My better half's Rimowa suitcase was damaged in the hold on a Swiss ZRH-BKK flight at the start of November. (one of the stops was ripped right off the case - which was incidentally brand new)

We reported on the same day, and were contacted by their contractor "Dolfi 1920" to provide pictures etc.. of the damage.

Since then they have been giving us a complete runaround. They keep on sending us a template email asking to provide dates for pickup. When we do reply to that email suggesting dates, they ignore them and don't pick up, then send us the template again.

When I started CC'ing the CEO I eventually got a reply saying "we tried to call you but you didn't pick up" (I did not get a missed call), asking me to call them (without giving me their phone number which is also not in their signature) and when I said no they have gone back to asking me for pickup dates, which they then ignore as the days go by...

How much longer to I have to put up with this circus before I just get back to Swiss and tell them to sort their affairs out? Or can I just have it fixed at my expense and submit them the receipt, because this is reaching ridiculous levels of incompetence.