Dell India — NEW Dell Desktop not working

I had purchased a DELL desktop (service tag 2BCFG92) on 22nd November and have been suffering ever since.
The Desktop is slower than the 10 year desktop I was previously using.
After paying 60K, the customer experience has been a nightmare.
I have reached out to Dell exclusive store (Velachery, Chennai) from where I'd purchased and he simply states to reach out to the technical team.
The technical team is highly inefficient. After speaking to them for over a week and following the troubleshooting steps, they are not assigning a technician to come and check even though ideally they should be replacing the desktop with a 'new' working one.
Dell's customer carte is a joke. They route the calls and I have to keep repeating my issues to everyone.

It has come to a point where I ask myself, how did DELL get to where it has with the kind of customer service that it provides?

At this point, I am looking for the following

1. Refund the full amount
or
2. Replace the desktop with a new one