LOL, I do find it funny if the agent really said that.
Per the lock being broken ... that was more than likely broken by TSA. If the bag is locked, and they have to check it, they will break the lock. Glad you understand that scuff marks, etc., will happen. They do happen, and that is the purpose of luggage, to protects it's contents, and take the wear and tear, so the contents do not.
Per burn marks. I had a ladies bag fall against the muffler of a belt loader, once, as burn the bag. The airline bought her a new bag, exactly like the one that was burned. If the bag was truly burned, they should replace it.
The airlines will usually never replace, compensate, or have repaired, damaged such as scrapes, scratches, tears that are along a seam, broken wheels, handles, stands, zippers, or any other items that protrude from the bag, or are along an area (such as a seam) that is a "weak" point. Usually a bag will only be covered if the frame of the bag is damaged, or overall the bag has been completely destroyed. Burn marks, I would think, consititute some form of compensation, or replacement. It does, at least, at my airline.
Per the agent, and her saying she is not to blame for your bag. That is 100% correct, she is not to blame, and it solves nothing, to make that statement to her/him. It comes across as a personal attack, especially if it is said in a not so nice tone. Agents may "represent" the airline, but they don't "represent" every other employees job, nor do they make the policies of the airlines. They are hired to help customers, not to stand there and take the blame, and have customers berate them. In fact, per the airline I work for, if a customer becomes rude, makes personal attacks, uses bad language, etc., I can refuse to assist them further. It isn't my job to have a passenger go off, to me, about the problem. It is my job to try to help resolve the problem. Making things personal, whether intentional, or not, WILL NEVER fix the situation. Best thing to do, is explain what has happened to the agent, and ask them what can be done. If something can be done, let them do it. If not, don't take it out on them, that nothing can be done. It isn't their fault, and they don't make the policies, and rules. They are doing what they are hired to do. If you don't accept that the airline will not do anything, politely ask the agent, who, higher up, you can contact, to pursue it futher. The agent doesn't have the authority to override policy. Some people, higher up, do. Thank the agent for their attempt, at least to help, and for, hopefully, providing you information to pursue it further, and leave it at that. Arguing will not solve the problem. In fact, it hurts your chances of resolving it, further up the chain, because more than likely that agent will document your reservation, with your behavior, and everybody, thereafter, will see it. It will not help your cause.
If I cannot help a customer, due to some policy, or rule, that I cannot go above, I will refer them to who they can talk to, further up. Some agents will automatically do that, some you just need to ask. There is never a reason to be rude to someone, who honestly, isn't to blame, nor will it fix the problem, EVEN, if they were to blame.
All that not to say that you were rude, just trying to make a point.
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