Disappointed

I wrote to your customer service about my faulty stove which i bought in 2017 and its still under warranty. I got a call today from the shop where i bought the stove (City View) telling me that they cannot help me because you guys you dont have a guarantee for a plate.This I wasnt told when I bought the stove and its a bit unfair on my side. I didnt know that your guarantee has exclusions.

Disappointed.