Poor service on item purchase

Hello there, there was no repair number issued. I was told I lost the warranty and I need to come collect the gas hob from the store. They will then arrange Whirlpool to come to the house for repairs (apparently that's the procedure).

Good morning, I am following on this matter.

Good day

My issue on this matter is still not resolved, the manager insists his team explained the process to me which is incorrect. He is fully defending his staff and insists I come collect the hob and Whirlpool will come repair it from my home at a cost. If the correct process was followed, I wouldn't have wasted my time taking the damaged hob back to the store, also, I would have asked the store to recommend a qualified installer to avoid of this back and forth. My take is the store is defending their mistakes at customer expense. I am not willing to take this kind of an attitude and would like to request this be escalated further.

Thank you in advance.

Good day

Can the store please confirm when they will be sending out Whirlpool to the house to repair a faulty Gas hop at their expense? There is still no communication on the way forward from their end so far.