It's not about what we are owed. It's a gesture of good faith. Bioware could say, "hey, sorry for the inconvenience, here's some cartel coins for your trouble." That would make customers happy, thereby maintaining a good relationship. If they say, "haha we don't owe you crap even though this was our fault because it's in the ToS no one reads," it makes me respect the company less. That in turn makes me less likely to buy their products in the future.