Hirsh"s and AEG not delivering service with a service call of a AEG new hop under warranty with addisional warrenty taken out.

In September 2018 I bought all my electrical kitchen appliances at Hirsch Carnival. I payed exstra for addisional guarantee on the appliances. In April I cooked on the AEG hob and afterwards notice a fine crack on the surface. Immediately the next morning I reported it to Hirsch Carnival mall. More than 8 days pass and the nothing happend. Hirsh followed up and contact the guarantee agent again and fineally Solly from Bethal send his agents. The hob was removed, and a few weeks later I get a call from Hirsh's telling me that AEG agent needs my email to send a qoute to repair. My question why should I pay? I did not handle my hop irresponible, I look after it. The crack was nothing I did. I use the correct cookware and is the only one using the AEG hob.I reported the matter the following morning.According to AEG I did not report it immediately, and it was my negligence. How would they know. The took time to come out for the service call. To this day I had no call or email or anything. On Monday 27 May I contact Hirsh again and the lady said she would phone back. Today is 29 May and still nothing. I am very dissapointed with Hirsh follow up and AEG. At first AEG contacted me and said I must pay a call out fee of R500? Why? It is a new hob that is under guarantee and I already paid for addisional warranty. What did I pay for then? It is a *******. I will never buy AEG again.