So i just called BMWNA and they said there is no such regional rep that interfaces with customers. They said there is a regional engineer that the dealership can call if they feel they need help. She is making a call to the dealership to see if this will help resolve the problem. We'll see what happens.

Escalate it. Start raising heck....Tell her that you no longer want to use that dealership. Tell her that BMW has a legal responsibly under the terms of the warranty, and you will only speak with BMWNA about how THEY will fix your problem.... Explain that you will give them another chance prior to contacting a lawyer for a lemon claim...

Yes, they don't want to have you talking to the rep...but if you jsut say "oh, ok...let me know what they say" you will get steamrolled. Stand up and assert yourself.

yes it's a regional tech and they interface with the shop foreman and service manager at the dealership just like my original post. For the dealer to engage the regional tech, they have to

1) go through the required diagnostics as per procedures established.
2) unable to resolve issue
3) open a PUMA case

Michelle or couple of the other folks here who work for dealers should be able to tell you more.