Modem not repaired or replaced within warranty period

Good Morning

Telkom account number: ********** 02562 Customer reference number;134CRK2117 (TRL059486)

We purchased a modem on 6 June 2017 from Telkom Greenstone with a warranty of 1 year.

The modem stopped working on 19 November 2017. A technician came out on Tuesday 21 November and instructed us to take the modem back to Telkom Greenstone for replacement as the lights were on but no wifi connection. Telkom instructed us that it had to be send in for fault checking and repair which could take up to 21 days.

On Friday 24 November we received an sms to say the modem is out of warranty and deemed beyond economical repair and that a consultant would be in contact shortly.

I went into Telkom Greenstone on Tuesday 28 November as I had still not received any further communication, the staff at Telkom were quite rude and told me that it is basically not their problem I must deal directly with the supplier but they only have an email address? After informing the Telkom employee that I am their customer and they are the the suppliers customer and that she should follow up, she sent an sms that we required an urgent response and explanation as to why the modem has been deemed repairable and why they would not be replacing it as it is under warranty, she sent an email to the supplier.

As of today 2 December I have still not had any feedback or response and find the customer service and fact that we should receive a replacement modem unacceptable.