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So it took BMW 4 and a half months to resolve this, I have to say it was a masterclass in how not to handle a customer complaint.
I had to chase, chase and then chase more, the only time they made ANY progress with it was when I threatened them with a claim for breach of contract in the small claims court. Other than that very little effort was made to push a resolution for me.
It turns out that connected drive and customer services have an aversion to talking to each other also, if that had not been the case this probably would have been resolved two months ago!
I think today I struck luck and spoke to a lady that just knew how to get things done.
I would hate to have a seriously big problem with the car that needed me to go through the complaint process.
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