I have left a detailed review about Buy it Direct a two times in the past three weeks,and I believe that particularly this sharp review was the engine for the company to look at the issue and solve this to the customer's favour. I was contacted by the customer service team person ,which organised a re- collection of the second wrong hob,and now I'm waiting for final delivery.I believe that this time will all go through  without any bigger issue.The company's quality is recognisable only in the moment when an issue occurs,in this case I have found the way to get to this point and Buy it Direct on the other hand showed a gratitude for accepting the apology and me staying to be their future client . As an advice to the other customer which left the same bad reference as I did, I'd say this :1. Do not give up,even if you are so lost as I was and keep trying to get someone's attention and care of the problem. 2. do use the option to get a call back,even if you will have to do it a couple times,they see in the system you have tried all ready and you are in the queue 3. always double check if the customer service person really comprehended what is the issue. and understand how to fix problem 4. do not wait without initiative for too long ,that the issue will be solved,Keep repeating your interest to be your case solved,the online retailers are busy at the moment,if you don't remind yourself ,you will definitely get lost in the crowd.5. if the company shows efforts to solve their mistake ,take a time to finish the previous review and put the whole story ,with its end. It is more than fair to tell your co- buyers your anger but tell them how it ended too. thank you for reading it all