Amazon India — fire stick:- defective product and not ready to pick up & return the money

I brought "fire tv stick with all-new alexa voice remote | streaming media player" on 24th april 2019. But after a few days alexa's voice stopped working, i called customer care and they replace fire stick only (For this i called twice to the customer care).
But my problem not solved.
I call to customer care, asked to replace with the new device instead of the fire stick. (Fire stick replacement is done but no use). They said we can not replace that but we will pick the device and refund the money, you can buy it back.
From that time i keep calling to customer care but nobody coming to pick the device and refund the money.
Till now i called around 5 to 6 times to your customer care. Nothing is helped

Are you expecting, i have to go to consumer forum for this?