Yu Play God - Yu Yureka Plus - Battery drain issue:Declining service in warranty

I purchased Yu Yureka Plus (White, ** GB, IMEI No : *************** ) from Flipkart for my fiance which was delivered on **st December ****.

After nearly * months of usage the battery drain was huge and the headphone was also not working.

She went to service centre on **th August M/s Crazy Infovision,**, Golaghata Road, VIP Tower Complex, Kolkata,West Bengal after finding the address from website.



They said the phone needs software update and they don’t have engineer so asked her to come next week.

Managing time from her office she somehow went on **th August. Surprisingly they said they cannot do software update as the mobile does not have enough charge(This being the reason for her going to them) so they cannot do it and asked her to come after fully charging the mobile which was pointless as the battery was draining within few hours of fully charging the mobile.

After a lot of heated discussion they came at the conclusion of purchasing a new battery for Rs. *** which she did(Though we knew this might not resolve the issue). They took the order and said they will call her once they get the battery.

So after * weeks they contacted her and asked to come and take the battery. My fiance again managing time from office went to collect the battery on *th Sept **** and asked the executive to update the software. Now they said that they have checked the mobile and it is a water problem which does not come under warranty and hence she has to pay Rs *** for servicing the mobile(with software update) and even they cannot take any guarantee as the phone might get dead after update. Really strange.

My fiance said she can give ***% guarantee that the phone did not come in contact with water. They said they cannot do anything about it.

Now there could be * possibilities as to the best of our knowledge as the phone never got in touch with water since the time she is using it :

*. The phone was water damaged from before and a damaged re-boxed product was given by Flipkart(Though the box was completely sealed).So it started malfunctioning after *months of purchase.
OR

*. The people in the service centre are lying and they use this trick for every customers who go there with this issue.(I do see lot of reviews in Flipkart and social media from people who purchased this phone had battery and heating issues within months).

After using the phone with the new battery for * days the battery is again draining hugely.

Now I regret purchasing this phone and this kind of behaviour from so called Customer Service Centre.

I request a resolution from your end before moving to any regulatory body.

I have also send an email to customer support and they provided me Reference Ticket id: ******* and said they will contact me but never did.