Samsung — Damaged Product Received

Website:

www.samsung.com/in

Order ID: [protected]
Ticket Number: 73345842
Phone Number: [protected]
Address : 116 J, DD DIAMOND VALLEY, EDACHIRA, KAKKAND, ERNAKULAM, KERALA PIN : 682030

Dear Team,

With lots of excitement about a new TV buy, my Samsung frame TV arrived On 17 Aug 2022 after a delay of 2 days from the promised delivery date. The delivery partner simply cancelled the delivery multiple times stating Customer Refused delivery without even making a call on the date shown as Out for Delivery.

Upon arrival I signed the package, after inspection, I found the box had damage which I reported in 5 min to the delivery guy, Through phone and mail. Also, I called Samsung to report this incident and both times after having a good conversation with Agent my call got disconnected even though I didn't get any call back from Samsung.
After the installation guy Visited my place We found the TV panel is also damaged which I communicated to Samsung via chat and via call. Now a ticket ID is generated ticket ID is #73345842
After continuous follow-up, I got a call On (25th September Sunday at 2 pm ) from Samsung that my problem has been addressed and Pickup will get initiated in the next 3 days.
After it reaches the Samsung warehouse my refund will be processed. When I felt everything is working fine at last I got the next call from Samsung's senior escalation department around 3 pm on the same day.

I got a completely different response from that her, Her name was Swetha and she told me to press the return button to start the process of return which I am not seeing on the screen,
She was also unaware of the previous call made to me and she told me the last call gave me the wrong info.

As a customer, I am left confused.
1) I purchased the TV from samsung.com and I see an evident lack of coordination between multiple departments where my hard-earned money is blocked indefinitely.
2) As per Swetha I need to press a return button on my order and As I said I am not able to see the return button, I can also see my TV is marked as installation complete when My installation was cancelled because of a damaged product.

After a few more days on 28 Sep, Only the mobile which got free with TV was picked up from my location, what will happen to the tv when will it get picked up. Please speed up the process and confusion.

Request if you can help your Samsung team to work as a team and not provide a confusing statement to customers. Also, I would like to know what I am supposed to do next to get my Money back from Samsung
I wring this mail to expedite the process as I had a terrible lousy incident purchasing from Samsung. Also on a high Importance note, I have a 5-month-old premature baby at home and we can’t keep the carton box inside the home as it smells terrible. I hope you understand it's really concerning to the health of newborns you will help deeper on quickening the process.
Thanks & Regards,
Vinod Krishnan