Samsung — Galaxy earbuds

I had purchased galaxy earbuds on 19th oct. 2021 Order id [protected]. It was delivered on 22nd oct 2021 but it was defective then i contact samsung care they told me to go to samsung service center they will replace your buds or give you DOA certificate, as samsung service center provide me DOA and then i contact helpline no and follow all instructions i had also sent mail with attaching DOA to care but no one response me yet no update still i found. It is there responsibility to replace the product pr refund me. Kindly do needful. I am really exhausted now.