Terrible customer service so far

The second Samsonite bag that has broken with minimal use. This time, after just TWO trips. R5k for a bag that lasts for TWO TRIPS?? Then, when I took it in for a REFUND (it's several months old), the lady at the store says that they "will need to see" and started a narrative to make it seem like it's been tampered with, when it is clearly a design issue. But she realised that wasn't the case after I chatted through it with her; but STILL, she was softening me up for the fact that Samsonite will most likely NOT REFUND but might fix it for me... Two tiny arms on the lock, that snapped off when the bag was going through luggage handling. I immediately noticed it when I collected my bag, and checked to see that nothing was ******. Nothing had been ****** (and I had valuables) so it clearly broke without any nefarious activity.

I sincerely hope they actually give decent customer service.