damaged luggage

My luggage was badly broken upon arrival of my International flight from CPT to TRN in December. I immediately opened a case number (***) and got confirmation email. After that, nothing. Haven't received one email/message from Lufthansa or their service providers. When i tried to phone and speak to an agent, they told me to call back or have patient, but i think a month was a long patience. I had to buy a new luggage of course which cost me EUR80! I am still waiting for them to refund me the luggage but it seems they care about their travelers only when you pay your (very) expensive ticket. I.R.