I bought my first new BMW in 1994 and I have owned nothing but BMW’s ever since. That first one was a 325i that I put over 200,000 miles on before I passed it on to my son. My next one was a Certified Pre-Owned 540 6-speed that I bought in 2002 and drove for a year before I bought my next new BMW, a 2003 X5. Again I put over 200,000 miles on that one before I passed it down to my daughter and bought my current model – a 2011 X5 35d. I custom ordered this vehicle. It has almost every option that BMW offers. (I got it just the way I wanted it!) Over the years I have had nothing but good things to say about BMW. People ask me all the time “how do you like your car” and I consistently sing their praises and try to dispel the myth that they are expensive to maintain. I bought my new 2011 X5 35d expecting it to provide the same long service life that I have enjoyed with all of my previous BMW’s. The only real problem I experienced until recently was a bad EGR cooler. (This part has since been redesigned and replaced by BMW.) My EGR cooler cracked and constantly leaked black soot into my engine compartment. I contacted BMW customer relations for help with the replacement of the part but they would not agree to help me so after months of black soot I broke down and paid to have my EGR cooler replaced with the newly designed part. One week later I was informed by my BMW service department that I have a blown head gasket. They quoted me $19,970 for a new engine, installed. My car has less than 120,000 (mostly highway) miles on it. It still looks brand new. I have changed the oil religiously and taken extremely good care of it. I was looking forward to driving this car for a long long time. This just does not make sense. I have done everything I know to do to take great care of this car (even replace updated parts) and the next thing I know I need a new engine? I don’t know if there is any link between the replacement of the newly designed EGR cooler and my blown head gasket but as a loyal, long term BMW customer I can't help but think they would help me out if I got my story in front of the right person. We have all heard stories of people who had a bad experience with a brand who have vowed never to touch that brand again. I do not want that to be the case with me and BMW. I really don’t. But as you might imagine right now I am concerned. Does anyone have access to a contact at BMW that might be able to help?