Google - Misscommunication while the phone was given into repairs and now asking money for the repairs, reaso

I must tell you that I bought the phone on **th April **** , the phone was Pixel *. After a week or so, It was kept on charging and suddenly the display went black and the phone was not responding. The I contacted the service centre for the same. The person from B*X services had taken the phone from my place under the ticket number GL*******. Then after a day or two I get to know that due to the server failure, my ticket number has been changed (Google too has server failures) and another job number was issued to me. No ticket number was issued to me now but a job no. Was given with a very informal mail by the B*X staff. After * days when I called Google the tell me that the phone is still in Chandigarh and has not come to Bombay for checking with the technicians . And after * hours I get a mail that I will be charged **** ruppees for the repairs because the device was physically manhandled. All this does not make sense as the phone was not physically manhandled and there are so many discrepancies in the whole process. I most furiously dissent Google's sense of taking responsibility and handling the device . I will go the the highest level of the justice seeking machinary to get my cause addressed.