BMW of Mamaroneck

I took the car in for regular service and a clunking noise in the steering rack. By the end of the appointment I was told that this is normal and other cars display the same phenomenon. I asked to hear another car making the same noise - they couldn't reproduce the noise. I was then told that my car has 20K miles, has "settled" and I cannot expect a new loaner to make the same noise. I told them I consider the problem unsolved and to put a note in my record file to that end. They told me they can't do that and that I am free to take the car to another dealer (I leased the car from them).
I then researched the problem for five minutes and it turns out that this is not an uncommon problem, BMW used to replace the entire rack but they now have a repair kit that costs about $35. ***
What can be the cause for this unprofessional behavior?
1. BMW is putting pressure on the dealer to reduce warranty costs. This is a terrible way to manage the brand but maybe BMW of North America decided it is not worth managing the brand anymore.
2. BMW does not want to acknowledge that the much criticized electrically assisted steering rack wears out after 20K.
3. The service department of this dealer is utterly incompetent.
Whomever is at fault, shame on them.

I picked up my New Vehicle on 3//20 from Dealership in question & was given only 1 key. They informed me that the other key was at another dealership & would be mailed to me along with the vehicles book. Due to COVID19 they closed that day & told me not to be concerned that I would receive my key & book by mail. I reached out in April to my sales rep & the manager who assured me that as soon as they open I would receive the key & book. I then called in June trying to find out once again when will I receive my key & book I was told by the sales rep that he emailed the person who has the key & book & is waiting to hear back from him. Another week goes by I call again I am then told that the sales rep is going to order another key because the person at the other dealership has not responded to him. The sales rep then calls me this month July & says he is waiting for the key & I can come & get it or he can mail it to me when it comes in. Another week goes by then I call to speak to a Manager no manager is available. The sales rep then calls me & leaves a message that he has the key & part of the book but is waiting for the 2nd part of the book. It is now 4 Months & I still do not have my 2nd key or the book. Thank God I did not lock the key in the car or loose the key because I would’ve been in trouble. This is the 2nd vehicle I have leased thru this dealership & never had a problem like this. It is truly unacceptable at this point. The Manager could’ve contacted me he is well aware of what’s going on. He left it to the discretion of the sales rep. The Moral of the story is today is July *** 4 Months later & I still don’t have my 2nd key or Book!!