BAD SERVICE -PASSING THE BUCK-GIVING CLIENTS THE R

Since October last month, Neotel had problems with their entire network. phoning the call centre alone is a costly venture...made several calls....was made to hang on for 45 to 50 mins at any given time. They take so long to answer and when you eventually get through to them they give you bad attitude/service. Then they tell you to take your laptop to their nearest Neotel branch to have problem sorted out. ( Have bought three vouchers in one month..whereas prior the same voucher lasted at least six weeks...now after Neotel problem network...one has to use 3 vouchers in month..HOW IS THAT?? I ASKED IF THERE HAS BEEN CHANGES ..THEY SAY \NO") I took laptop to their branch was told that there is nothing that they can do I now have to take it to an it person as my data is been used by a virus. That too is not true as there is no virus! My question firstly is why was I told by the technician that I must take my laptop to neotel branch as the staff there told me that they cannot understand why the tech told me that??? Whilst I was there at Neotel...there were a whole lot of disgruntled people complaining of similar problems..including Neotels bad service and attitude....."""