Follow Up:

I did call the 1 800 WECARE2 and also my initial online email was to customer care. They were very clear that they do not get involved in any feedback/concerns/complaints if there is anything whatsoever to do with baggage.

I was given a toll free number for baggage tracing (I did explain that I was not trying to trace the luggage, but rather follow up from a written complaint, but to no avail).

The baggage tracing representative seemed a bit bemused as to why I was calling them, but after verifying the details of my flight etc. he apologised and offered $100 future travel credit as goodwill gesture for the extended delay, and another $100 credit as goodwill for the damage to the luggage.