual info, wiring diagrams, & when looking up suggested labor times, can take several minutes to after @ 10 to 15 minutes I just give up. This is to find out only 1 bit of information, if you are trying to research several issues on a car it is unworkable. I have had to get & pay for another outside information source at additional cost to save time on each repair. I use a aftermarket scan tool, so I am not having the issues that others are reporting regarding taking hours just to identify a car, this is the start of a diagnostic plan for that car, this whole issue is unacceptable. The older 2G system was just acceptable, now BMW has elminated it & is only offering the 3G system. In the interest of trying to offer a timely repair to customers for their cars, this new system is virtually unworkable. I will say that the training manuals, OBD 2 information, service bulletins, operating fluids & information for older cars is readily available on the website, just a few clicks away, as it ALL should be. I am thankful for what is available in a timely matter, but since 95% of what I need is relatively newer cars BMW has either intentially or thru web technology that was not properly tested has shut us out from a time vs. cost factor. I will not be renewing my subscription with BMW if this continues. Unfortanately, I have also found that the outside information suppliers (Alldata, Mitchell 1, etc) have holes in the information they provide. Hence the reason I have been using the BMW website for all these years.
Description of steps taken to obtain information (help/contact function on website, websites, etc.)
Had numerous e-mails back & forth to initially set-up computer this took @ 8 to 10 hours to accomplish, BMW has since made available better information to accomplish this process, I have set up several computer recently & the process is much better.
Other Comments or Concerns
I`m hoping that by working with BMW that these issues can be resolved to the benefit of everyone. I understand that the dealers here in the U.S. have been having problems for some time. Time is money, customers could care less why there car isn`t fixed, they don`t want excuses, even if it`s not directly are fault. I belong to a Independant BMW technical information group,, we are all having the same issues, there is over 200 shop owners in this group. Thank you for your help & consideration in this matter.
Mary Hutchinson - 7/23/2010
BMW has responded to this same issue several times already. Please see responses to request numbers 316, 317, 319 and 321, as well as continuing responses to #299 for additional information
Mary Hutchinson - 11/18/2010
See subcommittee response (final note) in Information Request number 299 for details on the results of NASTF Service Information Committee subcommittee review of this issue.