Unacceptable Service

New 2015 Audi S3 sedan panoramic sunroof shatters spontaneously. Replacement ordered on 04/01. Promised within 14 working days. On 18th advised part only just invoiced in Germany. On 27th, advised part only invoiced in Germany the day before. Audi not taking ownership of problem. Requested courtesy car from factory. Denied. Have no idea if and when part will arrive. Is this the service a loyal client receives?