Shocking customer support from Emirates!!!!

My wife traveled from Johannesburg to ****et via Dubai on 24th April. Her 2 suitcases were wrapped at OR Tambo. When she unwrapped the suitcase in ****et, she called me to advise that one suitcase was badly damaged (now broken) & the second new Samsonite is missing wheels. We contacted Emirates was advised to communicate via their website. I went onto their website & filled out the complaint form. Received an email confirming our receipt of our complaint. Since then we have heard NOTHING! I have called the local office on numerous occasions & all they do is say we must go & buy new cases & MIGHT have a claim. UNACCETABLE!!! My wife is travelling with two broken suitcases. We did not budget to replace two expensive suitcases on her trip.