Amazon India - REPLACEMENT NOT PROVIDED

NEW REFRIGERATOR HAS BEEN BOUGHT FROM AMAZON ON **-**-**** AND ON THE DELIVERY ON *-**,-**** IT HAS BEEN FOUND PHYSICALLY DAMAGED, ON THE CONTACT TO AMAZON INDIA CUSTOMER CARE IT HAS BEEN AGREED BY AMAZON THAT A NEW REPLACEMENT WILL BE ISSUE OF THE SAME PRODUCT. A REPLACEMENT REQUEST HAS BEEN INITIATED AND RETURN PICKUP OF THE ITEM HAS BEEN SCHEDULED. THIS PICK UP NEVER HAPPENED AND PICKUP REQUEST AUTOMATICALLY GOT CANCELLED WITHOUT ANY INTIMATION AND IN SUBSEQUENT CALLS TO CUSTOMER CARE THEY HAVE ASSURED THAT THEY WILL RE INVOKE THE NEW PICKUP REQUEST AND DID SAME, BUT AGAIN THE PICKUP AUTOMATICALLY GOT CANCELLED. THIS HAPPENED * TIMES, THEN AMAZON CUSTOMER CARE RESPONDED ON SUBSEQUENT CALLS THAT THEY WILL LAUNCH AN INVESTIGATION ON PICKUP FAILURES AND TO WAIT TILL **-**-****. ON THE DATE UP ON CALLING THE CUSTOMER CARE IT HAS BEEN INTIMATED THAT THE PRODUCT WE BOUGHT IS NOT ELIGIBLE FOR THE REPLACEMENT OR REFUND AND AMAZON WILL NOT TAKE ANY FURTHER ACTION ON OUR REQUEST.
IF IT WAS THE CASE THEN WHY IN THE FIRST PLACE REPLACEMENT REQUEST WAS ACCEPETED AND WHY WE HAVE BEEN WAITING FOR ** DAYS TO TELL THAT. THIS PRODUCT IS NOT ELLLIGABLE FOR REPLACEMT.