Excellent sales, awful support after sales

My router is stuck in a power cycle loop after a power outage. Logged the call via whatsapp, they want me to connect to wifi before they can help. Really? How do I do that since the router is in a power cycle loop.

Placed a call with the call centre. They sent me a password reminder email. You've got to be kidding, what am I supposed to use it for if my router is stuck in a power cycle loop?

Still have this problem. Excellent at sales, awful at after sales service.