Ref: 83-311121 - OVEN'S COOK TOP DAMAGED WITHIN A MONTH

We purchased an AEG 90CM GAS/ELECTRIC FREESTANDING OVEN 10369MN-MN in November 2021.

At the beginning of December we used the middle gas top burner for the first time. Afterwards, there where these awful dark stripes/marks, that almost looks like rust on the oven top (which is completely stainless steel). Instead of reporting it, we thought it good to try and clean it, hoping we don't have to bother the supplier. HUGE MISTAKE!!! When we saw it is impossible to clean, we reported it to them and this was our experience: 06/12/2021 - report it with the serial# 08/12/2021 - send the gas installation COC 13/12/2021 - technician comes out and tells my husband that it should not have done that and that they will replace it. He further explained that it is an easy fix, all they'll do is clip the current top off and clip the new one on. 20/01/2022 - send e-mail to follow up on claim. It gets forwarded to a lady to respond. 24/01/2022 - after no response, I follow up again. 25/01/2022 - still no response, so my husband send an e-mail stating that we will take the matter further if we do not receive an update ASAP. 25/01/2022 - shortly after that e-mail the lady reply that the technician's report state that we used abrasive material and therefore if we want it replaced we must pay for it. 26/01/2022 - we ask for the oven's stainless steel certificate, polishing instructions including the grit number used for the finish. 11/02/2022 - received no answer yet, so reply and let them know that we are very unhappy. 11/02/2022 - receive a reply from a gentleman stating that the lady's on leave and he will sort it out, we must give him time. (Note: this gentleman and a few others at this company was cc'd into all the e-mail correspondence) 16/02/2022 - we receive the stainless steel certificate, but not the polishing instructions or the grit number used for the finish.

The reply received from the lady on 25/01/2022 gave us the idea that she got irritated with us for following up and then getting cross about the struggle. If it was such an easy answer, then why did it take so long to supply the answer? Also why is the answer so different from the technician's word? It reminded us that we never received a copy of the technician's report either.

The oven cooks wonderfully, but people please beware of the stainless steel top. PLEASE do not try and clean it like we did, hoping to not bother the supplier. When it make any mark, DO NOT CLEAN IT! Contact the supplier immediately. Please do not make our mistake. As I understood from the lady's e-mail dated 25/01/2022, they would have replaced the top if we did not try and clean it..

We went from super excited to quite disappointed in a short time. I can not explain the feeling I get every night when I cook, Reminded of how excited we where having a pretty and large oven, just to be stuck with such a terrible looking cook top.