Why did Ms. Smallwood go to see a repairman?

Câu hỏi :

Question 83 - 85 refer to following paragraph:
May 19
Customer Services Office
World Travel Limited
25 Cramden Road
London
To whom it may concern:
I spent most of the last two days calling your customer service lines in an effort to resolve this situation (see my customer reference number, A802234-202), but I have gotten nowhere.
So, I’m writing in the hopes that this letter will get into the hands of a more effective person. I’m really hoping you can help me.

On Monday, May 16th, I was in the airport checking my baggage for a light to Amsterdam, and the young man who was helping me – James Strathcona was his name – tore the handle off my suitcase when he was lifting it onto the conveyor belt. I have since inquired as to how much it would cost to fix and was told it would be at least US$45.00. I have enclosed a photocopy of the quote from the repairman.
On principle, I really feel these repairs ought to be paid by WorldTravel, as the damage was done while one of your people was handling my luggage. However, I am being given the run-around by your customer service staff whenever I call. One young man was even so bold as to suggest that the suitcase was probably worn out and ready to break anyway. I assure you that this is not true: I only recently bought the set, and the only reason it was broken was that it was handled with excessive force.
In all other dealings I’ve had with your company, I have had very positive experiences and I have no wish to fly with another airline.
I look forward to hearing from you soon, and I very much appreciate your help.
Yours faithfully,
Edith Smallwood
83. Why did Ms. Smallwood go to see a repairman?