No service from call centre or physical shops

Firstly i tried to make multiple calls to telkom direct in fourways the entire week. No one answers, it does not matter what day or hour you call. Not just this - I went in personally afterwards. There was a 5 person line whereby i approached the closest employee to ask a simple question. I did not want to open accounts... do upgrades... cancel anything. I just wanted to ask a question. The person so rudely tells me to stand in line and wait for some guy to walk through this 1 magical door that appears to never open in over half an hour. Apparently this non existent person would ask the people in the line what they wanted. I stood there... and nothing... my entire lunch wasted standing in line to ask 1 dumb question - My router is broken, do i require the box to get a new one, do i require the broken router, do i need to bring both???? Telkom in both call centre and physical shops - worst service in existence. I wait 59min when calling the 10210 line... i never get answered when calling telkom direct. GET MORE CALL CENTRE EMPLOYEES!!