Boat — Product pairing not happening

I have bought boAt Atom 83 airdopes from boAt official site (order number[protected] and i raised a complaint with boAt customer saying the same. They arranged for the pick up from agent also it was mentioned agent will first verify the product and then only he will pickup the product from me incase of any damage he will return it at the same time. But in my case product was good agent took the product and shared with boAt service centre. Today i received whatsApp message from boAt saying your product is damaged that too my complaint was raised for the pairing issue. My question is, if the product is damaged then why did the agent pickup the product from me and as mentioned he will not pickup incase of any damage. If at all boAt mentions product is damaged then it must be damaged by agent it self which boAt responsibility. I request boAt to help me with the same new product in which paiiring works.