Xiaomi India - Cancellation of Replacement Complaint Without Intimating the Customer

I had ordered two products from Xiaomi India. One was Redmi Power Bank and another was Mi City Backpack.
Xiaomi India had dispatched all the products via ShadowFax Courier company.

When I received both the products I saw that Mi City Backpack was defective. So I filled a complaint on the same date when I received the product via chat assistance feature of Xiaomi India. Representative gave me complaint no WOIN*************.

I had uploaded the image of defective backpack on chat itself. And the representative assured me that I'll receive a call within ** hours.
No confirmation of the complaint was provided on mail and no information was provided (regarding any requirement from my side.)

After ** hours when I asked for the status of the same the representative closed the complaint by saying I did not send product images via e-mail. ( However I had already uploaded via chat )

So I send all the images again when asked for. Now they are saying replacement can't be happened as you didn't send the images within ** hours of receiving package.

It doesn't matter what amount had been cost. But the way they are handling the customer calls is unacceptable. As I already uploaded the images via chat on the same day when I received the package. And after ** hours they are informing you should have uploaded via email. Ideally this information should be given on the day itself when I raised the complaint.