No Feedback on Repairs/Bad Service

I've experienced intermittent internet errors. After Telkom technician tested everything it was found that I have a faulty rooter. I've handed in the faulty rooter under warranty on the 4th of this month and was told that I'd have feedback within 10 days. Today, the 20th, after 16 days I phone them to hear that they do not know what is going on and they will have to phone the supplier and find out what is going on! I bought a new rooter in the mean time from another company as I cannot be without email etc. What if my business depended on that rooter?<br> <br> They never phoned to give feedback!