Xiaomi India — Xiaomi redmi note 3 damanged and defective piece received

Address:	Bangalore, Karnataka, 562106
Website:	www.mi.com/in

I am writing this in reference to the damaged and defective piece I have received from Xiaomi

Reference ID[protected]

Order ID - [protected]

The defect was not visible the day I opened my phone as it can be seen in the screenshot; also the box in which phone was received was also damaged. I have attached the screenshot for the same. In front of me the mail man dropped the packet. Also, when I opened the phone to check it, the phone was not getting connected to the WiFi. within few seconds of connecting it goes off from WiFi. I reported the problem to your service center. On 13th August I received the phone and told your executive that phone is having a small dent on the back side.At that point of time the damaged screen wasn't visible.
On 18th August when it was gifted to me as a Rakhsabandhan gift I came to know that it was defected and damaged. I tried to report the issue immediately but unfortunately your customer care number was going out of network, so I called on 19th and reported the problem.
On 22nd August I received the call from replacement team; the executive confirmed to me that my problem is genuine and my phone will get replaced.
From then on I am waiting and calling your customer care again and again.
on 29th August I had a conversation with Mr Aditya (Floor Supervisor), he assured me that mam you have reported in time and your phone would be replaced. He asked me to wait for 2 days.
On 31st August I had a conversation with Mr Nikhil (Floor Supervisor), he gave me assurance that mam with 24-48 hours our executive will be there to collect the phone.
On 2nd September I had a conversation with Mr Sandeep (Floor Supervisor), he told me that mam you have to send screenshots of the damaged phone.
MY question is when i first reported the issue why haven't this been told to me in the first place.I could have saved my time.
Also your site quotes

I am really having a tough time in getting my damaged and defective phone replaced.
I sincerely want a specified time as to when I will receive my new phone.
As a customer its my rightful duty to ask for an replacement of the damaged and defective piece.