Apple India — iphone xr

Address: 411027

My name is prasad patil and even trying about several request i m not able to install esim in my iphone xr. The apple store took my phone for a weeks and return without any help. The customer centre is trying to help
From 3 weeks but no conclusion is reached. I want to replace my brand new phone. I am attaching the video which clearly mentions the software has back sim option whereas i have ordered it from indian retail store and should give me the option of esim.