Bad customer service.

My house got struck by lightning which affected my fiber connection. I contacted the helpdesk at Cool Ideas, and the person assisting me concluded that my router had been damaged. This was my own personal router, and because I did not receive a router from Cool Ideas when I changed service providers with them, I qualified for a free router. This was great, and I thought I will be online again in no time. WRONG! The lady said I can either have the router couriered at a cost of R200, or collect from their office in Rosebank. I opted for the latter, as this would save time and money and I need to get online asap, because I work from home. She said she would arrange with the "people" that I would be there on the Saturday morning between 9 and 12, to collect my router. I drove all the way from the Westrand to the Cool Ideas office. Arrived there at 11am, just to find, the offices locked. I contacted Cool ideas again, to be told that everyone is working from home. After expressing my frustrations, I asked to speak to a supervisor. I spoke to a supervisor (wont mention names). She was very helpful and assured me that she will personally uber my router to my house, first thing on Monday morning. She assured me that I would have my router no later than 8am, when I start work. Well it is now 9am on Monday morning and no router, no follow up call, just nothing. For this reason, I will change service providers to someone who value their clients, even the small ones.