Samsung - Product not replaced 2 months passed worst handling of product by service agent as samsung service c

It is related to an amount of Rs. *,***/- i.e for ear phones. But I want to raise this issue, because of no response or resolution from samsung service center (Jai datta technologies, visakhapatnam, Andhra pradesh). I went for replacement of the product which is not working properly. I gave it to a service agent at that time, he was in a discussion with their colleagues. I observed some frustration on his face. He pulled the item out roughly at that time it was seen torn and he claimed that it is my mistake and did not accept it for few minutes. After some discussion he said the mistake might be on any ones end and said he will replace it from his end. He did not gave me any product related slip. I asked for it many times. He said it is not needed . I accepted it and left the service center.
After * month of waiting i called that person, he said it is still in progress will update me soon. But the same is not happened. I waited for few more days and thought of raising a complaint, i do not have any email id's of samsung grievance, so called the service center to provide the same. but the service center person handover the call to the person who promised me for the replacement. Again he said, he need * more week to process it. But until now there is nothing done. Is this the service provided by the reputed company - samsung to their customers with this level of harassments when we bought a product from here with great trust?
I don't even find any support from the customer care calls even.
I also asked the service agent, whether is it possible, he bluffed me and cheated me with false promises.