Luggage received beyong repair

To my dissapointment, after having pleasent flight, I received at OR Tambo my Cellini suitcase in a terrible state of repair. I reported it to their Customer relations desc with all supporting evidence only to receive refutal of any responsibility with regards to their poor luggage handling which lead to my suitcase looking like a wreck. I had greatest surprise learning that this clear accidental damage Qatar Airways considers as a " Normal wear and tear". In essence what Qatar is saying is that they do not practice good care of their passengers property which was in good faith passed temporarily into their custody. In short I am very dissaponted with such attitude coming from the company who advertise itself as having service excellence. My Case Reference ***