Problem with Window Company

We recently got an extension and got a lot of glass put in at the back. A couple of weeks after installation one of the panes cracked. They are covered under a ten year warranty and the rep told the builder that it must have been faulty and is not uncommon etc.
Now we cannot get them to come out and fix it. The builder has been on to the rep. several times, as has the architect and he has eventually said he cannot get the factory to do it and to get another glazing company to repair it and they will take it off the bill.
I want to get them to confirm that the repair will be covered under the warranty, which the rep has agreed to but they won't get the finger out and give written confirmation which I want before going ahead with an alternative glass company. So we are in limbo with a massive pane of broken glass. Do I have any options?

Well if you haven't paid them I wouldn't until the problem is resolved. They will eventually want some money.

If it was me, I'd tell him he'll get no payment until the issue is resolved by his company.

+1

ten year warranty i think not...........
its sounds as if you dont even have a ten WEEK warranty