Don't let them say they will call you back. Just hound them, and keep calling them till they listen. I had a similar customer service issue with the VW dealer up here, and had a gut full of it. If you have a problem with your car and it is under warranty, the have an obligation to fix it. Keep calling them, write down the name of who you spoke to, and refer it to VW Australia if you have any dramas. Record of conversation is your friend.