9/28 - Fresh Information from BMW NA Regarding the Oil Pump Recall

[AGS]

Rather than add-on to the dedicated oil pump thread, I started a fresh thread to increase the visibility of this recently received information. I just spent 45 minutes on a call with an executive at BMW NA (more senior than the customer service representatives) regarding the M5 oil pump recall. Here’s what I learned:

- He confirmed that BMW received a batch of bad oil pumps from their supplier. The problem is related to the impeller shaft, which was either not manufactured to spec or was manufactured with faulty material. The issue causes either the impeller shaft to break or to become separated from the impeller, resulting in the sudden loss of oil pressure. BMW believes, but have not yet verified, that there is no “in-between” – i.e., if it’s working, it’s providing full oil pressure and there is only a loss of oil pressure in the case of a failure of the pump. Therefore, people should not be concerned that damage was done as a result of lower than spec oil pressure unless a low oil pressure warning light was triggered.

- The oil pump manufacturer is currently supplying oil pumps that have this issue corrected, so any cars currently being produced are getting a good oil pump. M5 production has not been halted.

- BMW has its supplier running overtime to produce as many oil pumps as possible. Since production cannot be halted (the M5 is produced in-line with all other 5 series models so shutting down the line is not feasible), oil pumps need to supply both the regular production needs as well as the oil pump recall needs. This is why BMW has not been able to provide a definitive timeline of commencing with the replacement process; they are just getting as many pumps as possible as quickly as possible.

- I explained to him that most of the M5 community understands stuff like this happens, but the lack of information and the inconsistency of the little information that is flowing is exacerbating the situation and infuriating their customers. He understood that and regretted they could not be more communicative. He noted that within 24 hours of learning from the engineering team about the issue, management had marshaled all available resources (including a customer service team in Ohio that he admitted were not as well trained as their counterparts at the NJ HQ) to call owners and have them stop driving immediately. When the calls started last Friday, they literally had no tangible information about the timing of the replacement pumps – they are just starting to get a handle on that now.

- As of right now, BMW thinks they will be receiving the first batch of replacement pumps on October 1st. He did not know whether this was in Munich or here in the US. Once received, they will begin the replacement process immediately in a manner that “fixes as many cars as possible as quickly as possible”. The location of replacement (dealer vs. VDC) will be determined on a case by case basis. For most owners who have already taken delivery the dealership is the likely location, and for those whose cars are at the VDC or on a boat, the VDC is more likely. I asked whether the warranty would be extended on the oil pump and the oil pan gasket and he said that is being evaluated and noted something like that was done with the issue they had on the M3s.

- He confirmed that a special, high-viscosity break-in oil is used in M engines. If the work is performed by the dealer, they will receive the necessary break-in oil along with the new oil pump. The VDC is fully equipped with this oil at all times.

- On the compensation front, he noted that would be handled on a case-by-case basis. He understood my observation that some form of compensation would likely be required, but he was obviously very tight lipped on this topic and only said it was “under consideration.”

- My primary area of focus was obviously the oil pump recall, but I also took the opportunity to ask about the removal of adjustable side bolsters and auto high beams from the F10 M5. He did not know why these features were removed, but confirmed the adjustable side bolsters are not available on any F10 5 series cars, and the auto high beams are available on all F10 5 series cars except the M5.

- He agreed to talk with me again on Monday or Tuesday next week so I can get an update on the timing of the replacement oil pumps, as well as the rationale behind the deleted features if he is able to learn why they were omitted. I will report any additional information I receive.

[M54ccibo]

Thanks AGS.

[RPiM5]

Excellent AGS, this goes along with the information that I have posted about the side bolsters.

One issue that I have already though of, is that since my M5 is Euro Delivery and I have already done the Break-In Service, I will not need the High Viscocity Engine Oil, and should therefore inform my dealer to make sure that the VDC does not put in the Break-In Oil verses the regular 10W-30 oil when they do the oil pump replacement.

Thank you for the information and update. Having gone through all of this, BMW should try to learn from this and improve its Customer Relations program.

[Bimmer6]

Originally Posted by AGS

Rather than add-on to the dedicated oil pump thread, I started a fresh thread to increase the visibility of this recently received information. I just spent 45 minutes on a call with an executive at BMW NA (more senior than the customer service representatives) regarding the M5 oil pump recall. Here’s what I learned:

- He confirmed that BMW received a batch of bad oil pumps from their supplier. The problem is related to the impeller shaft, which was either not manufactured to spec or was manufactured with faulty material. The issue causes either the impeller shaft to break or to become separated from the impeller, resulting in the sudden loss of oil pressure. BMW believes, but have not yet verified, that there is no “in-between” – i.e., if it’s working, it’s providing full oil pressure and there is only a loss of oil pressure in the case of a failure of the pump. Therefore, people should not be concerned that damage was done as a result of lower than spec oil pressure unless a low oil pressure warning light was triggered.

- The oil pump manufacturer is currently supplying oil pumps that have this issue corrected, so any cars currently being produced are getting a good oil pump. M5 production has not been halted.

- BMW has its supplier running overtime to produce as many oil pumps as possible. Since production cannot be halted (the M5 is produced in-line with all other 5 series models so shutting down the line is not feasible), oil pumps need to supply both the regular production needs as well as the oil pump recall needs. This is why BMW has not been able to provide a definitive timeline of commencing with the replacement process; they are just getting as many pumps as possible as quickly as possible.

- I explained to him that most of the M5 community understands stuff like this happens, but the lack of information and the inconsistency of the little information that is flowing is exacerbating the situation and infuriating their customers. He understood that and regretted they could not be more communicative. He noted that within 24 hours of learning from the engineering team about the issue, management had marshaled all available resources (including a customer service team in Ohio that he admitted were not as well trained as their counterparts at the NJ HQ) to call owners and have them stop driving immediately. When the calls started last Friday, they literally had no tangible information about the timing of the replacement pumps – they are just starting to get a handle on that now.

- As of right now, BMW thinks they will be receiving the first batch of replacement pumps on October 1st. He did not know whether this was in Munich or here in the US. Once received, they will begin the replacement process immediately in a manner the “fixes as many cars as possible as quickly as possible”. The location of replacement (dealer vs. VDC) will be determined on a case by case basis. For most owners who have already taken delivery the dealership is the likely location, and for those whose cars are at the VDC or on a boat, the VDC is more likely. I asked whether the warranty would be extended on the oil pump and the oil pan gasket and he said that is being evaluated and noted something like that was done with the issue they had on the M3s.

- He confirmed that a special, high-viscosity break-in oil is used in M engines. If the work is performed by the dealer, they will receive the necessary break-in oil along with the new oil pump. The VDC is fully equipped with this oil at all times.

- On the compensation front, he noted that would be handled on a case-by-case basis. He understood my observation that some form of compensation would likely be required, but he was obviously very tight lipped on this topic and only said it was “under consideration.”

- My primary area of focus was obviously the oil pump recall, but I also took the opportunity to ask about the removal of adjustable side bolsters and auto high beams from the F10 M5. He did not know why these features were removed, but confirmed the adjustable side bolsters are not available on any F10 5 series cars, and the auto high beams are available on all F10 5 series cars except the M5.

- He agreed to talk with me again on Monday or Tuesday next week so I can get an update on the timing of the replacement oil pumps, as well as the rationale behind the deleted features if he is able to learn why they were omitted. I will report any additional information I receive.

Thanks for the great update!

[thebishman]

Great update. Thanks for your work informing the board about this.
Bish

[bradone1]

fantastic and very thorough findings... best yet. thank you for your diligence with this, AGS

[Swashplate]

Buy this Man a Pint!

[SleepTight]

Nice work. Thanks for providing this information. It would have been nice if BMW NA had done this on their own but I'll take more information where I can find it.

[Tigumz]

Appreciate the information. Thanks!

[727jbh]

Thank you for the update. I really appreciate you taking the time and relaying this information to all of us with this problem.

Again, THANK YOU!!!!!
John

[PatrickC23]

Great info - BMW should compensate you for putting many in this forum at ease.

[BLACK MARKT]

Appreciate the info ...

[hsiaochinsan]

Thank you for the info. Great job!

[Niko1414]

Gold star 4 sure. Great info!

[Rad67]

Thanks so much for the very comprehensive update. As one of those looking forward to an ED next month, I've been very curious to here how the delivery schedule has been impacted--which based on what you've detailed, seems to be less of an issue so far. I can only hope that the problem has been properly sorted, but truly feel for anyone who's been negatively impacted thus far.

[Porsche997Techart]

Great update - thanks

[hsiaochinsan]

Thank you for the info. Great job!

[uhn2000]

Thanks for the update!

[BLACK MARKT]

Just got a call from my dealer and they said I should have my M5 back next week ...
Let's see ...

[cmhsam]

Originally Posted by BLACK MARKT

Just got a call from my dealer and they said I should have my M5 back next week ...
Let's see ...

The power of Platinum! What did he base his info on to you!

[cpiguy]

Originally Posted by cmhsam

The power of Platinum! What did he base his info on to you!

Same question, based on what? We're chomping at the bit for more details. So far one member has posted that they were told they could continue driving the car until the pumps arrive, and now another had been told next week.

I have a special relationship with my dealer and I'm being told that BMW has officially told them nothing, period! More info pending in the next couple of weeks. I've read everything AGS has said and truly appreciate him disseminating the info, but we're still getting mixed info from our dealers.

Having run large technology companies over the years, the lack of official information from BMW to their customer base is shameful. JMO

[racer10]

Originally Posted by cpiguy

Same question, based on what? We're chomping at the bit for more details. So far one member has posted that they were told they could continue driving the car until the pumps arrive, and now another had been told next week.

I have a special relationship with my dealer and I'm being told that BMW has officially told them nothing, period! More info pending in the next couple of weeks. I've read everything AGS has said and truly appreciate him disseminating the info, but we're still getting mixed info from our dealers.

Having run large technology companies over the years, the lack of official information from BMW to their customer base is shameful. JMO

Believe me I understand your pain. IMO what's happening is that BMW is trying (it could be management by hope) to have the replacement pumps (all / some? ) here in the U.S. by sometime Monday , then they have to be allocated and shipped to the respective service centers . I believe that is what the above message has learned . BMW M division is not directly putting out information because they don't want to get caught short again , if something happens (management by hope ?) . Sorry I can't help being sarcastic at this point.