[Resolved]  Vivo Mobile India — about exchange policy

I’ve purchased my mobile (Vivo y83 pro) on 8th nov, 2018 in bigc mobiles (D. No. 28-1-53, ground floor, near rama mandiram, eluru road, vijayawada, a. P). The main problem with my mobile is “hanging” i. E, applications like google maps, youtube, instagram etc., are hanging so i approached to the vivo service centre located in kukatpally, hyderabad. And i want to replace my mobile with a new handset of another company. So, the engineer of vivo centre (Hyderabad) said “if you want to exchange the mobile with a new mobile of another company then you should approach the nearest vivo service centre to which the mobile is bought. So as said i’ve approached the vivo centre located in vijayawada. And they have approved the problem in my mobile since i showed them with proof (I’ve recorded my mobile screen (Vivo y83 pro) when it is hanging with another mobile). But here is the problem, the manager of vivo service centre is making argument with me that he is not going to exchange my mobile with a new handset of another company (How can exchange policies of two authorised service centres of the same company are going to differ?). Keeping this issue a side, the manager of the vivo service centre (Vijayawada) is not going to give the new handset with a sealed pack (How can i trust the mobile going to give me is not a refurbished item?). So, please kindly solve my issue (Please kindly read my conditions) with in 15 days or else i’ll file a case an issue against both the vivo service centres (Vijayawada, kukatpally-hyderabad) under consumer protection act, 1986.

Conditions:
1. Service centre located in vijayawada should exchange my mobile with a new handset issuing dol to me referring big c mobiles (In vijayawada) since, exchange policies of two authorised service centres of the same company can’t differ.

(Explanation of the 2nd condition can be explained by me, as the manager of the vivo service centre (Vijayawda) is constantly saying he has no right to implement/make his own decisions with out consulting the higher authorities so the same is going to happen in every authorised vivo service centre. So the engineer of vivo service centre (Kukatpally-hyderabad) can’t issue dol to any customer referring the near by mobile stores to exchange mobile with another mobile of another company with out referring higher authorities).

So, either manager of vivo service centre (Vijayawada) is partially following the guidelines of vivo 30 days exchange policy or engineer has given me the wrong information about the policy. So i’ll file a case section 20 under right to information act.

(Or)

Either of the two vivo service centres has to show me the complete information about exchange policy of vivo and has to give me the explanation why both exchange policies are entirely different (I’m asking this question as a general citizen rti act)

(Or)

If the engineer of the vivo service centre is correct to his information provided to me, there is no way to the manager of vivo service centre of vijayawada has to request the higher authorites of vivo company to kindly issue dol to me referring big c mobiles to have a exchange with a new handset of another company

Please help me solving this issue i'll choose another brand over vivo..