Wow -- that was a mighty quick gang-up on the OP. And I fail to see what somebody's country of origin has to do with the issue. We don't know what the OP said in his original letter, but to me BA's answer does seem a bit short on the customer service angle. ("Thanks for writing, we'll look into it, now please go on your merry way... bye!") If something on the plane is broken to the point where it can cause injury, then of course it should be fixed immediately. Frankly, given how BA touts its high standards, I'm surprised that broken metal and glass was considered "acceptable" in the first place.

And yes, I think the OP should get some compensation in return. ("The dreaded C word"). Maybe a $-off coupon for the next time he flies -- which would give BA both some revenue and a chance to show that this past flight really was an aberration. As opposed to saying "We hope you'll be happy with our standards the next time you fly with us"... Why in god's name would you continue to patronize a business that didn't meet your expectations? And, even worse, blew smoke at you when you reported a seemingly legitimate problem? ("Oh Mr. Smith, I'm sorry there was a cockroach on the floor. I hope it doesn't happen the next time you come to our restaurant.")

FWIW, I think it is sort of silly to say "why did you do X in the first place?" The real issue is that the OP is not very likely to be a repeat customer... and a company either cares -- and tries to change that -- or it doesn't. In this case, I certainly don't think BA has done much.