Bag negiligence

The baggage staff at Etihad Airways mishandled my travel bag which was only two months old. All three wheels came off. I reported this and was told to take it to a repair shop and then file a claim. The repair shop said they could not repair the bag because the damage was internal, at the point where the wheels connect. I sent the email as instructed and have not yet heard back from Etihad Airways. It's bad enough that they mishandle our bags, but for them to take so long to respond? I travel a lot and need a travel bag, they need to replace my bag ASAP.