Origin has been around for like 7 years and their customer support is still obviously outsourced. That's simply because EA can't be bothered to invest in their customers that much. It's nothing to do with not having enough resources/time/experience/feedback.

I know this because EA is one of the highest valued video game companies in the world, because Origin alone has been around for 7 years and because of the sheer magnitude of people complaining on EA/Origin forums.

If this wasn't a PR disaster for you guys then OP's last resort would be taking you guys to court, because nobody on your end would be helping him. We don't need some scripted PR-talk telling is how you could have done better. Just fix your shit already.