Angry

I bought a trolley school bag in Dec 2020 for R1000 with 2yrs warranty. In Nov the handle broke and I took it back to the store and was told to come back after 3 days because the agent is not working. Did I buy from the volcano agent, was I told that I will have to deal with the agent if it gives me problem, No. After 3 days I go back and I'm told that the agent for volcano is still not around and I asked them to call volcano the supplier. The supplier respond by asking game to send a photo so they can do assessment. My question is how do you assess by just looking at the photo. How do you see if the mechanism is not durable enough or faulty? 6days later the manager calls to say it's physical damage and I ask him if the bag is with the supplier and he asks me if I don't have the bag with me. How can he give feedback without haven seen the bag since I bought it from game not volcano. I call their headoffice and they tell me that the bag should have been sent to the supplier. Game has total disregard about their customers, they only care about their pockets