HELP!-my iphone 13 promax have been damaged and I didn’t receive appropriate support

My iphone 13 promax have been damaged at the 12month-36 day.

We did bring it to apple’s repair center in hochiminh city, vietnam, but all of the supports they provided are not appropriate.

They didn’t answer the question why this phone have damages, it’s not our faults at all

If it’s not our faults, untill now we still believe that this phone is an error product and it’s should be replace with a new one

We tried to contact someone via 18001127 portal, they knew well our situation but she didn’t provide any good solution for us, cause they don’t have enough authority

We really really need someone who can help us, to have an appropriate answer and protection the customer right