Replacing damaged suitcase

I flew from Lanseria to Cape Town on 3 October 2015 only to find a hole in my Samsonite suitcase (I do not even want to wonder how that happened). I reported it and was told to bring my suitcase in for assessment, which I did. I was called to come collect a replacement suitcase since mine could not be fixed. I arrived and noticed that they replaced my Samsonite with a Paklite and when I queried it I was informed that they could not find a Samsonite in the same specs as mine (not true - go into any luggage store). After I indicated my unhappines with them replacing my R6000 suitcase with a R1000 suitcase a manager was called. The message I was given was that I should take it or leave it - that was all they were willing to give to me. I could also apparently leave the suitcase and lodge a claim - I would then get $5 per kg of suitcase ($15). I left and tried to complain telephonically only to be told they do not accept telephonic complaints and I must send an e-mail. I sent the e-mail on Monday 2 November to cr@kulula but have not received any reply. Please investigate and at least give me some indication what you are planning to do.