Luggage claim not attended to ruins entire experience with SAA

On 27 August we flew business class from Mauritius via Johannesburg to Caoe Town, On arrival one of our new suitcases arrived badly damaged. As the arrival was late at night, the luggage counter was not occupied anymore, instead we were given an email address for customer service. We send an email with all pictures, boarding passes and proof of costs of this suitcase, just to receive a note that they have forwarded it to the relevant department. We never heard anything again, so we sent a reminder to this specific department. They rep**** that we need to send pictures, which we immediatly did, questioning why they have not been forwarded to them in the first place!? Since that, SAA is keeping quiet and does not answer at all. We believe that 3 weeks should be more than efficient time for sorting out a simple issue like this... Very disappointing from an airline which otherwise gave great service during the flights. It just ruins the whole picture and makes us probably not choosing SAA again.