Broken Glass on My TEKA Electric Cooktop Not Covered by Warranty

In our new house, we have a Teka electric stove that we're using. We just moved in. During the first week, when someone put a hot pan on the glass, it broke by itself, and a crack went all the way to three sides. A piece of the glass broke off. We reached out to the service, and they said they'll come on Monday. They only came on Wednesday and said that something had fallen on it from the edge. They claimed it was user error and that it would cost money. But they said they would send a request to the center. We waited for a whole week, but we didn't get any updates. When we called the center again, they got in touch with us once more. They offered us a price of 3800 TL to replace the glass on the stove, which originally cost 4200 TL. We agreed to speed up the process, and they had to make sure it was confirmed. They said they would ask for it from the factory, but it's been another week and we still haven't heard anything. We're upset because we feel like Teka brand doesn't trust us, and Teka Service is taking forever to get things done. It's been 17 days and we still haven't been able to replace the glass on the stove.
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