I can't get into specifics, but in the course of running my business I had a very high profile customer with a complaint on his wife's BMW and he was unfairly putting extreme pressure on me to solve his issue very quickly. I sent Bill Stuart an email and four days later the problem was solved. I owe him a great debt of gratitude and I did thank him by email be he personally called me on Friday to tell me the problem was solved and he thanked me for bringing it to his attention!!! What an amazing guy and again, a true asset to BMW.