Terribly run business - why are they even in business still

Flew with Emirates in Oct 2019. Sadly they have an SLA with Louis Datnow who replaced my hand luggage. The luggage piece provided was defective and did not roll effectively and kept falling over when loaded. I call to report this and request it be returned. After numerous calls and messages, which go unanswered/unreturned and then met with ignorance and insolence, they eventually collect in Dec 2020. I make weekly calls to Selwyn, who probably is the most unhelpful serviceman I have ever had the misfortune of coming across and probably even worse than having to deal with LD and its GM Jeff. I was promised that the bag would be replaced, and to date I have heard nothing. I have to constantly call them, message them, etc. Why does the airlines use this company at all. They supply defective bags and then we suffer the consequences and get absolutely no service delivery standard at all. If you are looking for a bag, dont look this way as you will regret every moment of every encounter with the company and personnel. My only hope is that they actually do give me a decent bag after all this drama.