I will also add that this knowledge can help out with your SA relationship in the future- if you know that BMWNA is the one controlling the issue, be it a repair or a request for goodwill, you might not beat up on the SA if he is having difficulty. Or if there are delays with getting a PUMA case resolved, it isn't the dealers fault.... so beating them up, threatening, etc, just demotivates the SA.

If the SA knows that YOU know the drill- that if THEY do their job quickly, fairly, properly, THEY will be treated well, they will be more likely to help you. This also means they are more likely to go to bat for you against BMWNA if needed....

Just rambling thoughts

A