Damaged laggage

While on vacation in Europe, we arrived in Germany to find that our luggage had broken. We attempted to report the issue via email (info@services etihad.com / ***)but were unsuccessful. The last time we spoke with the airline, they advised us to speak with their local agent, and during our conversation, the agent suggested that I send an email to the airline, tagging the local agent :"south africa based company (lostpropertyjhb@colossal). I have done so, but have not received a response from either party. Would you please help me?