MTN ********* business practices

Last year September I took my pocket wifi reuter into Maponya mall to have MTN look into why it just stopped worki and wasn't switching on and i was given their paperwork and was told that the technicians would get a call to tell me if they will fix and give me the price if they can fix it, after months of not hearing anything from mtn, sick from a car accident in November i went to maponya mall twice, the second time they "searched" for my item and found it then they told me it wasn't fixed because i broke it intentionally, looking at the device at 1st glance it looked different really different and yes it now looked like it is broken. Now the question is if it was sent to the technicians why did i not receive anything not even sms as promised and why did my device look funny, i think its because it wasn't sent in for repair and i was told thr real terms is these devices are not fixable so they replace them and i believe they didn't want to make a decision to replace so they **** or they are have ***** business practices and maybe coming from Soweto i got whack service.