Bosch Hob warranty - countertop cracked on inspection

We purchased a Bosch hob from Tafelberg furnitures with a five year warranty. It broke after 2 years. They came to have a look at the Hob to determine what was faulty. When inspecting the Bosch Hob they damaged our countertops. There are now 2 cracks of approximately cm on both sides of the Bosch Hob. I have emailed and complained numerous times. Each time they just tell me that they will get back to me. The first complaint was left 5 October 2020.