Apple India — No product help from Apple store

Address: South Goa, Goa

I had given Apple ipad gift to my sister and had purchased it from Bangalore. But then my sister had some problem handling it. So they went to the nearby Apple store in Margao, Goa - India. Wherein they refused answer their queries free of cost and asked for $40 to provide the help and the employees of the Apple store did not had any courtesy towards the customer.
Is this the customer service from the people who have taken the franchise from apple ?