Terrible service/no courtesy car

We purchased a used Audit A3, TFSI 1.4, in January 2018. On 19 April 2018, the car broke down. Audi Assist was quite good in arranging the towing of the car to the nearest dealership being Claremont. Claremont Audi is terrible at returning calls and keeping s informed of what is wrong and when a courtesy car will be made available. After numerous calls, we find out that the car's gearbox has broken down and part needs to be ordered from Germany which would take 3 weeks. The car is still under maintenance plan and warranty and hence Audi SA should give us a courtesy car. Today is 2 May, 2 weeks since my car broke down, and I have no clarity on when I will be receiving a courtesy car. Whenever I call Audi's call centre, they say they will call back and they never do. I have lost hope in the Claremont dealership as they dont return calls and they dont place any urgency on the matter, even though we have now been inconvenienced for 2 weeks without a car.

How is it that a German brand can have this reputation in South Africa. I never expected this and have to say this experience has turned me off AUdis for life.