Afrihost refuses to help

My router just stopped working and i made a request for a new one which afrihost said i could complete online and it would take a week for delivery or repair before i could get back online. My family desperately need an internet connection for work purposes. But when i went to their clientzone it refused the request and i had to speak to a second consultant. This time i was told i would have to wait up to two weeks for them to collect and test before they even thought of sending a new one which would sort the problem immediately. The router is broken, why would i contact them of it wasnt? Instead of just sending me a new router they insist on extending the process and making my life extremely difficult for no vaild reason. Terrible and poor customer service