1 week of No response from technicians

I logged my first complain two weeks ago. technician came out next day and told me my wifi router is faulty I must go to Telkom shop and exchange. I do that on 10 March they exchange no problem. It took me two days to set up get new password and get wifi working only to work for +_ two hours and the router goes dead. On Saturday 12th go to Telkom to stand line for two hours to be told I cant get new router back without having technicians booked to test router. ROUTER IS DEAD!! WHAT YOU GOING TO TEST, but ok fine...so at the shop they book fault. On Monday I phone ask when these people going to come out: No there no test book ill book now. It is now the 17th and I have phoned and complained about 100 times. where is my technician. every day with different excuses mostly they been booked they'll come today....THEY NEVER COME. I just need router exchanged how hard is that to do!!!!