I would blame EA not the people working customer service. EA are the ones not giving them sufficient funding, and the cuts they did in the summer last year we're a joke. And I do not believe they ever hired back that much. You cannot expect a handful of people to give thousands upon thousands sufficient Customer Service. That would be like walking into your local retail store and expecting one sales employee to be able to simultaneously service an entire store of customers... Don't blame the people working CS on SWTOR blame EA and their lack of funding.
First EA is a publisher they only get the game out there (in terms of SWTOR). Secondly you are right in the terms of how poorly they budgeted QA and CS.