Kenstar — Geyser replacement as per policy

I have been going through the worst experience regarding my complaint of geyser which I bought around 2.5 years ago.
It had a tank leakage, on which I called your customer care, a technician visited the problem, and told me that in such cases, where the tank has leakage issues, got replaced free of cost(as per policy, 5 years guarantee on tank, confirmed with dealer who sold me the geyser, and again re-confirmed with your customer care). During technician visit, he asked me to give 450 INR as service charge, I called customer care they told me to give him 350 only as this is a standard service charge which I paid. I was ensured by customer care and the local service head that my geyser will be replaced free of cost within 15 days.
I tracked with customer care and local service head again and again. Got no response. No one told me the right status. One day, I was told to talk to state head Mr Rajesh, I called him and he said that I need to pay 20% of geyser cost which is completely different from what I was told.
I am still taking followups, sometimes they respond. Sometimes they don't, and the worst part, I still haven't received my geyser replacement.
I am having all my domestic equipment from Kenstar and am facing this issue. I am highly disappointed.
I would like to escalate this to your senior authorities.
COMPLAIN NO. JAI[protected]
Awaiting your response. I would also like to read your policy based on which they are asking me to pay 20%.
Kindly look into this and help your customer to get out of this trouble.