Back in the day, we use to repair bags. It got out of hand and was a PITA. It's now easier for us to control the costs and replace the bags or issue a travel voucher for the damage.

We maintain a large supply of generic size bags in each baggage service office for our use. Instant satisfaction.

I know EWR is a bone of contention in FlyerTalk. I think it's an East Coast frame of mind. Most of the difficult problems I have had to deal with are from those that live in NYC. It seems that most NYC folks like to be forceful and rude thinking that this will get them anything they desire, right or wrong. LOL