Thank you very much for tearing up my luggage and then claiming it is not within the policy of your company to replace.  I TOTALLY understand that wear and tear happens...in fact, I expect it.  However, it appears as though a United employee had a very bad day and took it out on my luggage.\n\nThe United representative at LAS was professional and courteous, but obviously could not do anything about it and was quick to rehearse a canned speech that I no doubt believe he has had to use many times.  I at least appreciate that he treated me w/ respect.  \n\nWhat's going on United????  It OBVIOUSLY appears you are more focused on profits and not customer service.  Time to change airlines???