Staff is confused

Our router was hit by lightning on Monday. We bought a new router and didn't have adsl connection. We phoned numerous times and the answer was the same "Line issue on telkoms side." Eventually we swapped cables in the jack. Lo and behold there is the problem. So we call them again and explain the situation. The answer we got was" it's YOUR responsibility to buy a new new one." We get to the telkom shop. Oh no a technician need to come out and install it. Telkom needs to refund us this week and also we are still waiting for the technician to come out.