HP India — Damaged laptop return but money not refunded yet

Website:

Hp.com

HP CASE ID -: [protected]

I ordered a laptop from hp.com on 5th of august through agent ID-.[protected] received the laptop on 12th August at my home. When I unboxed it, I found that the laptop is damaged. I tried to contact hp customer care support but failed to connect due to wrong number printed on the box that I have received. After that on 13th August I mailed on hpestore.[protected]@hp.com and [protected]@hp.com but they didn't respond to my mail. After that I took the customer support number through the agent and registered my complaint regarding the delivery of a damaged product to me. After that I had been told by the customer support that my laptop case is under DOA and I had to wait for technician validation. On 14th they registered my case and complaint. After 14th they delayed in assigning the technician, and he visited me on 18th, 4 days after registering complaint. Technician clearly stated after inspection that there is manufacturing defect and in- transit damage on the laptop. On 18th Jabalpur service centre issued me a mail on this issue and told me to contact Hp India for the replacement as the case cannot be registered for DOA because there is no hardware failure in my laptop. It is only damaged. I then contacted customer support again which has been really exhausting and frustrating for me to connect to them and explain the whole issue since I have received the damaged laptop. Customer support has been delaying the process unnecessarily despite receiving the technician letter and nod for direct replacement. On 19th August Suprit Singh Rathod (Service centre head) contacted me and assured me to provide the replacement within 1 day. But the product picked up on 24th August.
This case has caused me a lot of inconveniences and mental trauma and I have wasted a lot of time to get it replaced. It's been really disappointing to receive a damaged laptop and not receiving the refund. I'm feeling exhausted and frustrated. I never knew about the rigidity of the process that Hp India follows for return and replacement. Otherwise, I would have never ordered it from them in the first place. The kind of response I have received has not been helpful at all. I just cannot wait for the refund anymore as the product has already been returned on 29th August 2020. PLEASE, I REQUEST THE AUTHORITIES TO LOOK INTO THIS MATTER AND PROVIDE A QUICK REDRESSAL TO MY COMPLAINT TO SAFEGUARD MY RIGHTS AND INTEREST AS A CONSUMER. I have been really frustrated and depressed since this has happened with me.. Every time I call the customer care they tell me to wait for 24-48 hrs for the updates. This has been a mental harrasment to me and consumer helpline is the last hope for me to receive help. I request the authorities to help me get the refund of 44, 199 for the order that I purchased as I have already returned their damaged product (reached on 29th August to warehouse) as I am not in the position to be a customer of such careless, irresponsible and unresponsive brand. Please help me and resolve this at the earliest. Thankyou