My point was that Customer Support has recognized a issue and filed a ticket. This isnt about the lack of heros in gold chest, rather a server latency issue. They refunded people who knowingly abused the system but refuse to refund a separate freaking problem that stems from the latency issue. I am not asking for gold chests nor anything large, it's probably something I don't need and will never even use.
The item used was behind the "sweet" button after you open a chest. I click "sweet" and receive a server connection error. When I reconnect, it hasn't opened the chest but the item located behind has been used.
I received a half dozen or more of these errors while opening 372 gold chests, but none while opening 11,000 silver chests before/after the gold ones. After the first two I slowed down and waited a couple seconds before clicking "sweet" to make sure the server error didn't appear. If it did I just clicked the ok button and opened another gold chest (after the first two).
If it was a connection issue on my side, I would have received the error messages at the same rate for silver and gold chests. Since it only occurred while opening gold chests, then it was not a connection issue but more likely a server latency issue or bug.
They accept that there was a bug and have filed a trouble ticket, but they state the rules and regulations prohibit them from refunding the double XP coupon.
Now, usually I'd just laugh at Gree and the lack of consistency and usual poor customer service support, but since I was already frustrated by the other gold issue, this compounds my frustration. I also point to that to show I'm not attempting to cheat Gree (and my fellow players) by abusing the system. I could have easily used the gold chests knowing they would have been replaced, but didn't. This should give some legitimacy to my claim. Rather, CS treats me like I'm bothering them, initially respond without reading my message, then once they realize their mistake they still refuse to reimburse me for their bug.