The nearly 400 independent North American BMW and MINI dealerships are spread all over the US, which makes it challenging to get specialist knowledge anytime anywhere. Despite being very well trained, service technicians, in difficult repair situations may require additional help and need to pause their current task until they receive support.
This puts a significant burden on the technical support engineers, who need to travel to the individual dealerships to provide the necessary assistance. In these cases, customers are left without their car and may require dealers to provide a replacement vehicle. At the same time the technical support engineers waste lots of time on the road, that could be used in helping their colleagues with their expertise.