Response not Forthcoming

I had bought a Whirlpool iXelium gas hob which has a 10 year guarantee on the hob surface. Less than a year after purchase blemishes were noticed on the surface. I sent a complaint to Whirlpool Services and it took a bit of prodding before they acknowledged my request and requested documents on installation. The first technician was sent out and sent his report. No response from Whirlpool. I followed up, no response. I followed up with a harsher email and then a response. They want to send a second technician and this will be done within 24 hours. 36 hours later I asked what is their definition of 24 hours. Second technician arrived, and 6 days later I sent an email asking for any feedback. Still waiting on this feedback (more than 24 hours).