Interested to hear you ahd similar issues to mine. 7 weeks tommorow since i took it in . They have put a new control unit and aerial this week but still not resolved . Interested to hear you had escalated to the complaints department at VW UK. Were there details easy to find as I can't seem to find them on the Web?
I initially contacted
customerservices@volkswagen.co.uk to complain, they are of little use really, only offering generic platitudes, but do issue a case number for the complaint. After about another week of chasing the dealership I complained again to customer services followed by an email to Alex Smith, Managing Director of Volkswagen Group UK. These emails appear to be intercepted by VW and passed on to the Executive Office whereby I was assigned a personal assistant to manage the case. She stayed in regular contact with the dealership and technical Germany to try and resolve the problem and also agreed to my request to arrange a meeting with the dealer for the purpose of arranging a possible buy back of the vehicle. She was very helpful but admitted that ultimately she had no power over technical Germany to expedite a fix from them. However, her constant badgering of the dealership may have helped focus their attention. The email address for the executive office is
executive.office@volkswagen.co.uk although they may insist you go through the regular customer services route first. Many other forum members have reported a similar upgrading to the Executive Office to address long term problems and complaints for a variety of issues.
I would just add that the Service Manager at my dealership always maintained, in his experience, that VW technical Germany would fix the problem as they have no other alternative and in his experience this would happen, but that ultimately we sat in a long queue of problem cars with problem software issues for VW Germany from around the world (too many) and it took a long time (too long). He was right, after more than two months I got the phone call that VW technical had cracked it and the car was ready to collect, it has been fine ever since.
I hope you ultimately have a similar outcome and that you have been supplied with a suitable courtesy car whilst your vehicle sits waiting for a fix, I know how frustrating the whole saga can be.
Good luck