Suitcase damage

Suitcase Damage - lack of accountability!!! This is the official response from the airline. Quote: Good day Mrs L***x, it’s jamain from lift . Apologies for the inconvenience due to the wheel that doesn’t rotate on our bag . As mentioned we do not cover this at lift . Your file reference number is DURGE10215 . Have a lovely day further . Unquote. This was a new Rimowa suitcase. Non accountability and lack of responsibility surely isnt right in this day and age. The repairs to the bag have cost more than the flight!!