Origin does have great customer service. I downloaded mass effect 3 and wanted to play online. I bought coins to get the random chest for multiplayer, my game crashed. It shows I didn't have any, so I closed the game and got some from the origin program. I looked and both orders went through. I contacted customer support, they refunded one of the purchases and let me keep the coins.
As for mods, that's a dick move. I will donate to people who create mod but don't force me to buy. What if the mod is total crap? What happens when the game gets updated and the mod is outdated?