– product not replaced

I purchased a karbonn Titanium S1 plus handset from order date 3rd May,14 and delivery date 5th May,14.The handset was getting hanged evry now and then from the very first day. I filed a complain on 8th May,14 . Next day they suggested (email) to contact a service center at Barrackpore (system Solutions) to get the phone checked and to collect a DOA certificate from them. When I contacted them on 13th May they asked for few more documents like delivery slip and all. again I went there on 15th May.They kept the set with them. Till today neither they have issued the DOA certificate nor returned the set after fixing the issue. Today when i called the customer case of they asked to mail me the issue so that they can escalate it. Now they are asking me to contact Karbonn customer care instead of replacing the product.
please help.

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