Poor Customer Service

I travelled from Port Elizabeth to Qingdao in China(3 Flights). I had my luggage cling wrapped in Port Elizabeth. When I got to the Hotel and started unwrapping the plastic, I noticed that the wheel from the suitcase is completely broken off. I immediately contacted the 24-hour Line to report the damage. The person who assisted me name is Andrew Cook. I told him that I do not have access to my Gmail account (somehow Google is blocked in China). He told me that as soon as I'm back in South Africa I can in a claim. So this I did. Dropped Hollard a mail and they rep**** that they can not process the claim because I didn't lay a claim at the Qingdao Airport.

Thank you for your great servive