I wasn't around last year. I can't really speak to that, Polk5440.....
So many categories to file this under.
"Wasn't here when that happened"
"Can't read history"
"Wouldn't make use of history if we read it"
"I'm player support, not customer service"
"Not my job"
If that seems unfair David, then I say to you this: You have our thanks for posting, and providing a legitimate update. You get additional bonus points for coming back to the thread a second time, and some additional respect (not the upvote kind) for acknowledging that you're a visible target. You did that gracefully too. You are likely not PR, and not everyone thinks in PR terms, but a much more appropriate response to Polk would have been something like "Wow, I understand that we should have seen this one coming, and I'll make sure I pass this info on to the appropriate folks so it doesn't happen again."
The folks in QA should understand the difference between fixing a bug and making a corrective action. Lack of server capacity could have (see the data) caused this customer experience before. A root cause analysis, followed by design and implementation of the appropriate corrective action, followed by monitoring of that corrective action to evaluate and document its efficacy, is what is needed. As opposed to sending out a player support person to explain why and how the ball got dropped.
The folks at Blizzard might be willing to give you some pointers on scaling up server capacity as # of games increases. I really worry that you guys are trying to re-invent the wheel on every facet of this attempted implementation.