Mi TV - Extended warranty rejected

I bought MI TV ** inches in November **** and bought an extended warranty for * year On MI website. Recently the picture brightness came down and I did reboot the TV couple of times but still no use. So I raised a service request to MI and the MI person visited my house only after * days. This is the service request confirmation from MI.

Your request has been submitted successfully!
Token no: M*******
Product serial no: *****/************

MI person took the pictures and video of the TV and informed me that the service team will come for repair shortly as the TV is under warranty.
The next day the service team came and did the inspection again. They found one single scratch on the TV which did not affect the display at all logically. They took some pictures of the scratch and informed me that they have to share these pictures with MI team and get their approval.
Next day there was no response from them so I reached out to them for the status . Only then they said that my extended warranty got rejected due to this scratch.
I called to the customer care but the response was very poor and sluggish. I spoke to Mr. Sathish but his response was not satisfactory at all and I asked him to connect to his reporting manager Mr. Manjunath. I was in the call for more than **-** mins but he didn't turn up. Mr. Manjunath doesn't have the courtesy to even call back.
My point is if this scratch affects the display then it's absolutely fine but it didn't affected the display at all. It is on the outer side. Any electronic device being used for almost two year does have small scratches. In any electronic item the display tend to get scratched when you even clean with a soft cloth because of some dust. So it is unavoidable and MI rejecting the extended warranty doesn't make any sense.