Apple India — iphone x - no support available

Address: Mumbai City, Maharashtra

I bought iphone x in apr 2018.in mid apr 2019 - my face id stopped working suddenly. I raised an incident with apple support (Case number: [protected]). Apple support wasted 2-3 weeks in doing some analysis and suggested solutions like upgrading ios which were of no use.

Finally apple support directed me to maple store in rcity mall ghatkopar, mumbai (India). The store experience was worse. Without understanding the issue - they only kept saying since phone is out of warranty, i need to go for full replacement that will cost me around 57000 inr

Please note that face id suddenly stopped working, there is no physical damage. Which means there is a problem with apple software or hardware. I fail to understand how can apple charge users when they are themselves unable to repair or resolve a bug that has suddenly come up.
Need resolution for above issues