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Knowing how most dealerships work this isn't making sense... Not doubting you but. You had the key and the car drove away..?? Usually the second key is kept locked far away and hard to access.
The GM usually has his head in the clouds and will just delegate on. Most BMW dealerships have a manager of the service department that oversees loaners and would be the better to talk with.
BMW HQ will typically not be of much assistance.
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