I can't say that I'm terribly surprised that someone in the videogame industry is having trouble with some of the more... "vocal" examples of our fellow hobbyists. And I also can't say that I can find much fault with her response, or Bioware's overall.
Just in my own experience - I don't think any of us moderators can say that we haven't let ourselves go a couple of times in response to some of the harsher diatribe leveled against us. It's something we quickly come to expect as a natural course of what we do here. And most of the time the sort of trolling that we see via PM is something we learn to laugh off. But we're only human, of course - every once in a while someone just really gets under your skin, and you can't
always keep yourself to a higher standard.
And we're just
moderators. I can only imagine the sort of feedback most people actually working in the industry receive, once they've become part of the public eye. Plus, I get to hide behind the veil of anonymity. If someone sends me a three-page, poorly-spelled essay on my parentage and my mother's choice of profession - they're just interacting with a string of text on a computer screen. Actually putting yourself out there, as yourself? Can't be all that much fun.
I think the idea that industry professionals are supposed to be above responding to internet-standard hate in a like manner might be a convenient myth; but I can't honestly say that I see much merit in the concept. Personally, I think it's the last defense of an internet troll to come up with that sort of thing.
If you make an overly hateful and rage-filled attack on somebody, and you're (rightly) called a "moron," because of it - I can't honestly say that I'm going to feel all that bad for you.

It's just a bad situation all around, I think. Also, kind of inevitable - and far from the last time we're going to be hearing of this sort of thing (and certainly not the first, either.)