I don't know why this is happening to you, but when my cluster went dead on some pixels. I emailed Leonora, I didn't get any answer untill I emailed her a second time. Then after about a week, I got a phone call from some other guy, don't remember his name, but he was very helpful, he explained that he will have to see if BMW NA will cover this or come to an agreement of how much labor and parts they will pay for. Sure enough, he called me back after two days and they covered 70% of the total bill. I only had to pay 210 dollars for labor and parts. So I'd maybe keep emailing Leonora, and maybe someone will respond to your situation. Good Luck