MTN - poor customer service and bazaar product support!

I took out a modum contract 2 weeks ago. The MiFi router does not work. The store advised that they are booking it in and it will take 21 days before they let me know what the problem is. No replacement modum available or offered, and I have been informed that I need to take it up with the Accounts Department if I dispute paying for their faulty modum whilst they send it away for assemment.