Dealer will not update software under warranty

UAgeek71 · 10-19-2012, 05:13 PM

Getting the run around from my dealer, and thought I would seek advice here.

2011 335ci with connected drive, bluetooth, nav, apps, . Having a bluetooth issue with delayed or no connection on several versions of iphone (3gs, 4 and now 5). Attempted the latest update UDP1005 but it failed.

Dealer says there is a connected drive update, but is refusing to update software under warranty, because they claim my phone carrier, which runs on T-mobile US is not supported. Phone hardware is factory unlocked by apple - not hacked, and the carrier is not the problem, bluetooth is. I could see if it were one phone, but 3 different models... I had a friend with an iPhone 4s on Verizon try, and had the same results, so that rules out the carrier. I am looking to self test with a different phone (droid) or something else to fully prove the bluetooth is broken, but haven't yet had a chance.

Even so, I have no idea why my dealer is giving me such a hassle...

Any thoughts? I am guessing that I will have to go to a different dealer but has anyone heard of this before??

Tag · 10-19-2012, 08:05 PM

How did the update fail when you did it yourself?

UAgeek71 · 10-20-2012, 12:54 PM

Going into the menu, hit update software, it scans the USB (FAT 32, with the BIN file only in main directory, stick formatted and scanned for viruses before copying file), Update starts, then the entire gui and menu hangs. Entire connected drive freezes - no function at all.

Power off the car and re-power to get the menu to work.

Tried a different memory stick, same thing.

Left it process in the car for 3 hours (in case I was being too impatient). Same drill - Entire system hangs, and has no functionality.

Something - I am certain - is wrong with the system - which is why I went to the dealer, and the place I purchased the car is refusing to update, or even look at the error because the phone "carrier" is not supported.

Thinking of going to get an ATT pre-paid sim, pay for a month, and bring it in - just to prove a point, but I decided it best to go to the dealer on the other side of town - Appointment on Monday waiting to see what they say.

Tag · 10-20-2012, 01:04 PM

Yeah, something is wrong with your system but I think you should phrase your complaint differently. You should say something is wrong with the NAV and don't mention your phone. Tell them what you just said, that it will not update and the system hangs and you want the NAV issue fixed. The update is just for phone/multimedia but your underlying issue is the brains of the NAV system itself. Also, mention if they don't address you will be forced to put in a complaint with BMW NA. Also, you can take it to another dealer and start over. You can also say you're 'planning' on getting a new phone and were prepping your system for it too.

The fact that they disavowed any responsibility to even look into your issue is BS IMO. Just on principal I would put in a complaint and go to another dealer. But, that's just me.

10-19-2012, 05:13 PM	#1
UAgeek71 New Member 0 Rep 11 Posts Drives: 2011 E93 335 Join Date: Apr 2010 Location: Minneapolis iTrader: (0) Garage List 2011 335i Convertible [0.00]	Dealer will not update software under warranty Getting the run around from my dealer, and thought I would seek advice here. 2011 335ci with connected drive, bluetooth, nav, apps, . Having a bluetooth issue with delayed or no connection on several versions of iphone (3gs, 4 and now 5). Attempted the latest update UDP1005 but it failed. Dealer says there is a connected drive update, but is refusing to update software under warranty, because they claim my phone carrier, which runs on T-mobile US is not supported. Phone hardware is factory unlocked by apple - not hacked, and the carrier is not the problem, bluetooth is. I could see if it were one phone, but 3 different models... I had a friend with an iPhone 4s on Verizon try, and had the same results, so that rules out the carrier. I am looking to self test with a different phone (droid) or something else to fully prove the bluetooth is broken, but haven't yet had a chance. Even so, I have no idea why my dealer is giving me such a hassle... Any thoughts? I am guessing that I will have to go to a different dealer but has anyone heard of this before??
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10-19-2012, 08:05 PM	#2
Tag this is the way 20043 Rep 8,956 Posts Drives: N-1 starfighter Join Date: Jan 2007 Location: Chicago iTrader: (3)	How did the update fail when you did it yourself?
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10-20-2012, 12:54 PM	#3
UAgeek71 New Member 0 Rep 11 Posts Drives: 2011 E93 335 Join Date: Apr 2010 Location: Minneapolis iTrader: (0) Garage List 2011 335i Convertible [0.00]	Going into the menu, hit update software, it scans the USB (FAT 32, with the BIN file only in main directory, stick formatted and scanned for viruses before copying file), Update starts, then the entire gui and menu hangs. Entire connected drive freezes - no function at all. Power off the car and re-power to get the menu to work. Tried a different memory stick, same thing. Left it process in the car for 3 hours (in case I was being too impatient). Same drill - Entire system hangs, and has no functionality. Something - I am certain - is wrong with the system - which is why I went to the dealer, and the place I purchased the car is refusing to update, or even look at the error because the phone "carrier" is not supported. Thinking of going to get an ATT pre-paid sim, pay for a month, and bring it in - just to prove a point, but I decided it best to go to the dealer on the other side of town - Appointment on Monday waiting to see what they say.
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10-20-2012, 01:04 PM	#4
Tag this is the way 20043 Rep 8,956 Posts Drives: N-1 starfighter Join Date: Jan 2007 Location: Chicago iTrader: (3)	Yeah, something is wrong with your system but I think you should phrase your complaint differently. You should say something is wrong with the NAV and don't mention your phone. Tell them what you just said, that it will not update and the system hangs and you want the NAV issue fixed. The update is just for phone/multimedia but your underlying issue is the brains of the NAV system itself. Also, mention if they don't address you will be forced to put in a complaint with BMW NA. Also, you can take it to another dealer and start over. You can also say you're 'planning' on getting a new phone and were prepping your system for it too. The fact that they disavowed any responsibility to even look into your issue is BS IMO. Just on principal I would put in a complaint and go to another dealer. But, that's just me.
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