LIT Box

We renewed our contract with Telkom (what a mistake!) We received our LIT Box but it was faulty out of the box . The call centre tells me to take the LIT Box in, the store will test it and if it is faulty they will give me a new LIT Box, store says they can't test it, it must be booked in. Book it in wait 20 day receive the LIT box back no one can tell me what was wrong. Try to set up the LIT Box and it still has the same problem. I am really frustrated, i don't have time it stand in a queue at the Telkom store for an hour. Telkom in NOT delivering on what I was promised and there is too much red tape! Help I want a new LIT Box.