Amazon India - Received Samsung Galaxy Note 9 non working dummy phone from Amazon.in

Order ID: ***-*******-*******

I placed an order with Amazon.in during great indian festival on **th October ****, Order # ***-*******-*******. I placed an order with Samsung Galaxy S* phone in exchange. The product cost was ***** and after exchange I paid Rs ***** from my credit card.

I received the product on **th October ****. Since some videos were circulating on facebook that companies like flipkart and snapdeal are selling fake products so I thought to record the unboxing video of delivered product. But it turns to nightmare when i found non working dummy phone. I immediately called up and emailed amazon customer care team and shared the pictures and video url as the video size was too big to be attached in email.

I got reply from amazon that they will carry out of the investigation and asked me to contact on or after **th November ****. I called up on **th November to confirm the status and I was assured that the wrong product will be picked up on **th November ****. The courier guy Himanshu Thakur came and picked the product but within * minutes he came back and returned the product to me and told that he has not received any confirmation over email hence he will not take the product and after sometime I received a pickup cancelation message.

After sometime I received a call from Devendra Choudhary called me to confirm whether the product was picked. I explained entire thing and he assured that he will rearrange the pickup by end of the day. I called him in the evening to confirm but he said his shift is over and he can't do anything.

I called up Amazon customer care team and got to know the different story. I was informed by escalation team member Rohit that as per investigation report Amazon delivered the correct product and now they can't do anything and refund or replacement is not possible at all and I was told that I can take whatever action I can. Amazon investigation team did not tried to trace the phone with IMEI number then how can their investigation be over.

Now my Rs ***** at stake because Amazon can't do anything.

I am attaching the google drive link where of unboxing video. https://drive.google.com/open?id=*kuQPg*VDJpFCeXvVBo-rm*ur*-ziFQ_B

I request this forum to help me in this issue