Poor service from VW Ermelo

The Air Conditioner of my 2016 Polo TSI went faulty. I did not think that it would be a problem, seeing that the vehicle is covered for 3 years / 120 000 KM. I stay in Ermelo so I have made a booking at VW Ermelo. I bought my Polo at Benoni Citi Volkswagen Mastercars, but all my services were performed at VW Ermelo. The vehicle is currently at approx. 75 000 KM. The vehicle was booked in at Ermelo on Tuesday, 6 November 2018. At 09:11, Mr Sihle from Services phones me to inform me that they have found the problem on my vehicle and the cost to me will be R8120.15. I said to Mr Sihle that for the type of problem with the Air con, the warranty of the vehicle should cover the repair. Mr Sihle informed me that the vehicle is out of warranty since Aug 2015. I explained to him that the vehicle was only registered on 11 January 2016, so it is impossible for the vehicle to be out of warranty. Mr Sihle informed me that I must phone Benoni Citi Volkswagen Mastercars to sort out my issue. I phoned Benoni Citi Volkswagen Mastercars and the salesmen informed me that the repairs would not be a problem and that they can do a goodwill claim. At 10:51, Benoni Citi Volkswagen Mastercars informed me that they have informed VW Ermelo that they can carry on with the work and supp**** them with a reference number for a goodwill claim. They gave me the contact person's name at Benoni for if something goes wrong. I phoned Mr Sihle and gave him the contact details of the personnel at Benoni VW. I was very happy and confirm that we are all on the same page. Mr Sihle confirms that they will take it from there. At 15:11 that afternoon, Mr Sihle inform me that his manager is not approving the goodwill claim and that I must take my vehicle to the VW garage in Benoni where I have bought the vehicle for repairs. I informed Mr Sihle that I am not happy with the feedback but I will inform my wife to go and fetch the vehicle. Approximately 10 Min later, I decided that I am not happy with the feedback from VW Ermelo. I phoned to switchboard and I could not get hold of Mr Sihle. A Mr Richael answered and informed me that Mr Sihle is not currently available. I explained to Mr Richael the issue and he informed me that he was not aware of the problem and that he will return my call. At 16:16, Miss Henriette returned my call. She tried to explain to me why VW Ermelo could not repair my vehicle but that they will try to assist me. I said to her that I have bought a VW and that I understand processes and procedures but internal issues must be sorted out internally. As a customer, internal procedures are not my problem. I don't think it is fair for a garage brand like VW, to send me back to the garage where I have bought the vehicle from, just because I have not bought it from VW Ermelo. During our conversation, Miss Henriette informed me that she will sort out the warranty issue and phone me back before 11:00 the following day. On the 7th of November I phoned Miss Henriette to request an update on the progress of the repair. She informed me that everything is sorted out and that all spares are on order. I will receive my vehicle latest Friday, 16 November 2018. I was very happy and thanked her. On Friday the 16th, I phoned VW Service department at 16H30, to request an update on my vehicle without any success. A gentleman (whose name I did not get) informed me that he will phone me back within 5 min. This never happened. I arrived at the garage at 16H55, just before closing. This is when one of the Service personnel informed me (very politely) that they are still waiting for the spares of the air conditioner. I asked him what happened and why I have not been informed of the problem. My vehicle was standing outside in the sun for 4 days and leaving me without a vehicle relying on other people to drive me around. He said that he is very sorry, but I was not impressed. I asked him what the way forward will be. He informed me that I can leave the vehicle or take it. I asked him what guarantee I have that the spares will be delivered on Monday the 12th. He indicated that it is not possible to give me that guarantee. I decided to take my vehicle and not leave it at VW until they contact me, informing me that the spares are ready for fitment. The issues that I have with VW Ermelo are as follow: 1: At first VW Ermelo informed me to take the vehicle for repairs to the VW garage where I have bought it. I think this is ridiculous and unacceptable. If this is how VW honour its warranty (only at the garage where you purchase the product), this will be my last VW. 2: VW Benoni have informed me on Tuesday the 6th at 10H51, that they have issued VW Ermelo with the warranty reference number to carry on with the work. Mr Sihle informed me at 15H11 that I must take it to Benoni VW. Why could VW Ermelo not sort out the warranty issue on the first day and only after my complaint, starting to resolve the issue? 3: Miss Henriette confirmed on the 7th that everything is sorted and that the items are on order. There was NO communication from VW Ermelo after that. Friday the 12th at 17H00, I got the surprise of the vehicle not been repaired. Then the Service agent can't inform me on when the items will be delivered. Don't VW have a tracking system on their orders? 4: I currently have the vehicle, and just hope that I will be informed when the spares arrive. It seems like VW Ermelo has no plan or follow up strategy.