Lenovo Laptop - Refund Not Delivered As Promised

Context: I purchased the Lenovo Laptop on **th May ****. Lenovo provided the corrupted machine and there was a heat issue. Premium Support Engineer tried to resolve it by changing OS, but that made it even worse. Along with the heat issue, the mousepad and touchscreen are not functioning.

Premium Support Engineer promised me a refund and now they're backing off by saying there is no replacement or refund.

Full Complaint: I purchased the Lenovo Laptop on **th May ****. I paid an additional amount for Lenovo Premium Support for * Yrs. I'm facing a major heat issue with the laptop. Lenovo provided the corrupted machine and later the premium support team tried to resolve it by changing the OS. Now, the whole system is not working, The mousepad and touchscreen are not functioning. The premium support team promised me to provide a full refund, but after that, they just disappeared. No one is responding to this incident.
I spent several hours to find the contact details of Technical Support Managers and reached several of them. But still, I didn't get any help from them. They just redirecting my emails and nothing is happening.

Even their service engineer visited my place, checked the machine and he too confirms that there is a problem with the machine & he witnessed there's a major heat issue with the machine.
Now they not providing the refund as promised.
If you find time, please go through the struggles I have gone through.
Day *- I raised a request saying there is a thermal issue with the Laptop
Day * - (A few days later) The representative called me and said there is a problem with the OS. I asked how come there will be a problem with the OS on the new Laptop. There is no reply from him, I just spent * Hrs with him and he changed the OS, while booting he just ran away. Now Laptop is completely not working after the OS change. No touch screen is working & no touchpad is working!

Day * - (A few days later) Another Rep (Ram Singh) promised me that he will take the Laptop back and will proceed with the refund process. He asked me to send several documents & photos and I sent all of them.
Day * - Another Rep called me and asked for the delivery date documents and promised that he will proceed with the refund!

Day * - Another Rep called me and said we will not provide the refund or replacement. He said, "You just have the Laptop" and he just hung up the call without providing any solution.

Day * - I reached the support team and told them all the previous incidents. I asked for a callback and a refund. And they promised me that the team lead - Sachin Naik will give me a callback. But I didn't receive any calls or support.
Day *- (A few days later) I spent several hours to find the contact details of technical managers and reached Ravi Khatri. He redirected me to Mahesh and he redirected me to Nagarjuna Reddy & Vijay Kumar Kukanur.
Day *- Vijay told me that he will take necessary actions.

Day *- (A few days later) Again I reached Vijay and he responded back by saying we will take necessary actions.

Day **- (A few days later) Till now I haven't received any help.

Day **- (A few days later) Service engineer visited my place and mentioned that there was a problem with the machine.
Day **- I reached Priya Tikare, the Global Director of Service Support at Lenovo - Bengaluru, India. I reached her through email but still, there is no response from her.

Day **- Again I reached Vijay.

Day **- (A few days later) Vijay responded that a refund or replacement is not possible.
Day **- It's been one month and till now, I haven't received any refund or solution from the support team.


Conclusion:
The support team is not keeping up with their words. I completely lost the trust with the premium care team. Initially, the support team reported that a refund is possible and now they were backing out by saying a refund is not possible.
I'm a business person and I'm facing several losses because of this Laptop.