A good lesson for you (if this is something new
). BMWHK is just a distributor and service center here, but don't consider they can really represent BMG AG and get the same level of expertise and knowledge.
As a BMW owner, BMW AG is the way to go. Nowadays an email costs almost nothing. I once made a complaint all the way to Germany to have someone back here to pay attention to my issue. Yap, it is absolutely frustrated but this is the way to work out.