Regarding the comment about recording using an app... I don't think you are allowed to do that. As soon as I had asked about recording or even quoting them the representatives give a disclaimer that they are just customer reps and not mechanics. But then we only hear from customer reps. We cannot get in touch with BMWs Senior marketing team who make the decision on what to do with your case. It is a catch 22. The customer rep give you the details from mechanics but we can't talk technical details with them as they will say that we will have to talk to mechanics who never call us.
Also dealers point us to BMW and BMW tells us to go take it up with the dealers.