Faulty poor quality Hob

I don't get why Smeg is so famous in South Africa because they service is so poor, they don't have any after sales service and one would think you would get a better service because you bought an expensive well known brand, think again. I bought a hob in July 2023 and installed it in my house in Oct 2023, In Nov 2023 I noticed scratches and I hardly use my hob because we saving electricity and with power cuts it makes sense to rather use my Smeg gas stove. I reported the scratches in Nov 2023, no one responded till I called them in Jan 2024 and they did not even come out to do an assessment, before providing a determination on the problem, the outcome were one one else has the same problem as yours hence there NO REAL PROBLEM WITH YOUR UNIT. SO IN OTHER WORDS THERE HAS TO BE A UNIVERSAL PROBLEM BEFORE THEY COULD DETERMINE THAT YOUR UNIT IS FAULTY. They assess warranties based on other faulty units, not yours unit, and they clearly say I scratched my own hob, this is price less and unfair towards me as my unit can have its own quality problems, why should my unit be accessed based on what other users have reported?