Stanley Sold Me a Faulty Thermos and Their Customer Service Won’t Help

Dear Sir/Madam, I am writing from Turkey. I purchased a thermos from Stanley, which I believed to be world-renowned and reliable. However, I noticed that the outer surface of the thermos heats up and the hot liquid inside cools down rapidly. I submitted a warranty claim to your representative in Turkey, KUTUP AYISI company. In my application, I included both a description of the issue and the invoice for my purchase. However, I received the following response from the company: "Dear (Customer Name), we have noticed that the necessary images and personal details related to your request are missing. Due to the lack of this information, we cannot conduct a proper review and therefore cannot process your request. If you complete the missing details, we will be happy to assist you. Thank you for choosing Stanley." How am I supposed to provide an image showing that the thermos transfers heat and that the liquid inside cools down? Are you kidding me? I already attached my invoice—what personal information could possibly be missing? Do you need my mother's maiden name or something? What exactly do I need to complete? Why don't you clearly state what information you require? How am I supposed to guess what you're thinking and what you need? I have realized that I overestimated your brand, or perhaps your representative in Turkey does not uphold the value of your brand. Honestly, I regret purchasing this thermos. I kindly request your assistance in resolving my issue. Best regards, Veli Hakan K*** +90 532 625 **** vh******@gmail.com