Disappointed
Poor customer service
Purchased the top spec unit based on other reviews; it came quickly, but the packaging was poor and there were zero installation instructions and not even information about the contents of the package (there are several cords i had no idea what they were for). I got it all installed and ran multiple wires throughout the interior dash and center console (AUX, USB, GPS, etc..) but the OEM system would not display. After contacting the whatsapp support, they informed me that they sent me a model for the wrong idrive version (id5 instead of id4) despite me giving them my VIN and the head unit information beforehand. They offered to exchange it, but it took a couple days for them to provide a return label, then another week for them to recieve the original unit, and then they still delayed sending the new unit even after the return was recieved. This was supposed to be a Christmas present, and when I respectfully expressed my dissatisfaction with the lack of urgency to complete the exchange, they responded with many excuses about being one Asian company among thousands, in a warehouse with thousands of packages, and then tried to blame me for not telling them my idrive version even though they never specifically asked for that information and I had given them the VIN and head unit info originally. What is the point of giving the VIN if they don't verify compatibility? Then in their same response, they retaliated against my feedback by deciding to auto cancel my exchange. They did refund me in full (minus my packaging costs to return the item). At this price point, I expected a bit better customer service and more maturity when dealing with customers. From this experience with BimmerDirect I can only imagine how poorly they might respond to warranty related issues. Very poor customer service in my opinion. I ended up going with another manufacturer and got my product quicker and for half the price, with better support.
Response from Bimmerdirect - EuroDirectDec 29, 2025
Maybe try telling the truth next time. In fact you reported our last reply to you here because it had screenshots of the emails exposing the truth. We had to reach out to TrustPilot to send them the emails directly and they allowed us to repost the below. 1. You sent a year and VIN range for a vehicle that produced NBT EVO using the BMW official decoder. We sent you ID5 EVO. If your cars spec sheet is inaccurate and you are too careless to specify ID4 or ID5 at checkout like instructed, then you can not be surprised when sent exactly what your VIN instructs. 2. You did not tell us that you had ID4. WE informed you that YOU had ID4 after you received the item and contacted the free tech support line, and finally showed OUR tech your factory software. 3. Your return was received on December 22nd at midnight during the holiday season... In A US warehouse. A day later, you sent an angry email during Christmas, a time when any person with functioning logic would know logistics companies like UPS, USPS, etc. are not open for business. They do not work for us and you must live in a fantasy world if you think they're going to open their doors on Christmas Eve to inform us that the almighty "Disappointed Dan" has returned his package from Asia. Despite this, we replied to you on Christmas Day a few hours later and refunded the order. You were also sent a return label roughly 36 hours after being told you would, and were told this directly. This is not rocket science or anything ground-breaking. This is pretty standard, especially for overseas packages where customs paperwork is done for you. 4. 8GB device at "half the price" is comical and we am sure the specs are spoofed as they typically are in that price range. Knowing that we are only 1/3 large manufacturers of these devices (none of which sell devices for that cheap since the cost of good RAM is especially increasing worldwide), we also know you will never receive a single update and can prove it as spoofed devices are routinley made for persons exactly like yourself. Gloating about a 2GB device spoofed with 8GB software parameters to a manufacturer is a special type of comedy. 5. "Packaging is poor" when the box is a custom, stylish package with clean M// theming, screen protectors on the device and thick foam bolstering on each side is hilarious. Do you know that people can readily see our packaging correctly? 6. "Ordered from another manufacturer" when you were just refunded a few days ago, and all manufacturers are also in Asia, is comical. Receiving a device from a made-up manufacturer during the holidays and almost overnight is impossible and also very comical. Asian companies ship packages in large pallets via the sea. 7. The other thousands upon thousands of worldwide customers who can think logically have benefited from the warranty normally. You were even refunded two days after the device arrived. You may be used to being to lie without correction, but do not be surprised when the truth is presented as it is above. "Retaliation" is knowing all of this above, deciding to come here in an angry fit, and then try to report the reply showing screenshots which exposed that you did not tell the truth. Regards Xiang