Poor Response and Empty Promises

On Monday, 29 April 2019 my car had went in for fault finding at another dealer for an issue I had reported twice in the past and my service dealer then could not identify. I was later called by the service advisor telling me that they had identified the issue and was preparing a quotation to have my vehicle repaired. Naturally, having a maintenance plan on the vehicle and having reported the issue in the past, I was not hearing having to cover the cost on my own. My new service advisor suggested logging a case with BMW customer support which I proceeded to do. A gentlemen by the name of Ali assisted me and said that he will call me back within 24 hours with an update. As no feedback was provided by close of business, Tuesday, 30 April 2019. I went to the dealer to collect my vehicle. I then called BMW customer service to follow up on Thursday, 02 May 2019 and was assisted by Pency, who spoke to Ali and informed me that Ali was busy on a call and would call me back to provide and update. It is now 17:43, 02 May 2019, 72 hours later and nobody has contacted me.