Amazon India — refund and return of defective product

Order#[protected]

25/07 : Ordered the Samsung Galaxy M42 5G (Prism Dot Black, 8GB RAM, 128GB Storage)

26/07 : Delivered the package

28/07: Opened the package. The device wasn't starting. Called up the customer care.They scheduled technician visit on 30/07.
I told them I'm travelling outside india and wont be avaiable after 31/07. I would need mobile to be replaced before that if its not working. They promised me that the device replacement will happen on same day right after technician visit.
(The reason I checked the item on 28/7, I generally keep any outside items away for couple of days to avoid any covid contamination.)

30/07 : Technician sent out the report to amazon team. I called up customer care asked them about replacement. They told me, it cant be done in a day.It cant be done before 3/8 which wasn't same as promised on 28/07. I asked for return as I wont be around after 1/8 for replacement. They scheduled return request for 1/08.

1/08 : The pickup person came. He said the device is not working. I cant verify.Tell customer care that Verification failed. I called customer care with the details. They said, we will send all necesory details to pickup team. It will pick next time. They created another return request for 2/08.

2/08 : The pickup person came. He said, they didnt recieve any approval email. He cant pick the item. He put comment as IMEI mismatch.
Again, I called customer care. Again, they came up with some other info and told me that we will send all necessory approval to pickup team and they will pick the item this without any issue. They created another return request for 3/08.

3/08 : no one came to pickup. Again, I called customer care. this time they said, now the picked failed attempt crossed three time. They have escalated to another team. It will be done in 2-3 business days. They created another return request for 6/08.

6/08: no one came to pickup.Again, I called customer care.The saga continued.

9/08: no one came to pickup.Again, I called customer care.The saga continued.

12/08: no one came to pickup.Again, I called customer care.The saga continued.

14/08: The pickup person came. He said, they didnt recieve any approval email. He cant pick the item. He put comment as IMEI mismatch. The customer care team told on on 1/08 that we have mentioned in the return request that the item is dead on arrival. They cant match the IMEI number as the device itself is not functioning.

I think they really dont want to come to any resolution. After 7 attetmpts I'm still on same position as on first return request.They just want me to give up and stop following up with them. I wont do that. I have paid my hard money and I want that back.

The kind of frustration I've gone through is different but this is the worst service I ever faced by amazon.

Appreciate your help on this.