25 Years of BMW Mobile Service: Committed to Sheer Driving Pleasure.

Concept unique the world over ensures highly qualified assistance round
the clock in the event of a breakdown. Innovative services from BMW
ConnectedDrive for even more efficient and faster trouble-shooting.
Munich. Premium quality also expresses itself when, on a rare occasion,
your Sheer Driving Pleasure might be interrupted for a short while. For
offering the most advanced and comprehensive Breakdown Assistance
Service in the world, the BMW Group keeps customers mobile and on the
road all round the clock 365 days a year. BMW Mobile Service means
qualified assistance from one source - assistance which the BMW Group
has now been providing for 25 years. No other car maker offers such a
complete network of competent specialists using the most innovative
service technology for this purpose. From the master technicians at
operations centre all the way to the technicians in the BMW Service
Mobile, all the experts helping to solve technical problems and get the
customer's BMW or MINI back on to the road again are absolute
specialists, enabling the customer to quickly continue after a
breakdown in 84 per cent of all cases. Drivers of a BMW or a MINI can
rely on qualified support and assistance very quickly indeed in the
rare case of a technical defect or any other kind of breakdown. Calling
the number of BMW Breakdown Assistance specified in the car, the
customer immediately reaches BMW on a direct line. As experienced
automotive master technicians, all of the specialists at the operations
centre in Munich seek to provide the right diagnosis as quickly as
possible, competent information enabling the customer himself in many
cases to continue his journey without a major delay. And if this is not
possible, a trained technical specialist will set out in a BMW Service
Mobile to the customer's current location in order to repair the car
himself. With BMW operating its own in-house operations centre, the
customer is not required to go through a call centre or consult other
technicians without specialist experience on BMW or MINI. This
outstanding assistance is coordinated in Germany by the ELOS fleet
management and tracking system unique the world over. This
satellite-based system enables the operations centre, taking the car's
current position data, to immediately activate a BMW Service Mobile in
the area, which will then proceed directly to the location of the car.
Clearly, this offers the customer very quick and efficient assistance,
which is indeed the most important advantage in the eyes of the
customer, as we hear in a typical case: "The first time I ever had
a technical defect was with my seventh BMW. And thanks to the
professional and very generous way you and your colleagues handled the
matter, I was soon back on the road again." Unique principle: BMW
specialists help BMW customers. The unparalleled efficiency of BMW's
Mobile Service quite simply not matched by the competition is mainly
attributable to the fact that all specialists taking care of the
customer's problems are trained technical experts. "We employ BMW
specialists in all areas and for all functions", states Karsten
Engel, Head of Sales BMW Group Germany. "They know our cars best
and they are able to repair a possible defect fastest and most
efficiently." Permanent availability of these experts round the
clock is ensured in close cooperation with partners in the BMW Dealer
Organisation. This establishes a full-coverage network of competent
specialists able to repair a defect as quickly as possible at virtually
any location. The BMW Service Mobile comes with a wide range of
Original BMW and MINI Parts, special tools and a diagnostic unit. If
necessary, the customer's car will be towed to a nearby BMW Service
Centre where the defect can be repaired, in many cases outside of
normal working hours and on the weekends. Providing quick and
effective assistance in the event of a defect is one of the most
important factors ensuring and maintaining customer satisfaction. BMW
and MINI drivers appreciate the high technical standard of the BMW
Mobile Service technicians, especially as in the vast majority of cases
these specialists enable the customer to continue right away in their
own car. And should this not be possible in a rare case, the BMW and
MINI mobility scheme "Mobile Care" even covers the cost in
continental Europe of taking a taxi, renting a car, staying overnight
at a hotel, or having one's car transported back home. BMW
TeleServices for remote trouble-shooting. In many cases BMW's
specialists at the operations centre are able right from the start, on
the telephone, to establish the reason for a defect in close
cooperation with the customer. And now this remote diagnosis is becoming
even more efficient, cars equipped with BMW TeleServices in the context
of BMW ConnectedDrive already being able today to transmit the data
required for diagnosing and locating the defect involved over the
telephone to the operations centre. So that in such cases the reason
for the defect can be established right from the start by remote
diagnosis. In some cases BMW TeleServices even allows immediate repair
of defects and deficiencies. Should the defect result from malfunction
of an electronic control unit, for example, the master technician at
the operations centre is able to provide the remedy straight from his
desk. Then, via the secure telephone line, he sends a signal to the car
in order to re-set the control unit, in many cases remedying the defect
in this simple quick, and straightforward manner. With the new
services of BMW ConnectedDrive now available in nearly all current BMWs
being constantly expanded, the number of customers benefiting from these
innovative solutions offered only by BMW is increasing consistently.
More than 830 BMW Service Mobiles in worldwide operation. The first BMW
Service Mobiles were deployed in summer 1984 and since then the fleet
has been consistently renewed and enlarged. The first official Service
Mobile was a second-generation BMW 5 Series. "Back then we still
solved most problems with classic tools, today we take along the most
advanced technology and are able to solve even more problems directly on
the spot", states Helmut Leitner, one of the pioneers of BMW
Roadside Assistance still working at the Munich operations centre
today. "This kind of development is really great and satisfied
customers are still the best motivation." Since the "old
days" BMW's Service Mobiles have been constantly updated. Cars
such as the BMW X3, the BMW X5, and the BMW 5 Series Touring equipped
with a complete set of workshop and diagnostic tools and naturally
covered by all crash tests are currently on the road in cities such as
Munich, New York, and Beijing, naturally all fulfilling exactly the
same quality standards. BMW Mobile Service is now available in 19
European countries and nearly all other markets outside Europe.
Worldwide more than 830 of BMW's Service Mobiles are to be admired on
the road in their striking silver-white bodywork. A further important
strength of BMW Mobile Service is that this quick and competent
assistance also works across national borders. One customer, for
example, reports on a tyre defect he once suffered in Greece:
"Thanks to the professional assistance offered to me by your
specialist, I was able to continue my journey after about five hours.
This was really astounding, since the defect occurred on a Saturday
evening and I was in a very remote part of the country. But despite
that remote location, your specialists organised a spare tyre at about
10:00 in the evening and made sure that it was replaced by the workshop
that very same night. That allowed me to continue my trip, without
requiring me to take care of anything myself."