Samsung — m31 samsung, highly unsatisfied customer

The mobile phone was purchased in the month of march 2020.in may 2020 the phone has stopped working and due to covid situation and strict lockdown the phone was given for repair in july 2020. The phone hardware was damaged so the service executive has informed us that we will get the replacement. Instead of replacement we have received the coupon which is valid in samsung store only. My point is if i have bought the phone through online platform why shld i buy a new fone from store which doesn't have features as my m31 in same cost. Why shld i pay extra money. I have escalated the matter to ceo desk of samsung and they have promised me resolution in 48 hours. From last month atleast 10 times i gave written an email to ceo desk but not getting response. It this a way samsung india is dealing with customers. Highly unsatisfied customer. Feel like why i have opted for samsung products.