Damaged Luggage

On 30/04/15 I flew on a flight from JHB to DBN.Once I arrived in Durban,I found that the lock on my checked-in bag was removed.On further inspection,I noted that the zipper part into which my lock was attached was broken as well.I reported this to the Kulula baggage consultants and a ref no was SMS'ed to me.I was told to inspect my luggage when I got home to see if anything was ****** and that if I wanted my bag fixed,I would have to bring my bag to the airport and fetch it when repaired.While the luggage consultant was sympathetic and sincere to my plight,I do feel that Kulula has a bigger responsibility towards their customers.I do understand that baggage is handled by ACSA staff,however,Kulula should have controls in place to reduce and prevent these incidents from occurring.Even though Kulula has offered to repair my bag,delivery of the bag to and from Kulula for repair would be at my own expense and time.This is rather unfair considering that most customers dont live close to airports.I dont have the time to travel to the airport to have my bag repaired and 2 weeks later,return for it.I sent an email to the feedback mailbox on 21/05/15.No response received thus far.Rude!!!