Rather than scratching, that photo looks like some kind of surface deposit or stain. Possibly from an uncoated aluminum pan? A boil over? I'm assuming you aren't feeling anything a razor scraper would remove, but have you all tried a glass cooktop cleaner-polish? (I've found that the two brands sold in my town's supermarkets and hardware stores, Weiman's Glass Cooktop Cleaner & Polish and Ceramabryte Cooktop Cleaner, both work well. There are numbers of other brands available elsewhere and most reportedly work as well. The User Guide for your range or cooktop may have a recommendation, too.) If you haven't tried a glass cooktop cleaner-polish, it would be worth your while to try one. Beats waiting on the warranty call if it works..

FWIW, there have been several longish threads here about fixing this kind of problem including this thread which has been running for about 10 years now: https://www.houzz.com/discussions/2455153/help-brand-new-glass-cooktop-is-ruined#n=132 (Summary: self-help fixed most problems but in a couple instances the only thing that fixed it was replacing the the cooking surface glass.)

There also are threads about similar marks on induction cooking surfaces which may be helpful because induction ranges and cooktops use the same ceram/glass surface as radiant electric smoothtops like yours. Here's a recent one that turned up in a quick search: https://www.houzz.com/discussions/5897770/how-do-i-get-weird-marks-off-induction-hob#n=35

Look at the rest of the stove, its 4 yrs old! you think we dont know how to clean a boil over? It is not dirty and does not look like scratches to me!

the pics in your shared links, do not even look the same…

Send this picture to the manufacturer's Tech Support group after calling them.

Since you tried out the creams and other suggestions for cleaning/polishing away surface markings, and those didn't work, then you have narrowed the problem to something that will ,at least, require a new cooktop surface.

Sorry that what I wrote came somehow came across as criticism. It wasn't intended that way.

My comment about scratches was meant as a response to your question "any ideas or is that the consensous, it is scratching?" I thought I was agreeing that the marks do not look like surface scratching and offering some ideas. I mentioned a couple of possibilities that I've seen which caused similar looking surface markings. Those were only meant as possibilities to be ruled out. I did not mean those questions as an attack.

On cleaner-polish creams, it seems my saying "If you haven't already tried one ..." also came across as an attack rather than what I intended which was suggesting a way to rule out surface marking events in case you and your wife had not already done so. Also, as I pointed out about the past threads, they indicated that cooktop cleaners didn't work for everyone's cloudiness issue. Some people did still have to have their ceramic tops replaced. Those may have been the result of latent defects in the glasstop or may have been caused by something wrong with the components below the glass. Again, just offering ideas for possibilities to check while the service guy has the top off.

If you've already thought of all of this, then never mind.

I've got readings of 750 degrees for a radiant top. Induction heats the pan, and the top just gets warm. If you have the option to replace the whole unit, consider switching. The performance difference is night and day.