VIP — replacement

Address:

400081

I got vip skybag bag from vip oscar mumbai.
They said the bag had 5 years warranty.
On my return to india i noticed my bag is danaged with scratches due to improper handling by airport authorities.
I ws never told that i had to claim at airport.
I told the shopkeeper and he says we will check with company
Its been 15 days and he says company said no to replace bag.
If so then what is the use of warranty???
If yes then why shopkeeper / company takes soo many days?? Its time for me to go back to usa and i still dont have my bag.
Or the company promised to replace the bag but the shopkeeper is playing games??
What should i assume as a customer??
I do not trust vip anymore though i am using it since last 25 yrs now.