Missed oppurtunity for good client service

Discovery's own technical glitch caused Samsung Health data not to sync. This caused the "goal" not to be reached for the week. I messaged them so that they can fix it right away. They added the points manually after the 2nd time I had contacted them. Now the reward has converted to a gameboard play because they didn't react to it initially. When I queried this, the reply was: "Kindly note once your Instant Reward has been converted to a GameBoard Play this conversion is not reversible." It's very upsetting when they don't read, comprehend and/or consider the full story before they reply. ***