[Resolved]  Titan Company — titan watch- lock issue

Address:

560016

I purchased a titan watch at phoenix market city, bangalore on[protected]. Unfortunately my watch lock got dismantled from the strap. When i approached the service center with the valid bill, they are telling this is physical damage and lock replacement will not coming under warranty. I don't know how they are deriving this a physical damage. Actually i would say this as product issue. Why this kind of issues not covered under warranty?
Another thing is like they ask me to change the entire strap instead of lock and they will charge 1300 for that it seems. After arguing with them they accepted to change the lock, but they want me to pay 500 for that and they will provide only manual bill for that. I just asked them how they are deriving the cost of lock. But the reason what they said is, this lock is not available separately, so if you want only the lock then we will replace it from the new strap and will charge 500 rupees for that. After so many discussion they ask me to check with customer care.
I called the customer care and they raised a complaint to get a separate lock if it is available in pan india. But why they are not covering this product defect in warranty? If product defect not covered under warranty then why we need to go for titan brand?