Damaged baggage and irresponsible handling

I recently arrived in Nairobi from Cape Town to find my suitcase cracked and damaged. I reported this with a SAA representative at the airport in Nairobi, who filled out a form and told me that I will soon receive an email from SAA - that email hasn't been received yet. At the airport on return to Cape Town, I was told to wait for the email. Then, during that week I sent an email to SAA and was told to wait 10 days for correspondence - I'm still waiting for that correspondence. I travel often and this is the first time I have been left disappointed to find my property damaged, with not so much as an apology.