Ebay.in — Apple ipad 2 digitizer / touch screen lcd glass (white color) - damaged product received

Address:	Nagpur, Maharashtra, 440009
Website:	www.ebay.in

I had ordered the product on 17/01/2016. Immediately I noticed that the address given by me was of my home when I wanted the product at my Hostel. I raised a claim to change the address. They told me it cannot be done and the claim was rejected. I received the product at my home and found that it was damaged. I could raise a claim on website because of some technical glitch which seems to be that you cannot raise 2 claims on a product nor you can edit them. So I contacted ebay by emails and phone. On mail ebay replied that the claim was already closed citing the claim regarding 'change of address'. I called them up and tried to explain the situation to which they said they'll get back to me within 5 working days. I never received any call from them. Meanwhile the seller contacted me and conveyed to me that he was ready to replace the product but the request of replacement has to be processed by Ebay since the product was damaged in transportation and he needs to claim insurance.
I have tried and contacted the Ebay support thousand times since then, but they have the same response every time. "We will get back to you within 5 days", and nothing happens