If the "right support engineer" is Zoltan, hang up the phone and go smack your forehead for a half-hour instead. Hurts less.

Best Buy doesn't turn these things very often, and their HW and SW is old. I had this exact problem with a BB-sourced Icelink on a Sony HU - would not access the menu. I don't think it was the BMW item specifically. I'd see about getting another one, but first I'd try disconnecting it and reconnecting it to see if it cares.

That micro is a little glitchy.