Pen and Paper Technicians

We were sent to Vodacom today for technical assistance on a brand new phone only to be told we can not be helped as the technician is not there. So what are the other consultants in store. Are they just doing capturing of applications with pen and paper seeing that they are not part of a tech team. What's more is the Technician is only back on Tuesday. Hahaha no thanks. Will not recommend Vodacom Vaal Mall