Melville Matrix know nothing about TCF Treatment of Customers fairly

I bought an ADSL router from Matrix Melville in April, on the day because I was paying them it was all smiles little did I know it was crocodile smiles, whereby now after a mere 7 months the router doesn't work. The owner was only interested in telling me that she's running a business and that there's been rain and lightning so it's most probably from a surge, I don't know where she gets the evaluation from because in my office I have two routers only one the one I bought a Matrix stopped working yet I'm told I must wait for 15 working days, her business has my money and continues mine must wait for 15 days, if turn around times are so lengthy why isn't there anything in place to bridge the gap? I use Matrix because I believe in supporting entrepreneurs like me but this is a rude awakening as I've never had such a problem with Incredible Connection or big brand suppliers. It's best I just get a refund as I'm not willing to wait 15 days, such an SLA in a fast moving world is just unacceptable.