Disappointing Customer Service

On the 09th December '17 ,i was travelling from Abidjan to Johannesburg and landed on the 10th Dec '17 early hours.Upon landing i realised that my luggage bag was damaged and realising it was early hours i did not think that Ethiopian airlines staff was at work during that time, i opted reporting my matter online.Indeed i wrote an email relating my story and i received an acknowledgement of receipt then i was asked for a reference number which i did not have due to the fact that i reported my issue online and because i did not want to waste anytime i sent my flight details as proof including my damaged luggage photos and this was done on the 15th December'17..To date there's not been any response .That is bad customer service particularly because Ethopian Airlines praises itself as the best in the region my assumption was their customer relations will be as prompt living up to to praises..I am so dissapointed....