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after reading some of the success user on this forum had with having BMWNA replace the dead pixels on their car either in warranty or out i went and contacted them too, BMWNA forwarded my issue to BMW Canada and they sent me this:
Thank you for contacting BMW of North America. Your email was forward to BMW Canada as we are the responsible subsidiary to respond to your inquiry.
We were sorry to learn of the inconvenience encountered by the malfunction of the instrument cluster pixels you have experienced with your 2000 BMW M5. Please be assured that we would naturally like each customer to experience faultless performance from our product from the outset and for the entire period of ownership. This said, upon the expiry of the vehicle warranty, the possibility of a goodwill contribution is based on certain relevant factors, such as age and mileage of the vehicle.
We would like to assure you that all goodwill matters worldwide are handled on a case-by-case basis and that BMW Canada does not have a blanket policy to specifically cover the mentioned pixel issue. Please understand that there are national differences in the scope of warranty coverage. Further, these national differences may also affect the individual voluntary goodwill decisions.
When a concern arises following the expiration of the New Vehicle Limited Warranty, BMW Canada evaluates each situation on a case by case basis. We have reviewed your concern and due to the age and mileage of your vehicle, we are unable to comply with your request for post warranty assistance.
Mr. Mohsen-Abadi, we regret that we have not been able to meet your expectations in this particular case. Your continued patronage of our products and services is genuinely appreciated.
We hope this provides clarification to your inquiry and if you have any further questions, please don't hesitate to contact us at 1-800-567-2691 or by email to [email protected]
Sincerely,
Michelle
Customer Interaction Specialist
BMW Canada

I want to know which of the users here got their Cluster changed due to goodwill warranty offered by BMWNA in USA? please post your model and mileage as well when you got the issue resolved.

please post only if you got your cluster changed for free with the exception of the labour cost 1 hr or less. i know about third party companies that can fix the issue but i want to follow up with the email i got from BMW Canada about the double standard.

It really bothers me that we over here have to pay way more for the cars and parts but when it comes to benefits we always get the short end of the stick.
Don't bother doing a poll or trying to get BMWCA to change their mind. That opportunity passed many years ago when newer X5 E53 and M5 E39 owners had some serious clout. Your old car is yesterday's news and BMW hopes you retire it & buy a new car. BMW truly considers their vehicles to be expendible after about 10 yrs & support literally vanishes. This is why a 12yo loaded V12 BMW sells for less than a 12yo Chevy V8 sedan in similar condition...nobody can maintain it.

Everyone who owns an aging E38, E39 or E53 gets the special treatment for their pixel problem in the USA if they whine loud enough. The problem is you do not live in the USA where Lawyer J Carlos Fox threatened a class action lawsuit against BMWNA to get defective pixels fixed for free. The lawsuit had far-reaching implications and was dropped after BMWNA buckled under growing legal pressure. They did not want the legal issues to spread to other countries. The special USA-only goodwill agreement does not apply in any other country, so don't feel singled out. Curiously, I have an imported Canadian 540i and BMWNA promptly offered me goodwill at my USA dealership. Miles and age does not matter, if you're persistent here.

Maybe buy an ebay US license plate, bolt it on and cross the border for repair lol. Write an email to BMWNA and pretend you live in the USA.
 

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goodwill is only offered to owners with 70k and less, this is from an inside source at bmw.

even with all my hookups i was forced to pay 50% which was 409. i bent over and paid 409 and called it a day.

take advantage of the 50% which almost all offer. if you get it done at cost of labor only then consider yourself extremely lucky.
 

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Insiders and hookups are a ball and chain lol. Folks who work at dealership pay the most for their cars also.

Mileage limit for 1 hr deal appears to be unlimited, according to other boards. I personally kknow folks who got the 1hr deal with over 150K mi on '97 and '98 540i. There is seemingly more resistance at BMWNA to offer this as, the cars get older. Their initial offering will vary based upon age, miles and whether you bought new, used from dealer or from private owner. Final offer with max armtwisting seems to remain 1 hr labor. Squeaky wheel gets the most grease.
 

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Lots of good info here. To those who had their clusters replaced, have you had any pixels go out since? How long have you had it in and how many miles?

I ask because my 02 is in the shop now, and they did offer to pay for the part. My portion would be $171 in labor which seems rather high, but not bad in the big picture. I had VDO repair fix the cluster in my 98 540 for around $300, and it has been perfect going on 2 years now.
 

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Lots of good info here. To those who had their clusters replaced, have you had any pixels go out since? How long have you had it in and how many miles?

I ask because my 02 is in the shop now, and they did offer to pay for the part. My portion would be $171 in labor which seems rather high, but not bad in the big picture. I had VDO repair fix the cluster in my 98 540 for around $300, and it has been perfect going on 2 years now.

The pixel problem will show up again. It is inevitable. It is a design flaw and if I were you, I wouldn't throw $171 at it for a temporary "fix" but do what you did with your 540 cluster and send it to VDO to actually fix it.
 

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The pixel problem will show up again. It is inevitable. It is a design flaw and if I were you, I wouldn't throw $171 at it for a temporary "fix" but do what you did with your 540 cluster and send it to VDO to actually fix it.

I am not so sure about that. I had mine replaced at about 90k miles (about 4 years ago) on my '99 540i and I now have 142k miles and every pixel is still perfect. Why would BMW let the parts supplier keep selling them faulty parts. I would bet that they pressured them do some sort of repair. Hell I would bet they pressured them to supply those parts for less or no cost at all.

The same dealer just offered to do my stepfathers '01 740iL with 110k miels on it for the same deal: free part, 1 hr labor.

It seems tha tmileage/age play less of a role than, your relationship with the dealer/SA. If you have bought a car from the, and if you use them for service at least once in a while, the SA will have to go to bat for you. If not, why would they bother to pick up the phone and deal with BMWNA to get this done for you. I am sure they do not make much of a margin on the part that BMANA pays for, if any. That is probbaly why some who do not have a good history with that dealer end up paying ofr half the part. I bet BMWNA oks them charging you half so that they can make up for their time dealing with you.
 

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The pixel problem will show up again. It is inevitable. It is a design flaw and if I were you, I wouldn't throw $171 at it for a temporary "fix" but do what you did with your 540 cluster and send it to VDO to actually fix it.
Agreed. Get the repair done rather than swap one dodgy cluster for another...
 

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I am not so sure about that. I had mine replaced at about 90k miles (about 4 years ago) on my '99 540i and I now have 142k miles and every pixel is still perfect. Why would BMW let the parts supplier keep selling them faulty parts. I would bet that they pressured them do some sort of repair. Hell I would bet they pressured them to supply those parts for less or no cost at all.

The same dealer just offered to do my stepfathers '01 740iL with 110k miels on it for the same deal: free part, 1 hr labor.

It seems tha tmileage/age play less of a role than, your relationship with the dealer/SA. If you have bought a car from the, and if you use them for service at least once in a while, the SA will have to go to bat for you. If not, why would they bother to pick up the phone and deal with BMWNA to get this done for you. I am sure they do not make much of a margin on the part that BMANA pays for, if any. That is probbaly why some who do not have a good history with that dealer end up paying ofr half the part. I bet BMWNA oks them charging you half so that they can make up for their time dealing with you.

nope the SA and etc play no roll in this.

i had my 540i with 105k miles done at half hour of labor and free parts.

same dealership and i paid $409 this time around for my M5 with 145k. half parts and half labor was all they were willing to do.

even BMWNA told me half parts and half labor. this is really a hit or miss situation and everyones scenario will be different. there is no cut dry solution to this as far as what you will pay.

-R
 

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I just got the free cluster and 1hr labor taken care of by BMWNA and my local dealer.

I have a 9/99 build 2000 with 62K miles.

This was the third cluster my car has been through.
 

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I had my '00 M5 that I purchased last year at my dealer for a 4 wheel alignment and to have two new front tires mounted. When I bought the car last year, the cluster had the pixel problem and it has gotten worse over the year. One thing to note is that the cluster currently in the car was a replacement for the original cluster that was installed in 2003. When the service manager called to tell me the car was ready, I mentioned to him about BMW replacing the clusters for free and the customer paying an hour labor to change them out. He called his BMW rep, and five minutes later called me back saying no problem-they will replace the cluster for free with you paying us an hour labor charge. I greatly appreciated him doing that for me, but I guess it helps that me and other family members have purchased a number of BMW's from them over the years, plus I buy thousands of dollars worth of parts from them every year-so he doesn't mind helping me out.
 

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anyone had luck with NY Manhattan BMW dealership regarding this issue.
i tried asking but basically they said no right away. you not original owner. car is old blah blah. i have 02 with 45k
 

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I didnt read the entire thread but allow to post my comments.

Mine was replaced free of charge by BMW NA a couple of years ago at about 50K miles. I paid 1 hour of labor.

The key to getting a probono replacement is how you pose your letter to BMW NA. There are some fine examples of letters here. Just do a search.

Probono replacement also depends on what relationship you have with your local stealer.

On mine, I did tell them the I have owned three BMW 5 series. That I am a big fan of BMW cars, and I will continue to buy BMW cars but this dead pixel issue is just really annoying me and may now reconsider buying another brand...........Any help would be greatly apprecaited............

HOpe that helps.
 

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Just in case anyone cares.

Sept 09 -- I got my cluster replaced on an 01 M5 with 68K miles for $330 which was supposed to be BMWNA covering 75% of the part and me covering 25% plus labor. The actual break down was not listed on the receipt.

I am not the original owner, but I do have a 97 M3 as well. I tried for 100% of the part being covered but wasn't successful. I just called 1-800-831-1117 BMWNA and explained my problem and they got it approved in a few days after having me fax/email registration.

I was hesitant at first with the 75% because the dealer quoted me $1127 for the cluster and $160 for labor = $441.75 for my portion. I called my rep and he said when BMWNA gets involved the prices change and indeed they did to the $330 I was charged.

I don't know if some are still getting 100% part but after trying a few times, I gave in. They said they are allowed to offer 50-75% and they gave me 75% because I have 2 BMWs.
 

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Just in case anyone cares.

Sept 09 -- I got my cluster replaced on an 01 M5 with 68K miles for $330 which was supposed to be BMWNA covering 75% of the part and me covering 25% plus labor. The actual break down was not listed on the receipt.

I am not the original owner, but I do have a 97 M3 as well. I tried for 100% of the part being covered but wasn't successful. I just called 1-800-831-1117 BMWNA and explained my problem and they got it approved in a few days after having me fax/email registration.

I was hesitant at first with the 75% because the dealer quoted me $1127 for the cluster and $160 for labor = $441.75 for my portion. I called my rep and he said when BMWNA gets involved the prices change and indeed they did to the $330 I was charged.

I don't know if some are still getting 100% part but after trying a few times, I gave in. They said they are allowed to offer 50-75% and they gave me 75% because I have 2 BMWs.
Yes, I got mine replaced 100% covered by BMW. I do have a really good working relationship with my SA and the SM though. That might make the difference. BTW, mine was replaced on 6/1/2009.
 

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I got mine replaced at Sterling BMW in Newport/Southern California 2 weeks ago..
My car has 75k, and just got out of the CPO..
All what I did is calling BMWNA , and filed a claim and faxed a copy of my registeration. They called me 3 days later to tell me they will cover the parts, and I have only to pick a dealership and pay 1hr of labor. My portion was $94
 

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I wonder if the policy has changed somewhat with more people reporting paying 50% + labor. This is what I experienced as well but I was only charged 1/2 hr. labor, which helped.
 

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BMW NA said they would pay for 50% of the part but the unit is $1200+ so with labor my part is still $700+. That seems crazy to me.
 

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I was covered for a new display on the last day of coverage....mileage was around 77K...extended coverage from BMW....
 
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