No responsibility - Bad Service

On the 15th of January, my mother flew from Cape Town to Lanceria. Her brand new suitcase (A Christmas gift) was badly damaged and Andrea from the Help Desk informed me that they "pride ourselves on customer service" and then shortly after that informed me that our claim would be declined. I reported this on the 16th of January, followed up twice, and called twice, and only on the 22nd of January received a reply. Even though there was obvious impact damage and a tear to the suitcase, this is their "Great customer service!" Be careful...