Xiaomi India — Xiaomi redmi note 3 received broken

Address:	Bangalore, Karnataka, 122003
Website:	mi.com

This mail is to highlight gross negligence at the part of the xiaomi customer care team. I bought a redmi note 3 that was delivered to me on 10th july 2016. Since the phone was a birthday gift for my dad (Which was on 17th), and i keep ordering gadgets from xiaomi (This is my 10th after mi 4i, mi5, mi pad, 1 redmi note 3, some battery banks and headphones), i did not open the packaging then and there. When we opened the packaging after 7 days i. E. 17th july, i saw that there was a dent in the box and upon opening the box i found that, the screen was shattered. Within 10 minutes i wrote a mail to xiaomi customer care asking them for a replacement. Next day they asked me for various pictures of the product, box etc which i sent.
I then got a very curt response - "since you did not inform us within 24 hrs, we can't replace your phone". I was zapped since the xiaomi policy (On the website - http://www.mi.com/in/service/replacefaq/) says that a request for replacement must be set within "10 days" and that it covers "goods damaged in transit" (Snapshot attached). I even called the customer care, spoke to a senior executive - she kept my call on hold for 30 minutes - eventually i hung up
Then when i wrote to them the next day (Today) re-iterating the fact that the policy says clearly 10 days, i got a rather half-witted response saying that you have sent a request after "48hrs" hence it can't be entertained.

I'm feeling very cheated and mistreated, especially when i'm so fond of xiaomi as a brand. Moreover, my first reaction was - how can the company not honour what it says - even amazon gives 10 days replacement.
I hope that this matter is taken up with the seriousness that befits a dissatisfied consumer rather than receive a default and standard reply. Expecting asapaction from xiaomi team and phone replacement. Do let me know in case you need any other clarification.