While I can CERTAINLY accept all you say Penguin (having worked in large corporate environments), in this particular case my sister worked as Assistant Manager of the Service department at a BMW dealership for 2 years prior to working for corporate. Granted, that dealership could have been an exception but if BMW corporate isn't aware of these dealership practices, and taking steps to rectify... I would be very surprised in corporate does not have people monitoring these forums to monitor customers' points of view. if they aren't, it would be another HUGE mistake. I know if I were an exec at corporate, I would be monitoring these forums!

PS. It has been about 8 years (+) since my sister stopped working at BMW. Things change.