[Resolved]  Elica — Product damaged during company mandated installation

Complaint number 99_2466242
Elica has a policy of paid installation to avail warranty. I purchased a cooking range and got a call from Jay services ( Authorized elica service center) for paid installation. While the charges are 400 + 18% gst which is Rs. 472, the technician charged us Rs.500 ( over 5% mark up). During installation the technician dropped the product on the glass face. The product was left with a dent and the glass panel's alignment issue. The technician made this sound superficial and said that the warranty will take care of any issue. When I spoke to the customer centre i realized i was over charged and that the warranty for the product is limited. The dent will stay permanent. The company conveniently cited its no refund, no replacement policy and told me it's jay services responsibility to take care of the complaint. I purchased the product from elica, the compulsory installation is the reason my product was damaged and jay services is an elica representative, how can elica conveniently shrug off responsibility? Legally elica is obligated to provide me with a resolution because their assigned technician damaged my product. And since the above mentioned incident broke norm i believe elica should too while offering a resolution on this. Because my product is extensively damaged due to elica's fault. For all i know the product has internal damages and might result in explosion due to elica's negligence. I find the whole incident abhorrent and unprofessional. Only one of two resolutions is acceptable to me either replacement or a refund. I am prepared to approach Greivance redressal and court for a resolution.