I don't give three hoots for the "when it's working it's great" argument. You can't just cherry pick what parts of the game you want to review, and the disaster of always on is a part of the experience of the gamer.
BTW, the whole refusing refunds and banning people for demanding them is an unfounded rumour. EA has poured failure onto failure with this fiasco, but they haven't gone that far.
Rumor or not, its being reported by multpile legitimate news services (which can be wrong from time to time).
Even if it isn't true, it sure isn't helping EAs reputation...then again, EAs reputation is already so bad it probably can't get much worse.
And the real problem here all goes back to the always online DRM requirement. Everyone who wants to play has to connect, and they simply did not have the server capacity for the number of people playing. However, that problem will no doubt resolve itself shortly as people quit trying to play and simply get a refund or throw the game in the trash.
Matrix has it right, once I buy a game from here I install it using my serial number and play it, not having to worry about busy servers or server crashes. Single player games should NEVER require a person to play on a company server IMO.
What happened was that one guy threatened to cancel his payment for the game via Origin at his bank. That's an automatic ban both there and on Steam. Then the story ran out of control, and morphed into the EA BANS PEOPLE WHO ASKS FOR REFUNDS rumour.
We are all dreams of the Giant Space Butterfly.