Poor service at Ford

My mom's Ford Kuga broke down on the 15th January 2016. It was towed to Ford at Newcastle and up to this date nothing has been done to the car. We have been told that they are waiting for a specific tool or spanel from Durban in order to look at the engine. This was 3 weeks ago and till today nothing has been done. My mom has been inconvenienced all this time.