Terrible Services from Samsung

I had purchased a New device from Samsung which was over heating . I had logged it with Samsung and i am not getting any support . The call centers drops the calls on me . The tech support at Nandi Drive was absolutely rude and **** to me . I proved to them that the device was over heating and was told that they will log an exchange . 3 days later i was called to fetch the new device only to travel so far to see it has not been replaced . Samsung staff is giving me a very hard time and does not want to replace the device that is over heating . The advisors are not willing to let me speak to their Ops Directors or CEO team . I am being refused . I do not have a phone now for 3 days , I did not even get the Tablet yet which they stated will be delivered in 4 to 5 working days . I need some help please