WRONG WI-FI ROUTER NO FEEDBACK YET-explora 2

I recently signed a contract with multichoice for the dstv explora 2. The 1st payment has been deducted, but we are entering the 3rd week now, and still no feedback from them as to when the wi-fi router they sent will be collected and replaced. I signed a contract for an explora 2, but the explora 1's wi-fi router has been sent to me, which is not compatible with the explora 2.

As a paying customer I want to receive outstanding service, not just 2nd rated service from your company. I request for the 3rd time that you arrange to collect and replace the wi-fi router that was sent to me asap................................