Every airline requires you to present a damaged bag in person. If it's new, it might be worth a trip to the airport. Depending on where you are, UA has a supply of brand new replacement bags and they'll give you one on the spot, if you like it. If not, you'll have to go through the hassle of replacing it (if it cannot be repaired) and getting reimbursed. Be sure the agent makes a "damaged bag" report and gives you a copy so you'll have some reference.
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