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I wouldn't hold out much hope with VW GB either, bearing in mind both the general publicity of the last few years and an experience I had about 15 years ago.
My last VW (bought new from the local main dealer, whose standards of customer service then were disappointing too) was a Mk4 Golf GT TDI, which was generally an excellent car that combined great performance, economy and comfort, but twice or thrice suffered the window dropping problem (caused by weak plastic clips), for which they were well-known.
Having found on a US website that VW US were replacing the defective mechanisms there foc up to 7 years under an extended warranty campaign, I wrote to VW GB. They didn't reply in writing, but I was telephoned by a nasty, condescending woman, who lied to me that the US and UK market cars were different and therefore the US point was not relevant.
She also told me that I was a bad customer, in whom VW had no interest, because I did not use their dealer for servicing. (I had serviced that car myself, right from new, because of distaste with the dealer buying experience. My usual habit is DIY servicing from late in the warranty period.) She repeated that, despite my angry protestation that I was a repeat (new) VW owner, and that there were several other (new) VW/Audi owners in my near family.
Our conversation degenerated into an argument, and I have never had another of their products since!
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