Problem with VW Polo ignition

My daughter drives a VW Polo which we bought new from a dealership in Stellenbosch. Last year the key broke off in the ignition. This left her stranded, she was not able to lock the car, nor was she able to roll the windows up. She had to wait for me to courier a spare key to her. She called VW roadside assistance and they told her this is a common problem. VW have refused to give her a new key.