Shocking policies and customer service

I've had the most appaling experience the past two days. The workers who load luggage onto the plane ruined my luggage case. It was explicitly obvious that they mishandled it. I contacted them and was assured I would get a response via a call or an email. That didn't happen at all, I had to take it upon myself to follow up with them and only then when I followed up with them did they inform me that my claim was denied according to their silly policies. I don't agree with those policies because in essence what they are telling me and all other patrons is that they are allowing their luggage workers to mishandled people's luggage cases and contents without any repercussions. This mishandling of people's luggage has long been an issue and surely needs to be addressed with the airline as it will continue to instill in their workers that what they are doing is wrong. I refuse to take their conclusion, I want my luggage case replaced. I will take this up further if necessary.