Panasonic — Regarding the exchange of AC remote

After the purchase of the AC the AC remote internally broke down means the screen of the remote(I think the problem is regarding the chip inside) was not working automatically few months after the purchase. I contacted the service man and told about the issue they told me that we will exchange it and it was during the warranty period.
But i didnt got any information about it now they are saying that I have to pay for the remote. Its not an issue for paying but how can they be so irresponsible.
Poor service from panasonic