Faulty Gas Hob

I bought a Defy 5 Burner Gas hob on the 11/05/2019 however the gas hob had been standing in a box until 10/08/2020 that was the evening the gas was finally installed with my kitchen renovations finally done. Only to find out the the GAS HOB is faulty...i went to the branch to Inform them and they will log a call for Defy to come out and sort out the problem that was the 11/08/2020. What I don't understand is why can't the gas hob just be swopped out? Itwas taken out of the box a few days ago? And it was faulty product sold to me. I. Sure if I was a WHITE CLIENT it would have been swopped cause I showed the proof of installation now they saying it's a defy problem? Today is the 14/08/2020 and still NO follow up? So it's not just the service that's bad it's the after service as well... I AM SO DISGUSTED by the service and treatment so far that I WILL NEVER EVER ADVISE ANYONE TO BUY ANY PRODUCTS NO MATTER HOW BIG OR SMALL FROM YOU GUYS.