Samsonite India — Bag under warranty not being replaced/repaired

I bought an American tourister brand “Kamiliant” bag (owned by Samsonite) from D-mart on Dec-21 which is having global warranty of 3 years. Now the bag’s handle has become dis-functional can’t go up or down so I went to their store in DLF Mall of India, Noida for replacement of part under warranty on 4th July’2022 but since then I haven’t heard from them as to when do I get this replacement or service done. I called store twice in this period they are not really aware by when this would be replaced or serviced.