Being EA's "tech support guru" must be a nightmare. I don't really blame tech support for EA's Sim City debacle. The higher ups calling the shots should have realized right from the get go there were not going to be nearly enough servers to gurantee a smooth experience for a game that absolutely has to be online. That's just common sense.
I bet the tech support peeps even warned their bosses & the developer this kind of shit would happen yet they were not heard over the bad techno music,private jet engines, cocaine snorting, and "adult entertainment". lol. (I'm being a bit snarky and hyperbolic here. For all I know EA's private parties are as uneventful as an 8 year old's birthday celebration at Chucky Cheese's)
Live and learn,EA. Otherwise you're going to lose it all.