Samsung — Rat mesh protection not installed

I bought a Samsung front-load washing machine in October 2021, but on March 3, 2023, the machine stopped working and an error message showed up. Informed the service center and sent their technician, who found that the cables were biten by rats and that the warranty was not covered for rat bites. For the repair, they need the service charge, including materials, of 2570 INR.

At the time of service, the technician found that the rat mesh protection was not installed at the time of first installation. I informed Samsung India officials via their emails (including Service and CEO), but I didn’t get a proper reply. Always, they reply that the mesh protection was installed at the time of installation.

If the rat mesh protection was installed by the technician, then where is it?

Please treat this complaint as urgent because, since March 2023, I have been waiting to solve this issue.