Extremely unhappy customer.q

Its was so disappointing to experience buying a glass top stove from Best Electric, i paid it off and in full and paid for insurance as well then to have the glass crack and now that I'm trying to get hold of Victor he is of no use, all i want is for them to replace my stove but now he says that I've over heated my stove... Seriously how can you over heat a stove if it only goes as high as what it should. Im totally unhappy with this service and not even the manger of the shop has contacted me back.