yet to helped!!!!

I lodged a complaint last week, and wow!! was i surprised when Telkom responded within 10 minutes! amazing! however, acknowledging my complaint and actually helping me, are two different things! I am still waiting for my router to be changed for more than a week now. Let me guess, Telkom has a specific department/area to deal with Hellopeter complaints. There is no point in replying to the complaint within 10 minutes and taking more than a week to assist me with the complaint thereafter. Your managers really need to look at the process. When the complaint is lodged and is acknowledged, it should be followed up on with the relevant department until it is finalised, not forgotten about! i want someone to call me today! not just respond to my complaint, informing me that is has been escalated to the sales team. i'm beginning to wonder if the sales team has access to make outbound calls from their department. All i want is the correct router to be sent to me, is it that difficult to have this resolved.