Dealing with problems in the service advice area

In the majority of cases, customers will not want to be without their terminal device for long periods of time. This is a particular challenge for service employees, because the terminal device cannot always be available in the workshop for diagnosis. The service employee should still ask the customer to make his terminal device available for the entire duration of the diagnosis. If this is not possible as far as the customer is concerned, the service employee must perform the self-diagnosis again together with the customer. The diagnostic information that is acquired forms the basis for troubleshooting.

Detailed information can be displayed by pressing the information button at the bottom right of the terminal device display (1).

Fig 1: Display - Information Button Screen

Courtesy of BMW OF NORTH AMERICA, INC.

An alphanumeric test code (1) containing all of the available diagnostic information is generated by the self-diagnosis.

Fig 2: Identifying Alphanumeric Test Code

Courtesy of BMW OF NORTH AMERICA, INC.

The test code contains the following information:

Example: 234 - 51y - 221 

• Position 1:  Version of the test code
• Position 2:  Results of self-diagnosis
• Position 3:  Terminal device model
• Position 4:  Terminal device software version
• Position 5:  Terminal device software version
• Position 6:  Terminal device software version
• Position 7:  Application software version
• Position 8:  Application software version
• Position 9:  Application software version

The following steps must be performed when providing service advice: 

1. Record a detailed description of the problem.
2. Check the terminal device for compatibility and possible functional restrictions.
3. Disconnect terminal device from vehicle.
4. Check for possible availability of software updates for the BMW Connected application on the terminal device.
5. Have the customer perform a software update if necessary.
6. Perform self-diagnosis. The procedure is described under Troubleshooting. 
7. In the event of problems, also check the appropriate self-diagnosis information.

If the cause of the fault does not lie in the terminal device that has been used or the connection to the vehicle, a works order must be opened. The test code from the self-diagnosis must be documented on the works order by the Service Advisor. The test code is strictly necessary for passing all of the information to the workshop. It contains the basic information for performing a diagnosis without a terminal device. Successful diagnosis in the workshop and settlement in warranty cases are only possible if the test code is provided.