No Customer Service despite numerous calls

My car broke down yesterday afternoon. I contacted the after hours contact centre at 4:30 to report the breakdown as my car is only 2and a half years old. My preferred dealership was full so the agent had made arrangements for my vehicle to be towed to Weiss VW and had made arrangements with service manager Fran?ois to drop us off at home. Needless to say the tow truck arrived at 6:45 but no courtesy car. We had waited until 7pm last night then took a lift hone with the tow truck. This morning I called the dealership to enquire abt my vehicle and no one knows anything. I enquired about the vehicle hire which vw covers upto 48hours and Fran?ois denies this. The vehicle hire is one of the benefits of purchasing a new vehicle and is stated so in the warranty book I received. Fran?ois is supposed to get back to me but several hours later I still do not know what is wrong with my vehicle. In the interim I called twice for him and he hasn't returned any of my calls. Denying me vehicle hire is in fact breach of contract as this is clearly stated in the manuals I received when I purchased my vehicle. Their customer service is pathetic as I explained to them that I need to get to work.