The fact that they have to respond over a controversy in the first place means they've mishandled something.
Damned if they do, damned if they don't?
Are people glossing over the part where the best stuff is in-game unlock only and the part where if you get a really good card from a crate you still have to level up in game to use it?
Do people prefer a SWBF1 situation where hugely overpowered heroes, weapons, and abilities are locked behind a Season Pass pay wall that costs almost as much as the base game?
You know, it would be different if DICE came out and said, "Look, we understand the frustration, so we're going to pull back on this... yada yada yada." But instead, they give us a bunch of fluff, and we're supposed to feel like it's all okey dokey? We've seen this over and over, where people are appeased because of reasons, and then about a month after the game's release, you start to realize that it wasn't all flowers and rainbows per their explanation. It's like a weird cycle where people take the word of a company trying to take their money. It's mind-boggling.