Negligence of baggage handlers

I am very disappointed with Mango service.I took a flight to joburg on the 08/09/2018 from cape town. When I got to joburg my suitcase had a crack unfortunately did not have time to report that I was in a hurry. On my way back on the 16/09/2019.The very same thing happened the handle was broken and there was a hole .I reported the matter in the parcel counter. The guy (Thembela) who was helping me told me that mango will not replace my suitcase because its just a hole and they do not cover broken handle.I will have to deal with the travelling insurance. Anyway he lodged my complaint(ref number 1 , C 20123) and promised someone will give me a call. It’s been a week already no one called.

It was not the first travelling with the same suitcase I never had issues. But mango staff are negligent and have their seniors/collegues protecting them.That suitcase was very expensive and now is destroyed because of negligence. I want to be refunded. I took pics and the guy took the pics and refused to take pictures of the previous incident.