Worst service recieved from TELKOMS Regional Manager and store manager

I recently opened a contract for a data sim only contract with a router deal at telkom Southcoast mall, where I have never experienced such disgusting after sales customer service but this time not from the sales agent but from the store manager and the regional manager who blatendly told me that they will not assist me with my issue below and were I felt like I was such a pain to the store manager for trying to understand why could they not help me with my request of exchanging the router where I even clarified I will pay for any difference in price because I understand that these issues can arise but this was my message to the agent who assisted me greatly my issue lies with their leadership or should I call it dictatorship : Hi lunga (sales agent) Just would like to share the issue I have with regards to the router device I took from you with my data sim contract, currently the dlink device does work and I'm able to connect to it but the issue I have is the range of the device is not according to my satisfaction as it does not work outside of my room when I'm in a room directly next door to the device it does not pick up, I also live in a double story house and the device does not pick up anywhere from down stairs but my old router I have when I insert the sim card into the router I have full coverage around my whole house even down stairs, where my concern or issue is that the device is not serving me the way I need it to and I would like for the device to be exchanged for the hauwei router and of which I don't mind paying the extra R10 difference on my contract I just need the router to make sense in my day to day use of it, if you guys cannot assist with exchanging for the Huawei router I'll request that u take the dlink router back as I do not need it because i cannot use it to my convenience. And the response I received from the regional manager was : Hi Lunga, I can't exchange it. The customer should have asked for the router specifications and you could have checked what he exactly needs. Signal cannot penetrate through concrete walls.. Now my question is how does a regional manager not comprehend how wifi works if he says that it does not penetrate through concrete walls?? Then how is it that my old router device works perfectly fine in my home? How can he say signal does not penetrate through concrete walls does he think I'm dumb? I did ask you with about specifics of the device and you confirmed that the rage is up to 100m which is not the case since the device cannot penetrate through concrete then where should I keep the device?? and how does a home router signal not leave the room then is thus room wifi instead? As I explained to you my current wifi router has way better signal in the whole house and since you cannot help me I would like to cancel the contract deal if that's the case as per your RM. Of which the agent had relaid the message for me but the Regional manager has put no effort into customer service or request, now I know how customer service works as I am a manager for the major banks in SA and this is definitely NOT customer service, I then visited the store to speak to the store manager to see if maybe they are not understanding my issue or challenge of which I then still experienced the worse service from a manager where he did not even acknowledge me as a customer I had to physically address him to get his attention while I was speaking to the agent who was assisting me previously, when I had asked about my request he very rudely said oh there's nothing that can be done, he cannot speak for his RM but it is whatever and he then clarified in the most unwelcoming manner that the only option I have is to cancel the current contract and reopen a new contract with the device I require of which no one explained this in the first place future more he had spoke to my spouse in such a degrading manner as if we are uneducated and don't know what we are talking about, the store manger then also clicked his tounge when my wife called him out for being rude and providing such bad customer service , nor did the regional manager try to assist with my query in anyway, is this what customer service is now in South Africa?? If so we are all doomed!! Telkom must Fall!!! This is so disgusting and so unprofessional service that I will never have another dealing with telkom ever due to this and I'll definitely be informing all my clients and associates who think of using telkom in future.