Negligence of Luggage

My experience is conflicted due to the negligent of my luggage. One of my bag handle was broken and due to their policies was not assistant. You can confidently see that the handle of the bag was broken by negligent, possibly by thrown around... This is a handle I carefully slot it in... Hence, I am puzzled when its broken, because it requires a lot of force or serious negligence to snap that handle... I am seriously sad... Please people never take your luggage when using Kulula...