I had the same experience when I checked my Samsonite carry-on, as I was carrying hazzardous materials. (Well, duty free Bombay Saphire actually). The foot was broken off (amazing really, that bag has done well over 200 gate-check flights in the US with never a blemish). The BA desk in T5 promised a replacement. There was a slight SNAFU in that Antler were not informed, and the BA person in T5 wrote down the wrong incident number on my reciept. Then Antler delivered a massive suitcase. Luckily the GGL line sorted everything. I must say that I think the Antler case is very inferior in quality to Samsonite, but mustn't grumble.
Do all passengers get such good service, or is it status-related?