TELKOM SERVICE IN SPRINGS

I have phoned 10210 and explained my situation that my router is not working. My telephone and adsl line is also not working and I have reported this - day 4 now and I am still waiting for my lines to be fixed.<br> I received a Telkom router end last year, on 8 Feb I noticed the router was not coming on and I cant phone.<br> When I phoned 10210 and explained this they advised me that I need to go to the nearest Telkom office - which is in Springs so that they can test and replace the router with a new one as it is still under warranty. So I went there on 9 Feb ( very pathetic service, not even a flinch of customer care) I asked the lady to exchange my router as customer care on 10210 advised me I just need to bring it in and it will be replaced. It is still under warranty so the lady said she doesn't care, they don't exchange I have to buy a new router R549. She did not even test the router. So by her saying every time my router doesn't work I have to buy a new one. This is unacceptable - where does the 1-2 year warranty step in?? I have been without a telephone and internet connection since 8 Feb 2016? Please urgently assist