Turkish Airlines Broke My Suitcase and Never Delivered the Replacement

During my Bangkok–Paris flight with a layover in Istanbul on June 21st, I received my large suitcase with a broken wheel. Since no replacement was offered at the airport, I experienced significant inconvenience during my planned trip to Italy afterwards. The compensation amount proposed by Turkish Airlines was far from sufficient to purchase a new suitcase of comparable quality, so I declined the offer and requested a replacement suitcase instead. Although I clearly stated that I would only be staying at the address in France for two more days, my request was approved approximately one week later, and I was informed that the suitcase had been delivered while I was no longer at the address. The address is located in a gated residence, and it is not possible to enter without ringing the bell. Despite multiple written requests asking when and to whom the suitcase was delivered, I have received no response. My messages were marked as read through the system, yet no reply was provided. It is truly disappointing that a company as established as Turkish Airlines has turned such a simple issue into something so complicated and difficult to resolve. The fact that a basic service like luggage replacement is handled with such slowness, lack of care, and poor communication raises serious concerns about the company's commitment to customer satisfaction. To this day, I have not received the new suitcase. I have requested that clear information be provided to me and that the suitcase be delivered in full before my flight from Istanbul on July 10th — yet I still have no resolution. It is disheartening to see that Turkish Airlines has chosen profitability and customer negligence over genuine customer satisfaction.