Whirlpool Hob

Where do I begin......My poor aged Mother has been struggling for a couple of months to get any joy from whirlpool and their so called agents in Nelspruit. Firstly whirlpool sent their agents to assess the problem with hob. While assessing they damaged the area around the hob. Since then it has been an absolute nightmare. They then said they would replace and pay in the excess amount to supply us a bigger hob to cover damage as if they were to fix damaged area it would cost thousands to replace the work area surrounding the problematic hob. I have phoned numerous times and no one gets back to me. I am livid and this is totally unacceptable!!!!!! When one phones whirlpool they just pass the buck. I find management appalling as you unable to reach them!!! I'm about to take this the legal route!!!