OnePlus India — Oneplus buds - My request number is TLSBSVMLLI4H

I sent my oneplus buds for a repair as they were not giving proper sound and are still under warranty, its been more than 20 days and I don't know what repair is being done as I only get one response from customer care that engineer is not yet assigned.
Does it take this long to assign an engineer, if yes how are you guys running a company.
I have been a oneplus users from years now but had come in contact with customer support the first time and can't imagine it is so DAMN POOR.
If you can't repair the buds then replace it, every other company does that.
Seeing such customer service now I would definitely have to switch to some other brand
It is Very DISAPPOINTING to see such response from oneplus.