VW No longer the peoples car

The transmission on my VW failed and had to be towed to the nearest VW workshop NTT Stellenbosch. The repairs took 10.5 days. I was told that they could not offer me a courtesy car as they only had one and it was booked out for 4 weeks. I then tried requesting one from VWSA as the car is under a maintenance plan and my previous experience with other VW dealerships was different i.e they provided a car for me to use, They were unhelpful and unsympathetic as well, basically said each dealer does things their own way and they have no control over them. Any way almost two weeks later and about R4000 worth of Uber and car rental costs i have my car back but with a a bad taste in my mouth. When did VW become an non customer centic organisation that just passed the back?