MTN customer service non existent and extremely frustrating

Order uncapped LTE data sim with router online. When we opened the MTN packaging, we found a used router and transformer. The wires were even joined and taped. Informed MTN call centre immediatly and we were told they cannot replace the router. We have to take it to a MTN shop. So we took it to the closest MTN shop but were told they cannot help us as they are a franchise, we should go to a MTN direct store. So we drove 30 minutes to the direct store. They checked the router and found it was not working, but could not replace it because we ordered online. According to them, we have to phone the online call centre, cancel the contract (loosing the deposit etc.), and get another contract and pay deposit again. It seems no one in MTN is willing to solve their customers problem.