The backsplash should never ever go on while the counters are still in question.

Your guy isn’t really going to be able to polish that out, and shouldn’t have tried. He already gave you an example of why only the very top tier folks with specialty equipment and experience even try to top polish quartz.

It’s got to be replaced. And any issues with the backsplash, you own to fix.

Call them back out again, and explain that the first guy should not be sent out. Explain to them that the first guy etched the countertop and eliminated the shiny finish. The first guy didn't know what he was doing.

Don't get upset with the Company (even if you are ready to flip your lid). Just advise that the fellow re-finishing the counter was inexperienced and the company needs to send out someone who understands how to finish the top. Get them out to your house now, don't let them delay. It might take several tries.

Thanks for the replies so far, and yes Beth, I do have extra backsplash fortunately. Hopefully it can just be slid out from underneath the backsplash. They’re supposed to be coming two days from now to replace that slab....Also, they did mention that they would reinburse costs for backsplash if it does break during the process. I’ll be crossing my fingers that norhinf else gets damaged during this (cabinets, etc. )

It may have to be replaced, but he's crazy if he doesn't try Quartz Renew, and you're being unreasonable if you don't let him.

During the day this time; I don't even refinish Corian after dark.

They have informative videos of the restoration.

Also watch the second segment where the QR is used.

Joseph, thanks for the comment. the company never suggested trying quartz renew. Maybe they don’t know about it? Also, in the few videos I’ve seen of quartz renew, all the counters seem to have a ‘Snake skin’ pattern. Mine doesn’t. Does this matter/only work if you have the snake skin finish on the stone trying to be fixed?

It shouldn't matter.

I spoke to the company that makes quartz renew today, showed them my photos, they think it should work, won’t guarantee it, but rhey definitely are leaning towards thinking it will fix it. I spoke to the countertop company, they were not aware of this product, I had them look it up. I spoke to them a few hours later. The installer is going to come over tomorrow try one other thing, and if that doesn’t work, he is willing to try the quartz renew and see if that fixes the situation, before having to go the route of replacing the counter. I’ll keep you updated. Thanks for the responses and info.

Todd:

The Quartz Renew is only half the battle; experience using it is the other. Insist he remove a scratch from a similar color before he practices on you. It's more art than science.

Todd:

Were I called to repair your top, you would sign in writing that the top was ruined. If I fixed it to your satisfaction you'd pay, if I I didn't you would not.

I had the same situation. MSI cashmere Carrera. Installers came out several times, trying several products that only covered the issues and would appear the next day, or caused a worse smudge. So frustrating. Kept the counters because backsplash already installed. We had island replaced and they brought one with a visible scratch brought another one that I inspected first but when they installed somehow another smudge spot appeared. I am living with it but would love to find a way to correct. Also had a chip by sink within the first 2 weeks and they fixed with super glue. I have another larger chip now from bumping with a plate and have to get that fixed as well. I believe there are quality issues and you get what you pay for. I would get replace.

Linda:

How large is the rounded edge profile at your sink, please? Fabricators often do a "pencil" (1/8" radius) edge at sinks. It is cheap and chippy. Your sink edge can be re-profiled to make chips disappear and make them less likely to recur.

Consider it's probably cheaper for them to replace the top (fixed cost and labor hours) than buy a system they have never used before to try and fix it (+ many labor hours), and may have to replace it anyway. No brainer from business perspective.

Oh, it's far from a no-brainer. Suppose the replacement pieces aren't sequential and you have to tear out perfectly good tops across the room to get an acceptable match? The investment in time and cost of the kit is relatively minor. Even if they invest and don't save this one, they might save the next since they practiced. That would pay off handsomely.

Fabricators can't afford to do many jobs twice and only getting paid once before bankruptcy.