2008 BMW 5 SERIES Service and warranty information

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Customer Assistance Information
Your satisfaction with our product and the ser-
vices provided by authorized BMW centers is of
great importance to us. We take pride in our
product, as does the BMW center who services
it. If you should ever have a question regarding
your BMW centers service or your BMW’s per-
formance, we recommend that you contact your
authorized BMW center. Should you travel to an
unfamiliar area, the BMW center directory pro-
vided at the time of delivery will help you locate
the nearest authorized BMW center. The centers
listed are equipped to help you with matters
related to your BMW vehicle.
When contacting an authorized BMW center, we
suggest that depending upon the nature of your
contact, you discuss it with either the Sales,
Service, or Parts Manager.
As all matters are resolved at the BMW center
level, it is important that they be given the
opportunity to provide a solution. Should you
feel that you were not provided with the proper
response, we urge you to contact the General
Manager or BMW Center Operator.
Despite the best intentions of all parties, a mis-
understanding may occur between you and your
BMW center. Should this occur and you require
further assistance, please contact the BMW NA
Customer Relations Department at 1 800 831-
1117 or through our website @
www.bmwusa.com. When contacting us, we ask
that you provide the following information:
1. Your name, address and telephone number.
2. Vehicle Identification Number (last seven digits).
3. Vehicles delivery date.
4. Vehicle mileage.
5. Selling BMW center’s name.
6. Servicing BMW center’s name.
7. Description of the problem.
A BMW NA Customer Relations Representative
will carefully review all the facts involved and let
you know what further action will be taken in
conjunction with your BMW center. Please remember: the first step in resolving a complaint
is to contact the authorized BMW center that
performed the work on your vehicle. They have
the necessary equipment and the personnel to
achieve this goal.
We are confident that every effort will be made
to ensure your satisfaction.
Customer Assistance -
Notification
During a specific period (for example, the earlier
of 12 months or 12,000 miles, though this
period varies by state), some states require us
or our authorized BMW center, to repair in a rea-
sonable number of attempts, any defect or con-
dition which substantially impairs the use, value,
or safety of a new vehicle sold, leased or regis-
tered in that state.
A reasonable number of attempts is generally
defined as (i) four or more attempts to repair the
same defect (the number of attempts vary by
state) or (ii) the vehicle is out of service by rea-
son of one or more repair(s) for more than a
cumulative total of 30 days (this period varies by
state), except for delays created by conditions
beyond our control.
If we are unable to correct a defect or condition
covered by these statutes in a reasonable num-
ber of attempts, we may be obligated either to
replace the vehicle or reimburse the owner/les-
see in an amount equal to the purchase price or
lease payments paid by the owner/lessee, less
the amount directly attributable to use of the
vehicle by the owner/lessee.
YOU SHOULD SEND WRITTEN NOTIFICATION
DIRECTLY TO BMW OF NORTH AMERICA OF
THE EXISTENCE OF AN ALLEGED DEFECT.
SEND WRITTEN COMMUNICATION TO THE
CUSTOMER RELATIONS AND SERVICES
DEPARTMENT ADDRESS LISTED BELOW.
BMW OF NORTH AMERICA, LLC
CUSTOMER RELATIONS AND SERVICES
DEPARTMENT
P.O. BOX 1227
WESTWOOD, NEW JERSEY 07675-1227
Telephone: 1 800 831-1117
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BBB Auto Line
If your concern is still not resolved to your satis-
faction, BMW offers additional assistance
through BBB AUTO LINE in ARKANSAS, CALI-
FORNIA, GEORGIA, IDAHO, IOWA, KENTUCKY,
MARYLAND, MASSACHUSETTS, MINNESOTA,
PENNSYLVANIA, OHIO, and VIRGINIA. BBB
AUTO LINE is a dispute resolution program
administered by the Council of Better Business
Bureaus. BBB AUTO LINE resolves disputes
through mediation or arbitration. Mediation is an
informal proceeding whereby a neutral third
party (mediator) helps the parties to find an
acceptable resolution. Arbitration is also an
informal proceeding in which an impartial third
party renders a decision after a hearing at which
both parties have an opportunity to be heard.
You can select mediation or arbitration or both.
The program is free of charge to you, the con-
sumer but there are some minimum require-
ments for participation in the program. Please
contact BBB AUTO LINE at the address or
phone number listed below for more details:
BBB AUTO LINE
4200 Wilson Boulevard, Suite 800
Arlington, VA 22203
1 800 955-5100
If you wish to use the program and you qualify
for participation, you will be required to provide
the following information:
 Your name and address
 The vehicle identification number (VIN)
 The make, model and year of your vehicle
 A description of the problem with your
vehicle.
BBB AUTO LINE will also ask you for other
information that may help resolve your concerns,
such as the purchase price of your vehicle, any
mileage at the time of purchase, the current
mileage, and copies of repair orders.
BBB AUTO LINE will notify you when your claim
has been filed. If you decide to arbitrate you may
attend the hearing in person or by telephone.
You may bring witnesses and give supporting
evidence. You may also submit your claim in
writing and ask for a decision on the documents
you submit, without attending a hearing. BBB AUTO LINE will usually render a decision within
40 days from the time you file your complaint.
The decision is binding on BMW if you decide
to accept it. BMW must comply with the deci-
sion within the time frame specified by the arbi-
trator.
Important:
You must use BBB AUTO LINE
before asserting in court any rights or remedies
created by the Magnuson Moss Warranty Act,
(“The Act”) 15 U.S.C. Sec. 2301, et seq. You
may also be required to use BBB AUTO LINE
before seeking remedies under your state’s
“Lemon Law”. If you choose to seek redress by
pursuing rights and remedies not created by
Title 1 of Magnuson Moss Warranty Act, prior
resort to the BBB AUTO LINE is not required by
any provision of the Act.
California Residents
1. BMW OF NORTH AMERICA, LLC (“BMW”)
participates in BBBAUTO LINE, a media-
tion/arbitration program administered by the
Council of Better Business Bureaus [4200
Wilson Boulevard, Arlington, Virginia 22203]
through local Better Business Bureaus. The
Arbitration Certification Program of the Cali-
fornia Department of Consumer Affairs has
certified BBBAUTO LINE and BMW.
2. If you have a problem arising under a BMW written warranty, we encourage you to bring
it to our attention. If we are unable to resolve
it, you may file a claim with BBBAUTO
LINE. Claims must be filed with BBBAUTO
LINE within six (6) months after the expira-
tion of the warranty.
3. To file a claim with BBBAUTO LINE, call
1 800 955-5100. There is no charge for the
call.
4. In order to file a claim with BBBAUTO
LINE, you will have to provide your name
and address, the brand name and vehicle
identification number (VIN) of your vehicle,
and a statement of the nature of your prob-
lem or complaint. You will also be asked to
provide: the approximate date of your acqui-
sition of the vehicle, the vehicles current
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mileage, the approximate date and mileage
at the time any problem(s) were first brought
to the attention of BMW or one of our deal-
ers, and a statement of the relief you are
seeking.
5. BBB AUTO LINE staff may try to help
resolve your dispute through mediation. If
mediation is not successful, or if you do not
wish to participate in mediation, claims
within the programs jurisdiction may be pre-
sented to an arbitrator at an informal hear-
ing. The arbitrators decision should
ordinarily be issued within 40 days from the
time your complaint is filed; there may be a
delay of 7 days if you did not first contact
BMW about your problem, or a delay of up
to 30 days if the arbitrator requests an
inspection/report by an impartial technical
expert or further investigation and report by
BBB AUTO LINE.
6. You are required to use BBBAUTO LINE
before asserting in court any rights or reme-
dies conferred by California Civil Code Sec-
tion 1793.22. You are not required to use
BBB AUTO LINE before pursuing rights and
remedies under any other state or federal
law. “You are also required to use BBB
AUTO LINE before exercising rights or seek-
ing remedies created by Title I of the Mag-
nuson-Moss Warranty Act, 15 U.S.C. sec.
2301 et seq. If you choose to seek redress
by pursuing rights and remedies not created
by California Civil Code Section 1793.22 or
Title I of the Magnuson-Moss Warranty Act,
resort to BBB AUTO LINE is not required by
those statutes.”
7. California Civil Code Section 1793.2(d) requires that, if BMW or its representative is
unable to repair a new motor vehicle to con-
form to the vehicles applicable express war-
ranty after a reasonable number of attempts,
BMW may be required to replace or repur-
chase the vehicle. California Civil Code Sec-
tion 1793.22(b) creates a presumption that
BMW has had a reasonable number of
attempts to conform the vehicle to its appli- cable express warranties if, within
18 months from delivery to the buyer or
18,000 miles on the vehicles odometer,
whichever occurs first,
one or more of the
following occurs:
• The same nonconformity [a failure to con-
form to the written warranty that substan-
tially impairs the use, value or safety of the
vehicle] results in a condition that is likely
to cause death or serious bodily injury if the
vehicle is driven AND the nonconformity
has been subject to repair two or more
times by BMW or its agents AND the buyer
or lessee has directly notified BMW of the
need for the repair of the nonconformity;
OR
• The same nonconformity has been subject
to repair 4 or more times by BMW or its
agents AND the buyer has notified BMW of
the need for the repair of the nonconfor-
mity; OR
• The vehicle is out of service by reason of
repair of nonconformities by BMW or its
agents for a cumulative total of more than
30 calendar days after delivery of the vehi-
cle to the buyer.
NOTICE TO BMW AS REQUIRED ABOVE
SHALL BE SENT TO THE FOLLOWING
ADDRESS:
BMW of North America, LLC
Customer Relations and Services Department P.O. Box 1227
Westwood, New Jersey 07675-1227 1 800 831-1117
8. The following remedies may be sought inBBB AUTO LINE: repairs, reimbursement for
money paid to repair a vehicle or other
expenses incurred as a result of a vehicle
nonconformity, repurchase or replacement
of your vehicle and compensation for dam-
ages and remedies available under BMWs
written warranty or applicable law.
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9. The following remedies may not be sought in BBB AUTO LINE: punitive or multiple
damages, attorneys fees, or consequential
damages other than as provided in California
Civil Code Section 1794(a) and (b).
10. You may reject the decision issued by a BBB AUTO LINE arbitrator. If you reject the
decision, you will be free to pursue further
legal action. The arbitrators decision and
any findings will be admissible in a court
action.
11. If you accept the arbitrators decision, BMW will be bound by the decision, and will com-
ply with the decision within a reasonable
time not to exceed 30 days after we receive
notice of your acceptance of the decision.
12. Please call BBB AUTO LINE at 1 800 955-5100 for further details about
the program. IDAHO Residents IMPOR-
TANT: IF THIS VEHICLE IS DEFECTIVE,
YOU MAY BE ENTITLED UNDER THE
STATE’S LEMON LAW TO REPLACE-
MENT OF IT OR A REFUND OF ITS PUR-
CHASE PRICE OR YOUR LEASE
PAYMENTS. HOWEVER, TO BE ENTITLED
TO REFUND OR REPLACEMENT, YOU
MUST FIRST NOTIFY THE MANUFAC-
TURER, ITS AGENT, OR ITS AUTHORIZED
DEALER OF THE PROBLEM IN WRITING
AND GIVE THEM AN OPPORTUNITY TO
REPAIR THE VEHICLE. YOU ALSO HAVE A
RIGHT TO SUBMIT YOUR CASE TO THE
CONSUMER ARBITRATION PROGRAM
WHICH THE MANUFACTURER MUST
OFFER IN THIS STATE.Special Programs
SOMETIMES BMW OF NORTH AMERICA
OFFERS A SPECIAL ADJUSTMENT PRO-
GRAM TO PAY ALL OR PART OF THE COST
OF CERTAIN REPAIRS BEYOND THE
TERMS OF THE WARRANTY. CHECK WITH
YOUR BMW CENTER TO DETERMINE
WHETHER ANY ADJUSTMENT PROGRAM
IS APPLICABLE TO YOUR MOTOR
VEHICLE.
BMW Import Processing Centers
As a BMW owner, you will experience BMW
quality first hand. Our dedication to excellence in
design, engineering, and service is among the
best in the world. And we invest heavily every
year in our people and facilities to ensure that
our quality standards are consistently applied
from the factory to the BMW center.
Each BMW is inspected after its manufacture.
Imperfections in the mechanical and electrical
systems or damage to the sheet metal, paint,
trim or other components of the vehicle that
may occur during transportation from the factory
are normally detected and corrected. Any defect
in material or workmanship that may occur dur-
ing the warranty period is covered under the
New Vehicle Limited Warranty.
BMW Roadside Assistance
The BMW Roadside Assistance Program
reflects BMWs commitment to your com-
plete satisfaction with the BMW ownership
experience.
It is available for U.S. version BMWs in all
50 states, Canada, and Puerto Rico 24 hours a
day, 365 days a year.
It is a valuable benefit provided to you at no
additional cost. (Subject to certain limitations
and exclusions noted on page 29).
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Owners Eligibility
You are covered if your vehicle is:
– A new BMW automobile, distributed by BMW NA, and purchased at an authorized BMW
center, OR;
– A new BMW automobile, purchased under the BMW NA European Delivery Plan, OR;
– A new, U.S. version, BMW automobile pur- chased under the Diplomatic or Military Sales
programs, operated in any of the 50 states,
Canada and Puerto Rico.
Coverage is provided for the vehicle itself,
regardless of the driver.
Protection:
New BMWs — Protection is provided for
4 years/unlimited miles. NOTE: This does not
affect warranty coverage which remains at
4 years/50,000 miles.
Certified Pre-Owned BMWs — 6 years/unlimited
miles from the in-service date.
Getting Started
A temporary Roadside Assistance card can be
found inside your vehicle portfolio. It contains
the 24-hour toll-free number for Roadside
Assistance.
For your convenience a decal which shows the
same information as the Roadside Assistance
card, has been affixed to the tool kit cover on
the trunk lid.
In a few weeks you will receive a permanent
Roadside Assistance card by mail. The original
in-service date and vehicle identification number
(VIN) are embossed on the card.
This card should be carried by the driver of your
BMW.
Calling For Assistance
The toll-free BMW Roadside Assistance number
(1 800 332-4269) is answered by a BMW Road-
side Assistance service representative. In order
for you to receive quick and reliable services, it
is essential that you provide detailed and accu-
rate information to the service representative. Be prepared to give:
1. Your name and address.
2. Your complete Vehicle Identification Number
(found on your vehicle registration, your per-
manent Roadside Assistance card or on the
bottom drivers side of your windshield).
3. Model description of your vehicle.
4. Original in-service date (located on your Roadside Assistance card).
5. License plate number of your vehicle.
6. Vehicle location (including nearby cross- roads/intersections, highway mile markers,
street numbers, landmarks, etc.).
7. Location you are calling from (including a telephone number where you can be
reached). If you are calling from a public
phone wait there for the return call. Do not
leave this location without informing the
Roadside Assistance service representative.
8. A description of your vehicles problem. Spe- cific and accurate information will enable the
Roadside Assistance service representative
to provide the proper help.
Emergency Valet Service. Should there be a
need beyond BMW Roadside Assistance, Emer-
gency Valet will provide a personal assistant
who will help in every way to get you to your
final destination. Emergency Valet will help you
locate a rental car or taxi agency, hotel or even
help procure airline reservations. In the event of
an emergency, this service will assist you in get-
ting information out to the proper party whether
it is business or personal. If we are unable to
contact one of your party, the message relay
service will document the information, and will
make reasonable efforts to deliver the message
to the message recipient.
Personal Trip Routing. Leave the planning to
us. Simply give one of our Roadside Assistance
service representatives a call, and well provide
you with detailed, easy to read, computerized
trip itinerary and companion map package.
Please allow two weeks to process your request.
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Services
From the information you provide, the BMW
Roadside Assistance service representative will
determine the type of help required.
Dispatch Service
A service provider will be dispatched to the site
of your disabled vehicle.
On-Site Assistance
On-site service for vehicle disablements such as
flat tires, dead batteries, and out of fuel condi-
tions is provided up to a maximum of $100.00
per incident by BMW Roadside Assistance.
The cost for parts and fuel, when used on-site,
are the responsibility of the owner/driver. The
New Vehicle Limited Warranty does not cover
any of the above on-site services.
Lock-Out
Your BMW is equipped with an advanced entry
system, which cannot be bypassed by traditional
locksmith methods without significant damage
to your vehicle. BMW encourages you to always
carry your spare wallet key separately from your
other keys. However, in the event that you find
yourself locked out, a simple telephone call to
Roadside Assistance will help you get back on
the road. A representative will help you find
transportation or arrange towing service to the
nearest BMW center. Related towing costs will
be compensated up to $100 per incident. You,
or the person driving your vehicle, are responsi-
ble for any expenses related to replacement
keys.
Towing Service
In the event of a mechanical breakdown nor-
mally covered under the New Vehicle Limited
Warranty, your vehicle will be transported (at no
cost) to the nearest authorized BMW center.
Your vehicle is also covered in the event of an
accident or collision.
If a breakdown occurs after normal business
hours, your vehicle will be transported to a secure location and transported to the nearest
authorized BMW center on the next business
day.
If you request that the vehicle be taken to a
location other than the nearest authorized BMW
center, any additional expense will be your
responsibility.
However, you may request (at no cost) to be
taken to a different BMW center as long as it is
within 50 additional miles of the
nearestBMW
center.
Towing requests for vehicles disabled because
of casualty, fire, act of God, or violation of law
(federal, state or local) are provided at the
expense of the owner/driver.
If it is necessary for you to have your vehicle
towed through your own arrangements, you
must contact BMW Roadside Assistance for
prior authorization and instructions on claim
procedures. All claims must be submitted
within sixty (60) days of the disablement or
occurrence, accompanied by the original
receipts. Claims received after that time period
may be dishonored and are subject to the full
discretion of BMW Roadside Assistance. If
BMW Roadside Assistance is not contacted for
 prior authorization, the maximum coverage for
towing is $100.00.
Sign-and-Drive
Typically, if you are within the terms of your war-
ranty, the services you receive under the BMW
Roadside Assistance program will not require
payment. In most cases, you will simply sign a
receipt from the provider of services.
Trip Interruption Benefits
Trip interruption benefits are provided for
mechanical breakdowns as follows:
• Breakdowns that are warranty related, and;
• Must occur in excess of 100 miles from the
drivers residence, and;
• Repairs cannot be completed during normal
business hours on the same day of
breakdown.
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