Paytm Mobile Solutions — received defective laptop product

Address:

201301

Paytm mall is one of the worst online shopping platform. Their seller provides defective products and they can't do anything. Even worst is their customer service experience.
I have purchased one ashus laptop order no. [protected] on 20 september 2018.
I have received defective product as mouse pad was not working. I have made complaint on 23rd sep 2018 for replacement. They provided new
Order no. [protected] 23 september 2018 6:17 pm. I contacted customer care many times and they don't have satisfactory answers. Then they asked for product images and condition. On which i have shared their information 2 times. And informed in customer care executive. But i was getting same mail for sharing images. I don't understand, why they are need same details again and again.
Finally, they resolved ticket without confirmation and resolution. And asked for feedback. I have provided negative feedback. But nobody cares.

Now my new laptop mouse pad will be replaced by ashus. Why paytm has not replaced product in first place when i have replacement policy.