No feedback as promised

My car (CYZ010EC) was booked in (Advisor named Kevin) for clutch repairs on Wednesday 12 Aug 2015 (towed in at 11h30). Appointment was confirmed for Thursday 13 August by sms on Wednesday evening 21h04. I was promised a quote by Thursday morning, only received Thursday afternoon 17h15 after many unanswered calls. I was told that repairs will only be done on Monday 17 August as parts needed to be ordered. During the afternoon while waiting on Kevin's promised call, I also left a message for the Workshop Manager (Mr Scheepers) to return my call made to him at 16h20 - 5 days later I'm still waiting. Kevin again promised me a follow-up call by Monday morning (17 Aug).<br> <br> No feedback on Monday 17 Aug. I reported this dealer to Volkswagen Head Office by fax on Monday evening. I phoned Kevin again on Tuesday (today) 18 August at 09h10 - no answer. I again tried to speak to the Manager, Mr Scheepers - not available. I again left a message for him to urgently return my call - that was nearly 3 hours ago. Still NO RESPONSE!!!! What's Happening ???? Is this what you call Good Customer Service??? They can do what they're doing because they've got a monopoly in East London.