Poor customer feedback

Liaan was contacted last year for a paint defect I observed on my 2008 VW Golf GTi. The car was purchased new and has not been involved in any accident. VW has a 12 year anti corrosion warranty. I observed that there were 2 similar cracks on the weld seams on the roof close to the top boot lid. The paint was cracked and there appeared a rust discolouration. On 20th October 2015, Liaan and I visited a panel beater to confirm the defect. I contacted Liaan for feedback and was told he was waiting for the factory to come back to him. Months have passed by and I have not been contacted as yet. Totally unacceptable. Is VW attempting to not take accountability for this legitimate claim!