Online Customer Service | Quality & Response Times

From an online perspective, the response time and quality of service is shockingly poor, yet they're rated dealership of the year 2017. Below are my reasons:

1. I submitted an online enquiry on 27/11 for a pre-owned vehicle but didn't receive any response for that. 2. I sent a message to their WhatsApp group on 27/11. My messages were quickly acknowledged however, I did not hear back from the assigned sales rep, despite my follow ups and it is now 2 days later. 3. I called in telephonically on 27/11. I spoke to someone who appears to be a brand specialist. She quoted me on the same day, but not on what I wanted to be quoted on. I informed her that I wanted to capitalise on the promotions(trade assistance + a higher trade in value and be quoted accordingly). She advised that she wasn't aware of the trade assistance promotion, so I sent her the screenshots of the adverts on 27/11. Since then, despite following up, I've heard nothing with regards to the adverts I've enquired about and whether a deal can be made for me or not.

This is extremely disappointing considering that I'm an existing VW client.