Very bad after sales service from Telkom

Dear Telkom. The service we have received the last 6 weeks has been terrible. My wife took a contract and got a router. Now that we encountered a issue with the charger you cannot assist us. Went into the store. Get told to go look and buy a charger. But the money gets deducted for faulty goods. Surly the warranty must kick in in this situation? That is why you get it?