Someone was kind enough to post some thoughts a PR guy had, think he goes by the handle "atghunter", in a few of the threads here and on the BSN (Could be elsewhere too). His thoughts on BioWare's PR response to this are very illuminating.
Whatever my own personal feelings on the endings, or lack thereof may be, having spent the vast bulk of my career in management and running businesses I can honestly say BioWare is in an almost completely untenable position. What compounds it and makes it worse is BioWare, themselves, put themselves into this paticular corner with their marketing and comments about what the game would be. What the ending would be like etc. Having material out there that people can point to and say "this is what you promised, and this is what you delivered", violates a number of good business practices. Most notably one that goes something like; Never make yourself out to be a liar.
While BioWare's PR statements to date are good PR events and pratcies, text book actually, they are exceptionally bad business practices and can only serve to alienate customers at best and cause severe and lasting problems with profit/loss at worst. Again, having material and press statements out there that are in direct conflict with the product delivered makes almost all of the PR maneuvering a moot point.
What drives the vast bulk of any company's sales are repeat buyers. The mantra goes something like; make single time buyers repeat consumers. It's what any business that wants to stay in business does. Another thing that makes their PR maneuvering such a ridiculous business move is they are, in effect, hoping that "maybe it will go away". 5 very, very dangerous words. For every day that passes without a coherent and cogent response, that is devoid of all double speak and, that at a minimum acknowledges that they made a mistake they risk crossing over the invisible line that turns a repeat customer into someone that won't purchase from them again. That time differs from business to business for any number of reasons.
From a purely profit/loss scenario it is in BioWare's best interest to end this as soon as they possibly can. The longer this goes on the larger the fiscal cost to fix it is going to get as well as hurting long term sales of the franchise. Also they will have to weigh what effect, if any, this will have on their other franchises or new IP they have planned.
If it were me, I'd end the delaying tactics and PR shennanigans. It really is a no brainer. Open dialog asking what it would take to make it right, form a consensus of what that is and present it to the customer. From there then make that happen while offering products/services either for free or at a marked discount to build good will while the long term fix is being implemented. The above is fairly standard business practice for customer service and for good reason, it works.