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      04-04-2013, 10:36 PM   #67
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I decided to pick up my car today even though it was not fixed because I will be out of town starting tomorrow for a week. To my surprise, when I arrived this morning, roughly 10.30 am, my car was low on gas and 31 miles (miles in, 2415 miles, miles out 2446 miles.) was driven while it was supposed to be at the dealer waiting for instruction from BMW NA. When I start up the car, engine was already warm which usually take me about 3-4 miles from cold start to warm up the car, so it was definitely driven from a distance this morning before I arrive. The funny part was the work order paper shows 2417 miles out and not 2446 as registered on odometer. I walked back to SA and asked him to print out the work order with the right miles out 2446.

When I asked for reason on the extra mileage, SA was defensive about it and said that he will compensate me for gas. I told him that I don't care about gas money. He said that may be tech needed to drive it around to replicate the problem which is bull base on my experience. At Mercedes dealer, they would ask for my permission if they need put more than 10 miles on the car to replicate the problem. They would explicitly ask me if it is OK because they were not able to replicate it with short trip around the block. Anyway, I told my SA to send me an email to explain.

While driving it out the lot, I turn on the radio and of course, radio was tuned to SiriusXM 099 Raw Dog Comedy channel which I never listen to. I always have my radio set to 89.3 KPCC when I don't listen to my House music. The way I see it, somebody was having a good laugh while driving my car back home.

During the past 7 years, my last 5 BMW and Mini were purchased from this dealership. I never experience anything this absurd before. It is time to switch.
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      04-04-2013, 10:41 PM   #68
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Below is email from SA. I think it is a bunch of bull because I contacted him everyday, and as of 2nd day he said that he open case with BMW NA. If he did so and waiting for instruction, why would anyone needs to move the car to try replicating the problem. I would gladly over look it if he says, OK, my tech or himself took it home. $15 worth of gas and 31 miles is nothing. By the way, I never work with this SA before, he has been with this dealership for 2 years.


"Hi Tom,

I was able to get some information back about the test drive on your 6 series.

Before the tech began work he test drove the car. This drive was on the freeway for about 4 - 5 miles. He was unable to verify the concern and brought the car back to the shop for further electronic evaluation.

While the car was in the shop he read faults, and found a one time misfire fault for cylinders 2, 5, and 7. The fault occurred when the motor was still cool and not at normal operating conditions yet. He let the car cool, and later that afternoon took it out for another drive in an attempt again to replicate the issue. The problem didn't surface, so the car was again returned to the shop. A engineering case was opened with BMW, and the car was parked overnight.

The following day the car was cold started and immediately driven; again in an attempt to replicate the driving conditions when the fault originally occurred. The car was driving this time about 10 miles. This allowed for cold condition testing all the way up to when the motor was warm and at normal operating conditions. Again no issue. The car was returned again to the shop. BMW had requested a fuel sample and data to be sent to them. Fuel sample was taken, data was sent and the car sat overnight again.

This process was repeated the following day. Cold started and driven on the highway until at normal operating temperature. Drive was aprox 10 miles.

Total of the test drives, and cold start drives made up the 31 miles on your car.

Again. I can compensate you for the fuel consumed during testing, but when a car is in for a concern such as yours it due require driving it.

I hope this helps with better understanding the test drives. In some cases vehicles need aprox 100 miles put on them. In a case like that I would contact you first, but at times those types of drives are necessary.

Will"
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      04-04-2013, 10:44 PM   #69
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Hi Speedy_XL, I'm sorry to hear that you have the same problem. Please keep us updated. I will keep updating everything I have to face including bulls from my dealer.
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      04-04-2013, 11:10 PM   #70
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Quote:
Originally Posted by neversummer78
I decided to pick up my car today even though it was not fixed because I will be out of town starting tomorrow for a week. To my surprise, when I arrived this morning, roughly 10.30 am, my car was low on gas and 31 miles (miles in, 2415 miles, miles out 2446 miles.) was driven while it was supposed to be at the dealer waiting for instruction from BMW NA. When I start up the car, engine was already warm which usually take me about 3-4 miles from cold start to warm up the car, so it was definitely driven from a distance this morning before I arrive. The funny part was the work order paper shows 2417 miles out and not 2446 as registered on odometer. I walked back to SA and asked him to print out the work order with the right miles out 2446.

When I asked for reason on the extra mileage, SA was defensive about it and said that he will compensate me for gas. I told him that I don't care about gas money. He said that may be tech needed to drive it around to replicate the problem which is bull base on my experience. At Mercedes dealer, they would ask for my permission if they need put more than 10 miles on the car to replicate the problem. They would explicitly ask me if it is OK because they were not able to replicate it with short trip around the block. Anyway, I told my SA to send me an email to explain.

While driving it out the lot, I turn on the radio and of course, radio was tuned to SiriusXM 099 Raw Dog Comedy channel which I never listen to. I always have my radio set to 89.3 KPCC when I don't listen to my House music. The way I see it, somebody was having a good laugh while driving my car back home.

During the past 7 years, my last 5 BMW and Mini were purchased from this dealership. I never experience anything this absurd before. It is time to switch.
OMG! This is completely unacceptable. I would have gone ballistic had this happen to me. Since you have a substantial patronage with BMW, it is worthwhile to bring this up with BMW AG. That will guarantee to get their attention.

I had a bad experience over a botched up order with my local dealership back in 2007. After a series of lame excuses from them, I decided to write to BMW AG and to none other than Dr Norbert Reithofer himself. I got a response from his personal assistant the following day and the corrected order was placed in manufacturing within the week, followed by a personal invite to visit the Regensburg factory where the E92 335i I ordered was being assembled to inspect the vehicle before they air-freight it to me. My wife and I was flown to Munich, escorted to the Regensburg factory (above 200km/h in an E60 530Li but that's another story) and even had the opportunity to visit BMW Welt a week after its grand opening during that trip.

Ever since then, service offered by the dealership have been impeccable. So whilst dealerships may occasionally try to pull a fast one on BMW customers, BMW AG does care and take swift action to rectify them. I am living proof of it.

If I recall correctly, my first email to them was sent via the www.bmw.com contact page to BMW AG Worldwide.
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      04-05-2013, 12:44 AM   #71
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Hi andreo, thank you so much for your insightful recommendation, I never thought of it. That was quite a story to hear, and I am glad to see that BMW respect its customers the way they deserve it. I love BMW, and I still believe that my whole experience today does not in anyway represent BMW as a brand.

If anything, today experience was an insult to my intelligence.

Thanks again, I will start putting together a message to BMW AG.
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      04-05-2013, 01:59 AM   #72
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Quote:
Originally Posted by Speedy_XL View Post
This is so ...rididulous. I am following this thread for couple days. Wish my 650i do not have this problem. But it just happened now. When i was backing up my car the "ding" showed up. Drivetrain malfuntion. Then i shut her off Restart its gone Dont know if its just my fuel was on low or what God!
By the way, my fuel level was never low when I have problem, and that should not be a factor IMO. I think you can safely dismiss that and bring it to dealer and open a case immediately. I shot some photos and videos most of the time it happened, but the first time and last time it happened I was panic and didn't shoot video and ECU did not register error.
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      04-05-2013, 02:13 AM   #73
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Originally Posted by southern6er22 View Post
Those service guys are always looking for a scapegoat. This is pretty stupid as far as scapegoats go - in Alabama, every pump has a sticker saying the gas may contain up to 10% EtOH. I guess the counter argument would be that that applies to all gas, and premium should not contain that much. I don't know. Either way, I think they're trying to give you an easy answer.
Yeap, they were pulling my leg and try to keep the car there longer for more joy ride. I don't know why I get so much sh**t this week. Starting with sh**t loaner, sh**t explanation, sh**t service, sh**t excuses, and finally bull sh**t email! I feel like I jumped into a pile sh**t early in the week and never make it back to the surface yet.

After telling SA what Bonz said about ethanol mixture, SA said that he mentioned to BMW NA, and it is like "an internal struggle" between him and BMW NA.

I don't think I will visit Century West BMW again for service or any sh**t.
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      04-05-2013, 03:00 AM   #74
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Quote:
Originally Posted by neversummer78 View Post
Hi andreo, thank you so much for your insightful recommendation, I never thought of it. That was quite a story to hear, and I am glad to see that BMW respect its customers the way they deserve it. I love BMW, and I still believe that my whole experience today does not in anyway represent BMW as a brand.

If anything, today experience was an insult to my intelligence.

Thanks again, I will start putting together a message to BMW AG.
Glad to learn that you have decided to take your case to BMW AG. For your reference, this is the first email I wrote them back in 2007.

From:
To: bmwgroup.customerservice@bmwgroup.com

Dear Sir,

I am writing to express my DISAPPOINTMENT in the inconsistent level of service exhibited by your local dealer in xxxxxx. I placed an order for an E92 335i Coupe and signed a contract on the 17-Jan-07 (Contract no xxxxx with BMW Concessionaires (xxxxxx) Limited), inclusive of Active Cruise Control and Onboard Monitor with TV function among other options that I have included in the contract. Months after the contract was signed, I was informed that the Active Cruise Control option was not available. Now, weeks from the delivery of the vehicle, I am told to be prepared that the TV function may not be available as well.

To inform me of these changes to my vehicle order so late in the process is entirely unprofessional and totally not my expectation of BMW's standard of customer service. This is the third BMW vehicle that I have ordered over the last 4 years simply due to the trust that I have in your company to deliver superior products. Had I known that the vehicle being delivered and the one that I ordered was going to be so different from my expectations, I would have made a different choice from the beginning. What I am experiencing with your local dealer here in xxxxxx is far from my expectation.

Please help bring this to the attention of someone within BMW who can do something about this.

Thank you,




A week later, I received an automated response to thank me for my email, blah, blah, blah but no commitment on any action. That prompted the second email.

From:
To: Customer.Service@bmw.com

Dear Sir,

As mentioned, kindly find attached my contract with BMW Concessionaires xxxxxx. Note that the contract was signed on the 17-Jan-2007. As stated in the contract, the vehicle is expected to arrive in June 2007 (Order number xxxxxxx). I was only recently verbally informed that the factory was unable to deliver the vehicle with the following two accessories that was confirmed and listed in the contract:

• Active Cruise Control
• Onboard Monitor with TV Function

It is difficult for me to accept that items included in a signed contract with a company as reputable as yours “cannot be delivered”. I am also very disappointed that it has taken more than 4 months to inform me that the additional Factory Fitted Accessories stated in the contract could not be delivered by the factory. I expected that these items are already confirmed with the factory BEFORE they are included in the contract.

I would like to confirm with the appropriate parties representing the BMW factory that this is truly the case. If yes, I want to know how I can go about getting the missing items installed or what my alternatives are. Had I known that these items will not be part of the vehicle, I would have seriously reconsidered my choices when there was still time. Unfortunately, the local dealer has decided to deny me of that privilege and now suggesting that they may have to breach the contract. The vehicle is required by June and I am unwilling to accept the vehicle without a resolution that is deemed reasonable.

Nevertheless, I am still hopeful that the situation can be salvaged. Up until now, I have never been disappointed by BMW products and service. Please forward these details to the party that is currently following up my case and let me know when I can expect a response before the situation deteriorates any further. Your kind assistance is much appreciated.

Thank you,




After another week of non-response, I went straight to the top with the following.

From:
To: norbert.reithofer@bmw.de

Dr. Reithofer,

I am escalating this to your attention as I have not received a response from your Company thus far. As a long time customer of BMW products and services, I would very much appreciate the courtesy of a timely response from someone who can provide some assistance.

Thank you,



The last email to the good Dr Reithofer seized their attention and everything was sorted out promptly as I mentioned in my earlier post. The makers of our cars are so meticulous that they even sent us photos of our visit to the factory and the vehicle weeks after we have left Munich. Now that's BMW service we have all grown to love and expect.

Sorry for the lengthy post. Hope they will make a good reference for you and anyone else who needs them. These are actual email correspondences sent to BMW AG which finally resulted in a positive outcome. Certain details have been deliberately censored for privacy and to protect the innocent.

Good luck and look forward to hearing about the positive outcome for your case.
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      04-05-2013, 09:35 AM   #75
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Thanks andreo, that was very cool and very encouraging!
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      04-05-2013, 09:40 AM   #76
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Quote:
Originally Posted by neversummer78
Quote:
Originally Posted by Speedy_XL View Post
This is so ...rididulous. I am following this thread for couple days. Wish my 650i do not have this problem. But it just happened now. When i was backing up my car the "ding" showed up. Drivetrain malfuntion. Then i shut her off Restart its gone Dont know if its just my fuel was on low or what God!
By the way, my fuel level was never low when I have problem, and that should not be a factor IMO. I think you can safely dismiss that and bring it to dealer and open a case immediately. I shot some photos and videos most of the time it happened, but the first time and last time it happened I was panic and didn't shoot video and ECU did not register error.
I will get it checked for sure. I did some research on drivetrain malfunction. Seems other series also have the problem specially the new 5. They said it is because the low pressure fuel sensor cause the poblem. They get the sensor replaced and the problem never came back. But i will keep update for my situation.
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      04-06-2013, 01:20 PM   #77
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Quote:
Originally Posted by andreo View Post
Glad to learn that you have decided to take your case to BMW AG. For your reference, this is the first email I wrote them back in 2007.

From:
To: bmwgroup.customerservice@bmwgroup.com

Dear Sir,

I am writing to express my DISAPPOINTMENT in the inconsistent level of service exhibited by your local dealer in xxxxxx. I placed an order for an E92 335i Coupe and signed a contract on the 17-Jan-07 (Contract no xxxxx with BMW Concessionaires (xxxxxx) Limited), inclusive of Active Cruise Control and Onboard Monitor with TV function among other options that I have included in the contract. Months after the contract was signed, I was informed that the Active Cruise Control option was not available. Now, weeks from the delivery of the vehicle, I am told to be prepared that the TV function may not be available as well.

To inform me of these changes to my vehicle order so late in the process is entirely unprofessional and totally not my expectation of BMW's standard of customer service. This is the third BMW vehicle that I have ordered over the last 4 years simply due to the trust that I have in your company to deliver superior products. Had I known that the vehicle being delivered and the one that I ordered was going to be so different from my expectations, I would have made a different choice from the beginning. What I am experiencing with your local dealer here in xxxxxx is far from my expectation.

Please help bring this to the attention of someone within BMW who can do something about this.

Thank you,




A week later, I received an automated response to thank me for my email, blah, blah, blah but no commitment on any action. That prompted the second email.

From:
To: Customer.Service@bmw.com

Dear Sir,

As mentioned, kindly find attached my contract with BMW Concessionaires xxxxxx. Note that the contract was signed on the 17-Jan-2007. As stated in the contract, the vehicle is expected to arrive in June 2007 (Order number xxxxxxx). I was only recently verbally informed that the factory was unable to deliver the vehicle with the following two accessories that was confirmed and listed in the contract:

• Active Cruise Control
• Onboard Monitor with TV Function

It is difficult for me to accept that items included in a signed contract with a company as reputable as yours “cannot be delivered”. I am also very disappointed that it has taken more than 4 months to inform me that the additional Factory Fitted Accessories stated in the contract could not be delivered by the factory. I expected that these items are already confirmed with the factory BEFORE they are included in the contract.

I would like to confirm with the appropriate parties representing the BMW factory that this is truly the case. If yes, I want to know how I can go about getting the missing items installed or what my alternatives are. Had I known that these items will not be part of the vehicle, I would have seriously reconsidered my choices when there was still time. Unfortunately, the local dealer has decided to deny me of that privilege and now suggesting that they may have to breach the contract. The vehicle is required by June and I am unwilling to accept the vehicle without a resolution that is deemed reasonable.

Nevertheless, I am still hopeful that the situation can be salvaged. Up until now, I have never been disappointed by BMW products and service. Please forward these details to the party that is currently following up my case and let me know when I can expect a response before the situation deteriorates any further. Your kind assistance is much appreciated.

Thank you,




After another week of non-response, I went straight to the top with the following.

From:
To: norbert.reithofer@bmw.de

Dr. Reithofer,

I am escalating this to your attention as I have not received a response from your Company thus far. As a long time customer of BMW products and services, I would very much appreciate the courtesy of a timely response from someone who can provide some assistance.

Thank you,



The last email to the good Dr Reithofer seized their attention and everything was sorted out promptly as I mentioned in my earlier post. The makers of our cars are so meticulous that they even sent us photos of our visit to the factory and the vehicle weeks after we have left Munich. Now that's BMW service we have all grown to love and expect.

Sorry for the lengthy post. Hope they will make a good reference for you and anyone else who needs them. These are actual email correspondences sent to BMW AG which finally resulted in a positive outcome. Certain details have been deliberately censored for privacy and to protect the innocent.

Good luck and look forward to hearing about the positive outcome for your case.
Awesome info and insight. Thank you.
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      04-06-2013, 06:43 PM   #78
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Quote:
Originally Posted by neversummer78 View Post
I decided to pick up my car today even though it was not fixed because I will be out of town starting tomorrow for a week. To my surprise, when I arrived this morning, roughly 10.30 am, my car was low on gas and 31 miles (miles in, 2415 miles, miles out 2446 miles.) was driven while it was supposed to be at the dealer waiting for instruction from BMW NA. When I start up the car, engine was already warm which usually take me about 3-4 miles from cold start to warm up the car, so it was definitely driven from a distance this morning before I arrive. The funny part was the work order paper shows 2417 miles out and not 2446 as registered on odometer. I walked back to SA and asked him to print out the work order with the right miles out 2446.

When I asked for reason on the extra mileage, SA was defensive about it and said that he will compensate me for gas. I told him that I don't care about gas money. He said that may be tech needed to drive it around to replicate the problem which is bull base on my experience. At Mercedes dealer, they would ask for my permission if they need put more than 10 miles on the car to replicate the problem. They would explicitly ask me if it is OK because they were not able to replicate it with short trip around the block. Anyway, I told my SA to send me an email to explain.

While driving it out the lot, I turn on the radio and of course, radio was tuned to SiriusXM 099 Raw Dog Comedy channel which I never listen to. I always have my radio set to 89.3 KPCC when I don't listen to my House music. The way I see it, somebody was having a good laugh while driving my car back home.

During the past 7 years, my last 5 BMW and Mini were purchased from this dealership. I never experience anything this absurd before. It is time to switch.
31miles is nothing compared to what happened to a friend of mine a couple of years ago.
He owned a ferrari F430 and it jad some kind of error, the dealer test drove and.... BAAM!! Crashs into a bus totaling the car without repair. The dealer payed back my friend less money than the orginal cost claiming that they considered it as renting !!
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      04-11-2013, 12:30 AM   #79
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Originally Posted by gokudo_90 View Post
31miles is nothing compared to what happened to a friend of mine a couple of years ago.
He owned a ferrari F430 and it jad some kind of error, the dealer test drove and.... BAAM!! Crashs into a bus totaling the car without repair. The dealer payed back my friend less money than the orginal cost claiming that they considered it as renting !!
Lousy dealer...
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      04-11-2013, 06:31 AM   #80
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I generally find large companies operate their customer service as a war of attrition these days, so sometimes it is necessary to email the CEOs office. If not to prevent your head from becoming bludgeoned from banging it against a brick wall :/

For future reference some of you may want to book mark the following site:

http://www.ceoemail.com/
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      04-11-2013, 10:05 PM   #81
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Originally Posted by Mentos View Post
I generally find large companies operate their customer service as a war of attrition these days, so sometimes it is necessary to email the CEOs office. If not to prevent your head from becoming bludgeoned from banging it against a brick wall :/

For future reference some of you may want to book mark the following site:

http://www.ceoemail.com/
Nice, great info! Thank you!
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      04-12-2013, 09:28 AM   #82
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Nice, great info! Thank you!
NP, saved me a few endless arguments in the past
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      04-17-2013, 09:45 PM   #83
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Got a rough cold start today. Was able to capture only the last second of the video. So what they do to the car yesterday did not fix it. More over, SA never replies to my question about the "CAMPAIGN - B65 22 12 Nav Map Update". This is pretty irritating.
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      04-17-2013, 11:01 PM   #84
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Any error messages or just a rough start?
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      04-17-2013, 11:07 PM   #85
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Any error messages or just a rough start?
nope
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      04-18-2013, 09:12 AM   #86
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So after i filled up the tank. Its about 2 weeks since last msg came up. The car seems working just fine now. I also checked dealer. They told me low on fule may cause that problem. Hope it will not come up again.
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      04-18-2013, 12:52 PM   #87
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Originally Posted by Speedy_XL View Post
So after i filled up the tank. Its about 2 weeks since last msg came up. The car seems working just fine now. I also checked dealer. They told me low on fule may cause that problem. Hope it will not come up again.
I really hope that it doesn't come back because I really hate leaving car at dealership.
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      04-18-2013, 12:57 PM   #88
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Originally Posted by Speedy_XL View Post
So after i filled up the tank. Its about 2 weeks since last msg came up. The car seems working just fine now. I also checked dealer. They told me low on fule may cause that problem. Hope it will not come up again.
I'm sorry, but that sounds like Dealer-speak for "We don't know what the fuck is wrong with your car, but we have to tell you something, so here it is. Low fuel."

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