not letting the customer know

I went to Telkom Mapoya Soweto today to have my modem fixed now when I get there i got news that did not settle in very well, i don't understand why as their customer they could not tell me when things have changed i had to pay R1000 because my modem was damaged and well not by me by the way . but what i don't understand is why do they just change things and not let us know, and the attitude the consultants gave me is appalling to say the least i have to prompt them to explain to me what was happening.they told me it was out of warranty had ended of which when i bought the modem the was no warranty mentioned at all they tell me an sms was send to explain such now would i surprised if i had read this information before Telkom is now taking us for a ride honestly i wish i could just cancel my contract and forget about them as it seems that every year one will have to always buy a modem and they very well know that after a year their modems die so should our work and business die as well