Roof shade developed a hole, part on backorder for 2 months

My dealer ordered a sunshade, and now it's been 2 months since they started waiting for a replacement part. They said VW admitted it is a warranty covered repair, but the part is not arriving, and they give no ETA as to when. Is it normal? Is there any customer service line to complain? When my Toyota had some warranty issues, I complained to customer service and got it escalated pretty fast, but I had no such experience with VW. Perpahs I'm calling wrong people?..