Samsung — Samsung Exchange Policy is a Scam

I placed an order for Samsung Galaxy S20 FE phone after paying Rs 39999 with an instant exchange for my current phone for 2450.

Current phone is 3 year old Samsung Galaxy On Max with ZERO screen damage. The phone is in complete working condition and it passed their exchange validation app "cashify diagnose". The only issue that the phone has are minute white spots on the blue metallic back panel.

According to Samsung's exchange policy (https://www.samsung.com/in/offer/exchange-info/), "Damages may include liquid damage or broken screen glass, cracks, lines or spots on screen, screen coming out of phone body, fake or screen repaired from unauthorized service centre."

As per this, my phone should have qualified for exchange. However the delivery person rejected the exchange and cancelled the order. They refused to give the new phone even when we were ready to pay the exchange amount.

Upon trying to contact Samsung Customer Care over phone, they were not cooperating and did not register my complaint even after calling multiple times. My call was transferred between 4 departments and no clear explanation, and also the call was deliberately disconnected.

For the given exchange amount, a completely working phone with minor spots on the back panel should not be rejected. I have attached photo of my phone.