Shocking customer service

Bought a Defy oven and hob at over R20,000 on 17 September. On delivery we checked that all goods were fine and they even took a picture. However, my kitchen is only now being installed, and on taking the styrofoam off the hob's sides, we discover there is an ugly chip. Hirsch is now refusing to replace this hob because their policy says within 24 hours I must report fault. I can clearly demonstrate that I have only now opened the product completely!! Absolutely shocking!!