Nokia Lumia 800 — Audio

Address:

Udaipur, Rajasthan

I went to Nokia Care Udaipur on Aug 4 complaining about the audio quality in Nokia Lumia 800. They said, they need to send the phone to Jaipur, as they are not authorized to work on Lumia 800. The screen was scratch less, but when it came,it was in horrible position. On the screen there was two holes, and it was full of scratches.
I do not understand, what Jaipur Nokia did with my phone. I brought it from Paragoan in March 2012 only. Will Nokia respond me?