who is suppose to help

My internet did not connect, and a helpful technician (Dan ) came to help, and I was told to take the rooter to the nearest store. I did received good service, but was told that it can take up to 21 days. I was provide with a sim card for the ****le, and have to phone call centre for the APN settings. Getting to do this took me almost 2 weeks, as the call centre blame the store and the store the call centre. Several calls and going into the store more than once, I took my laptop to the nearest internet store were I was help immediately with my settings and I was able to connect. The real problem started when I got a very bad message from Telkom, telling me my rooter is damaged and they are unable to repair it. (26/10/2017 phone + ********** 018039) Going back to the store to find out, I was informed that the rooter was not returned and that I should purchase a new one. My contract with Telkom started in February, and the rooter has a one year guarantee. I did not damage the rooter and if it is damaged why should it be my problem. Yet phoning the call centre for help – almost every day – they keep on telling me to contact the sales department – who again got no idea why the technical side cannot help me. It is now since 10/10/2017 that I have been without internet and wifi. Who is suppose to help me, and replace the damage rooter?