BMW Assist(R) - 'MyInfo' Troubleshooting Tips
SI B 84 10 09Communication Systems
June 2009
Technical Service
SUBJECT
BMW Assist " MyInfo" Troubleshooting Tips
MODEL
E60, E61 (5 Series) from 9/08 production
E63, E64 (6 Series) from 9/08 production
E70 (X5) with Premium Package (ZPP) or BMW Assist (SA 639) from 10/08 production
E71 (X6) with Premium Package (ZPP) or BMW Assist (SA 639) from 4/08 production
E82, E88 (1 Series) with Premium Package (ZPP) or BMW Assist (SA 639) from 9/08 production
E89 (Z4) with Premium Package (ZPP) or BMW Assist (SA 639)
E90, E91, E92, E93 (3 Series) with Premium Package (ZPP) or BMW Assist (SA 639) from 9/08 production
F01, F02 (7 Series)
INFORMATION
MyInfo is part of the BMW Assisttrade; Safety Plan. Please visit www.bmwassist.com/MyInfoFAQ for additional information. This bulletin is intended to provide diagnostic tips.
PROCEDURE
If the MyInfo service does not work, please work through the following procedure.
1. Is the vehicle eligible to receive MyInfo messages (see the "MODEL" information above)?
^ If the vehicle is not eligible, inform the customer that his or her vehicle does not support the MyInfo feature.
^ If the vehicle is eligible, proceed to step 2.
2. Is the vehicle enrolled in the BMW Assist Safety Plan? The subscriber status can be checked on DCSnet; refer to SI B02 01 06 (Updated DCSnet Vehicle History Inquiry information on BMW Assist) for more information.
^ If the vehicle is not enrolled, inform the customer that he or she must enroll in the BMW Assist Safety Plan to use the MyInfo feature. Refer to SI B84 22 05 (Reactivation of BMW Assist Services) as required.
^ If the vehicle is enrolled, proceed to step 3.
3. Verify the customer's email address. Which email address did the customer use when he or she attempted to send a destination to the vehicle?
^ If your BMW center sold the vehicle, check the Electronic Subscriber Agreement (ESA) on file and see whether it contains the same email address that the customer is attempting to use.
^ The email address can also be verified by calling BMW Assist Customer Care.
^ Did the customer have an email address on file? If not, ask the customer to contact BMW Assist Customer Care and add an email address to the account.
^ Does it match the email address on file with BMW Assist?
^ No; communicate to the customer that he or she has a different email address on file. The customer can change his or her email address by calling Assist Customer Care.
^ Yes; proceed to step 5.
Note:
Verify that there are no typos in the email address. Upper case or lower case can be ignored.
4. Send a MyInfo destination to the vehicle. See attachment (V-17-0609-8405 BMW Assist MyInfo) for the step-by-step procedure, or refer to the May 2009 Service Round Table.
5. Did the vehicle receive the MyInfo message?
^ Yes; proceed to step 7.
^ No; test other BMW Assist services for proper operation by making a Roadside Assistance call. Have the BMW Assist Response Center verify the VIN and location of the vehicle.
^ If the Roadside Assistance call did NOT work correctly, continue normal troubleshooting to resolve the issue.
^ If the Roadside Assistance call connected without a problem and the VIN and location were correctly identified, create a PuMA case for support.
6. Ask the customer where the vehicle was located when he or she was attempting to receive a MyInfo message. Is there AT&T Mobility Short Message System (SMS) coverage at the location in question?
^ No; the SMS message will be stored for up to 3 days before it is deleted. If the vehicle drives into a location with AT&T SMS coverage within 3 days, the message will be delivered at that time.
^ Yes; proceed to step 7.
7. Is the customer familiar with how to use the service and where to find the destination in the vehicle? Refer the customer to www.bmwassist.com/MyInfoFAQ.
WARRANTY INFORMATION
Information only
ATTACHMENTS
view PDF attachment B841009V-17-0609-8405_BMW_Assist_MyInfo.