Without seeing the car. She talked to a tech and got a number,probably from memory. At bestm tried to bring it up in KSD and they probably choose different opertations or a combination of operations.

So yes - its all based on BMW information - which is the same. No - there is not a conspiracy. Its all about qualifying a sale. You don't invest time and effort with a guy on the phone who already has parts and a dignosis. You schmooze the guy who is clueless and has his car already at the shop. All part of the service business.