Telkom they don't Exchange Router

I have a DSL Router that i bought it last year and its under guarantee. this year on the 31/01/2019 i take it to Telkom (Mall of the North) because it was not working. they told me i will wait for 21 working day.i ask them why because i pay R600/month ,mean i will wait without using internet.i have wait till today i never receive my Router.i visit them last month and ask them, they told me my router has ERROR DAMAGE mean i have to buy new Router well am still have Guarantee. i told them to give me that router ,they told me they never receive it from their technician.today is the 3rd of May , three month without router.telkom they don't exchange router.you have to buy new buy R1000.00