Amazon.in - Worst service given

I got the defective item as the phone was getting heat up. I have raised the concern on *th Apr'** and got the technician visit on **th Apr'**. He did troubleshooting and figured out the issue that phone is really getting heat up.
I spoke to Amazon customer service executive, explained the complete scenario however that guy was the indifferent world. It took * hour to explain that complete concern. Finally, I have asked him to transfer the call to someone superior. Luckily after wasting my * hour, Mr Riyaz from leadership team connected with me. He has initiated the replacement as per the technician report.
After finishing the call within ** minutes I got a call back from Mr Riyaz. He requested me to add some random address of the rural area of India. I asked him why I should do that? He said, "Sir its some backend issue from Amazon, I won't be able to make you understand in *-hour call". He said that as well as this call is also recording. Don't worry you will get the replacement in Haryana, Gurgaon as per my location. I trusted him as the call was recorded from my end and also I got a call from Amazon number.
After ** mins in the mobile app, I have seen that my replacement item was getting dispatched to Bihar (However that random address added by Riyaz). I don't live in Bihar. Now, someone called me back and asked to return the item and as soon as the product will be picked up, will process the refund. I'm chasing since yesterday however, no one has reverted me back.