Spice Jet Airlines — baggage mishandling/ baggage irregularity report

Address:

Murasoli Maran Towers, 73, MRC Nagar Main Road, MRC Nagar Chennai Chennai District Tamil Nadu, 600028

The damage was considered as normal wear and tear

"normal wear and tear (Scratches, torn zippers, straps, wheels, handles, scuffs, dents, soiling or manufacturer defects)." apparently, this is a case of baggage mishandling.

Spice crew which was available on arrival gate checked and mark the damage on bir report which is attaching for your reference. (Damage area highlighted in attached bir report for your reference, he assessed it as major damage, not just a problem with the bag handle).

Highly appreciate if you could let me know how you investigate and assess this as normal wear and tear.
Over telephonic conversation, customer executive mentioned that this is because of overweight. However, the baggage was not weighing more than 3killogram. He concluded it was normal wear and tear which did not happen with other 3 airlines and only with spice jet as this bag was used for traveling previously too.

Unfortunately, i am unhappy with the service and the response provided.
Kindly let me know your final decision on this complaint.