Apple India — No response and replacement for a defective hand piece from apple

It has been more than a year now and till date i have not got any response with a solution from any representative of Apple. infact i have also written multiple number of times to the CEO Tim, but in vain and lots of pain. below is my mail sent to Tim over the last 20 months. Hi Tim,
I unfortunately was left with no choice but to write a mail and escalate the issue on the apple product I have. I have been an apple customer since the time I could afford the brand and believe me I have always been a brand ambassador spreading only the best for the brand, however I have been lately extremely disappointed with the apple product and the India service centre. The people who are the face of the brand in India are ruining the experience.

Request you to have my concern addressed with a solution and not a robotic revert that I have been receiving since 15 days.
Case Number - [protected]

I request if my hand piece is replaced.