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When the Refresh button is hit the Viz should be re-querying the data source, skipping the cached view, which will cause a slower load time. I am not sure why this would not be reflected in your stats for views. I would be curious to see the results of your performance recording test on a view that is experiencing this load time.
Another thing to consider when testing is to test the performance of the view when the refresh button is clicked on the View when viewing on the same hardware that is running Tableau Server vs the end users that are experiencing the issue. This could be something that is user specific such as a poor network connection.