Look at things with a bit of perspective here.
for my money, that is exactly what I was doing. if you dont have the resources to adequately run a game across all time zones, dont do it, or at the very least make it clear to your customers that they should only expect to see any kind of support within standard Boston office hours (and then only in between meetings when the BBs have some time away from their 'real' jobs).
what got my knickers in a twist, to use your expression, was the premise that the latter would be deemed an even close to reasonable excuse for a poor support structure on something marketed as a global game.