As I tossed in another Thread.. Borticus is like House (hugh laurie) or Dr Perry Cox (John C. McGinley) in Scrubs lol. He says what he wants does not care if he causes Tears
You're giving him too much credit I'm afraid.
He likes (or at least liked) the game, I'm guessing he likes his job - he has no clue how to handle the players (in fact, nobody at Cryptic does, not even Stahl).
He tries to justify the changes Cryptic makes but it's impossible for him to see things from a customer's point of view any more.
It doesn't help that there's this stigma attached to forum posters in as much that we 'don't represent the playerbase' - or that we only represent a tiny proportion of it - that may be true, but we're their harshest critics when they get something wrong and their staunchest defenders when they get something right - where STO wants to be is somewhere between those two poles.