Samsung — washing machine - wa65m4200hd/tl

I bought a samsung fully automatic waching machine 6.5kgs on 02 January 2020 from Girias, Chennai. The drum was giving some noise while spinning and the whole machine was getting displaced. I placed a complaint in February but the executive assumed that the problem is with the water inlet pipe and re fixed it again.
The machine did not stop making the noise and also the spin option wasnt working fine.
Considering the covid situation, I complained again in July. And another executive was assigned to look at the problem. This executive found out that a particular part was missing in the tub and hence the problem during spinning.
They told me that they will repair it. But I insisted for a replacement. Within 6 months I have complained twice.
The service team took the machine on 3rd August and said they would inspect and prepare a report and would update on what can be done.

The next day Mr. Sarvana babu, from the head office, called me and asked for the copy of the bill.

After that day, I have been calling the customer care and asking for the status of the decision as we did not recieve any update from the head office. The only response I got from customer care was that the complaint is being checked by the head office. The customer service team said they would ask the head office to give me a call back.

I requested for a call back almost everyday and even then the head office team did not reply. I sent an email to the head office executive Mr. Sarvana babu and recieved no response. I also sent an email to the CEO's office through the website. No reponse to that as well.

After almost 10 days Mr.Sarvana Babu called me and said that we are proposing a repair of the product, will you be ok with that. I said I want a replacement and am not agreeing to repair.

Today, 18th August 2020, I called the customer care again and requested for a call back. After 2 call to the customer service, I recieved a call from Mr. Kaushik from the head office. He said only repair is possible and no refund and replacement. I requested to talk to his manager and he said that it is NOT ALLOWED and he HUNG UP on me. I was really surprised. No company would do that.

Honestly, I am insisting on a replacement or a refund because this is a new product and has to be repaired twice in the first 6 months itself.

The head office has not been clear with me neither have they updated me whenever I requested for one. They have been irresponsible and careless. I really want someone to look into this and help me out. Today is the 16th day since the washing machine was taken.