Pathetic customer care

After 11 days of no internet connection it has finally been restored. A well spoken rep of vodacom called me and within 2hrs the issue was resolved. My question is, what are all the other " customer care" agents getting paid for? How do they actually assist the client? Absolutely useless. Their level of incompetence is shocking to say the least. I have 2 cellphones, a laptop and internet with vodacom. When its up for renewal i will not renew. Definitely not. After sales services or customer care is non existent.