IFB - Customer service not provided

I have purchased an IFB *.* kg washing machine back in **** through an online shopping portal. At the time of purchase, I was not told to purchase the genuine trolley stand by the guy who gave a demo about the machine and done the installation. Now a few weeks back the touch panel of my machine stopped working and I raised a complaint regarding this in IFB. Ticket no was ********** on **th April ****.
After this one technician, Mr Gaurav Kumar from Panipat IFB branch visited at my residence. He asked us to purchase IFB genuine trolley and other accessories worth Rs. ****/-. We refused to purchase the material and Mr Gaurav pressurised us to purchase these products from him and said he will not resolve the issues because it is their companies policy to provide service only on genuine trolly moreover he misbehaved with us harassed us in front of neighbours.
Till then we have several times called on customer support service to provide an alternative but they are not even supporting. I also escalated an email at IFB customer care email id. They are only providing coordinators contact no like Navdeep Singh **********, he is saying that why have you put email to IFB. Moreover asking me to withdraw my complaint only that he would provide the service. My ticket is not even resolved but I am getting messages of resolved and nobody is contacting me for ticket resolution.