IFB Industries — Charging customer which had to be covered in insurance

My fib senorita aqua front loader washing machine was shaking a lot with sound dyring spin cycle. I called customer service and they sent technician. He inspected and said suspension needs to be replaced and it needs to be replaced. I wanted to confirm if that is true but to my surprise the answer from customer service is “what ever technician says is warranty”. They don’t have list of items covered and not covered in warranty. When asked technician why it is not covered, he said plastic and rubber are not covered. This terminology was not in warranty book. It became argument and I had to pay him. If is completely relying on external people to provide warranty services and failing customers