Amazon India - Package Received Damaged No refund No replacement since 4 months

I ordered HP Laptop from Amazon.in on March ** **** which was delivered on March ** ****. Unfortunately I received a damaged product, the display was cracked. On March ** I talked to Customer support and she told me that she arranged for replacement. Pick-up agent came to the location and refused to pick up the product as he had no idea that the product was damaged.

Since then I have done everything in my power to return the damaged laptop i.e. I spent several hours on chat support explaining my issue, talked to customer support over a call for more than ** times. But after a while chat support executives started rerouting my chat to each other as they had no solution which made me a difficult customer for them. I chatted with higher escalation desk as well. The only solution they had was cheesy copy-pasted replies and the same promise that the item will be picked up without fail this time. However, * times Amazon pick-up agents refused to pick up the item as they had no way to verify that the item was damaged. Verification Failed! Everytime. I told them to arrange pickup without in app verification as pick-up agents were not able to verify. I continued to pursue the matter by chatting and call-backs from Amazon’s end. By the way * out of ** attempts Amazon support doesn’t call back so that’s another challenge. Even in international roaming I managed to talk to them as I was out of the country but after * pick-up attempts no agent showed up for pickup and there was more than ** pickup attempts. I have email trail for every pick-up request. And now when I try to talk to customer support it says “We cannot find the product”. So the call back option is also gone. It doesn’t stop here…I requested a refund as my fund is stuck with Amazon unnecessarily but the ‘refund policy’ is first they pick-up the defective item and then initiate a refund. I think I have reached an impasse.

Can you believe, AMAZON who claims to be a leader in the Ecom industry, couldn't find a solution for a very simple problem. Or simply they don’t care at all.