It's not our problem!

I was flying last weekend from OR Tambo to George and back. On arriving in George I saw that my retractable handle (which is used to pull the suitcase) was broken on the one side. I was quite upset, but because I had to attend to business I couldn't immediately attend to that. On my flight back from George, I picked up my suitcase from the carousel at OR Tambo. I couldn't believe my eyes! The other side of the handle was also broken. I went to the Kulula counter, explained the situation to the attending lady, who very blaze answered me that they have limited liability for handles, and that it's not their problem. I was very upset and demanded to speak to a more senior person. Because it was a Sunday, no one was available, and they gave me a card to phone the following week. This morning I spoke to a Customer service supervisor at OR Tambo, Ms. Tintswalo Ngonyama, who told me in the same non-caring tone, that I should read the terms and condition of my contract with Kulula, where I will see that they are not responsible for any damage to handles on luggage. SO easy to say it's not your problem!! So therefore, in other words, I can only assume the following, based on my conversations with both these ladies: 1. When flying with Kulula, they are allowed to break your handles on your luggage. 2. They are allowed to throw your luggage around (because this definitely did not happen with moving luggage around carefully, the handle was made from hard plastic), and not give any regard for it. And then when it breaks, easily tell you that "It's not our problem!!" That is so nice, to take no accountability or responsibility for any of your actions! We spend our hard earned money is buying good quality luggage to protect our stuff when we travel, and then a big company like Kulula can just say, we don't care what happens with your stuff. So reassuring... Makes me definitely want to travel with you guys again. Talk about caring for your customers, and going the extra mile. Thanks Kulula!