You sold us a brand new broken car....

My Mother bought a brand new polo TSI that broke down within 2 months. The car was taken to the dealership and has been there for 3 months. The case manager is a lady by the name of Siyamthanda Sonjica who received a formal complaint from my mother and ignores it. She gives no feedback and has no sense of urgency and honestly does not even show any empathy for this situation. She is not following up on anything and gives no feedback. Why sell a broken car and why do we have to suffer so much to receive a service from you for a brand new car that is broken ...... can someone HELP