Samsung — Damaged product delivered

I purchase Samsung washing machine worth cost of 32k from Samsung online estore 0n 13th july. During installation technician visit we found there are several dents marks are on machine boast and there is broken bracket behind the machine. I requested to exchange the machine but they said it is not possible you need to return the machine and order a new one. I am ok with that they told within 4-5 days reversal pick up will happen but after completing 12 days no body bother about it . I am follow with this guys regularly but do not get any fruitful answer. I really annoyed and mentally harassed from this guys. I am not able to wash my clothes from last 12 days and giving clothes laundry services with so much high rates