Amazon India — motorola x4 xt1900-2: received a used phone

Website:

www.amazon.in

1. The phone was ordered on 10th oct & delivered on 12th oct.
2. The phone that we received was a used phone. It already had the scratch guard. It was a factory reset phone. The imei software version showed that it was reset for 5 times.
3. When asked about this to amazon customer service:
The reply after 1st call - you will have to wait for 7-10 days to get a resolution.
The reply after 2nd call - you will "have" to initiate a refund. I requested them to give me a replacement with a new phone. Cost (11990 after the applicable discounts). They replied that they cannot replace it, i will have to initiate a refund only.

Question: i wanted a replacement of the phone. Why was i asked to initiate a refund? I will surely drop in a complaint on the consumer forum regarding this issue.

This is really very disappointing from amazon's end.

I will now have to order a new phone again. I will not get the instant discount applicable on the sbi card. Also, the phone's cost has now increased from 12990/- to 13990/- it is my loss of money + time + a fraudulent activity by amazon.

The major point here is : how can amazon send a used phone & "not replace it instantly". They are rather asking the customer to get a refund & again buy a new one. Highly disappointing.