Waiting for Rica department to help

Good Afternoon. I had a bit of a bad experience calling a Cell C shop(Golden Acre) earlier this morning. What upsets me is the fact that my call was answered at round about 9h00 and when I called back at 11h30 there was no answer. In fact their shop's phone never went to a voicemail service or answering machine for me to leave my enquiery.I tried another 3 times and the phone was literally dropped in my ear. My concern is that I am a new contract holder and have had a MTN account all along.Should I be happy with this treatment?I dont think so and this goes for any other subscriber or Cell C client. Where was the manager of this shop? I was told from their customer service line that I had to wait untill Monday before I could Rica my sim.So how will I know if my device ZTE Router works if I have to report a out of the box technical issue or fault within 24hours?