It is possible that you may have received a “automated” response for your ticket. Or perhaps the GM used a template that would cover the most common issues that are related to your problem.
Many times, those responses help more players than not. I added a quote from Vrak to help explain the when and why they may use automated responses on occasion.
You are always welcome to reopen the ticket explaining your situation and informing them that the situation is not resolved.
In the past and I suspect even now the GMs are still hands off for situations like this. Blizzard has offered the players many tools to help alleviate ticket times and put more agency into the players hands.
In doing so, Blizzard expects the players to use those tools available to us. Which includes the ability to refund items for a certain amount of time. I understand the situation that you put forth. But I believe that they would of expected you to look at the item before modifying it and to refund the item and try again. If you were still having a issue after that they would preferred if you opened a bug report about the issue.
If you honestly believe it was a bug, then of course you should report it and be as detailed as possible.
I truly am sorry that this isn’t the answer you were hoping for and I wish you the best of luck.