Apple iPad Pro 12.9-inch Took 10 Hours to Charge

I bought an iPad Pro 12.9 inch device on 16/10/2023 via pt technology and after a certain time it started to charge late, it could take about 10 hours to charge 100%, I took it to Apple Akasya, I told my complaint, they said they would take care of it, they said they would notify me after the inspection. A few days later, I received an e-mail saying that there was no repair, that it was user error, and that I had to pay 12, xxxtl + VAT if I wanted to exchange it. Now what's on my mind is how could I break the inside of the charging socket? If the screen is a camera, OK, user error would be in question, but how could I damage a closed area? If your technicians are very knowledgeable, let them tell me whether I broke it with a screwdriver or a teaspoon, and with which object I damaged it, that's all I have to say.