Broken Conrod -vehicle has 12 000km

My mother's vehicle suddenly stopped whilst driving from East London to Butterworth on Monday (21 sep). The vehicle was towed to a Honda dealer in East London. The next day , the dealer told her that the conrod was broken and that it was due to a factory fault. On Wednesday she followed up with Honda regarding , she was advised that repairs would be done and that the damaged part was ordered. On Wednesday she requested for a courtesy car but they told her that it was not their problem and that she should contact the Honda dealer who sold her the vehicle, Honda Melrose. On her before, I contacted Honda melrose , they advised me to contact Honda SA. I contacted Honda SA and they just bluntly refused to give her a courtesy car but just keep on stating that \the courtesy car is just to availability"and that we are not entitled to it. They refuse state whether or not a courtesy car is available. We have been sent from pillar to post "