Spot on, Mo... Spot on!
EA is a huge company, and huge companies seem to forget IT fundamentals. EA needs to remember the old IT adage: "The more time you spend in Implementation, the less time you spend in Operations." Since Time is Money, spending the time (and money) up front to properly develop and test before rolling out to customers saves time (and Money) supporting the product after its rolled out to customers. EA is spending a large sum on their new center in Texas - a cost which if applied up front would result in higher quality, less support costs, and ultimately better customer perception and PR. EA wouldn't need this call center (and large associated costs) if you created a better product.
EA, take this from someone who has been in customer-facing IT Operations for 26 years: refocus on your development and testing phases and you'll have a better, more reliable, product and happier customers happily willing to buy boatloads of donuts.
Edit: words
