Problem with a newly purchased OMEN Transcend 16 Laptop

[ka_srivas]

I am from India and I bought a laptop from HP's official online store, however, it's got issues with the screen. An engineer visited, confirmed the problem, and raised a Dead On Arrival (DOA) request. On November 6th, I received a DOA letter via email, asking me to visit the point of sale for a replacement. However, since I bought the laptop directly from hp.com/in and not from a physical store, I informed the DOA team and the service-head team about this. There has been no progress on the case since then. I've been following up on this matter using the provided case number (CASE ID - 5114257819) and reaching out to "servicehead@hp.com". But, despite my repeated efforts I am not getting any proper response. Each time I contact them, they provide the same standard reply, stating that the case has been escalated to the concerned department and they will contact me within 24-48 hours. And I never receive that call. There seems to be no mechanism in place to contact a senior person or escalate the matter. Additionally, no designated case manager has been assigned to provide clear updates on how to proceed further. None of the office numbers given on HP web site are working.  It seems HP is taking it's Indian customers for-granted. Is there a way I can contact some senior person who could look into this and provide me a resolution?