Horrible experience with Samsung exchange policy

I purchased an Samsung A73. On the 11 May 2022 it was delivered to me, in the first week of getting my device I found that there were issues whilst reading documents on the device. On the 23/05/2022 I contacted Samsung and asked for them to exchange the device because if it was already giving me issues within a week with longer usage the device might become more damaged. I asked the consultant to make a note that I want an exchange of the device and that should not fix and return to me because I called with the 14 day return policy. On the 27/06/22 the courier company picked up the device, it has been sent to the assessment centre but no one can tell me when the new device will be delivered to me. I was informed by the consultant as soon as the device is with Samsung a replacement will be sent to me. Its been almost 2 weeks and I dont have it. I find this unacceptable. Why have a returns policy when you cannot stick to the conditions stated there. Pls refer to ref nr ***5 to see the thread that has all the times I called in and still nothing is happening. The consultants just keep saying they have escalated the matter, but escalation means nothing when no one will even do something abt this, therefore I have no choice but to write this review. The device is giving me issues. I need to know whether I will receive a new device will be delivered to me or must I drop off all the other items I purchased from Samsung to get me full refund so that I can purchase the device from somewhere else.