Samsung — Delivered Damaged Product and denying replacement or refund

I had ordered a Tab S6 lite from Samsung shop official e-store. It was delivered to me on August 27 and I had informed Samsung E-store and the service head about it with detailed photos on the same day and I was assured that a reverse pickup will be arranged for a replacement after I emailed close-up photos of the damaged S Pen to the Customer Service executive. The next day I get an e-mail stating that I need to visit a service center.

I had also called the service center, and they told me that they do not provide replacements. They only repair products and that they cannot repair the S Pen so I have to contact the store directly. It seems I am stuck in a circular loop with a faulty device and no resolution.

For the past 2 months, I have been getting useless replies and redirected from department to department. Having purchased a Brand new product, I did not want to go to a service center to get it repaired.

I have not received any resolution only delaying tactics to date.
It is really disappointing to have to go through such perils to get a pen replaced!

Finally, after being told that my situation is being addressed and to wait for a few days, the E-store is now telling me to contact the service head again!

I am tired of going between departments as no one wants to
take any responsibility. What kind of company are you running?
The service head tells to contact the e-store and the e-store tells to
contact the service head. I am fed up now. I purchased the product from the
e-store and as per their own policy, I am eligible for a refund.

I just want a replacement for a damaged product I have received
from the company itself and not any third party website!

I had also mailed to the CEO earlier with photos but I guess even they do not care about it.

I had informed all the parties within 24 Hrs of receiving the product.
Please help me reach a solution as I am very disappointed and I really
don't have time to fight over a pen but I am reminded of it daily as I cannot
use the product for its intended use.