Ok. This is where I think a discussion is warranted. In general I am content that if the dice hate me as they often do that I’ll simply live with the results especially when those dice are physical, at a table, and your bad luck is someone else’s good luck. We’ve known there are issues with the RNG on our site for years. When Dan and I rebuilt the site we tried to find a new RNG program without success. In the vast majority of cases, a bad dice roll on the forum leads to a destroyed component, an extra cost to complete a customization or minimum value on a sale.
Had this happened to any other player I think you would consider intervening. At a minimum I think we’d be discussing a possible rules change potentially even retroactively. I appreciate as GM you wanting to avoid making rules changes that simply favor you. I suggest you cut yourself some slack and remember we do this to have fun. If that isn’t working then we need to consider changes.
My recommendation would be to limit a catastrophic failure to once per time under doctor’s care. You could still have a major injury from 3+ wounds in a combat separate from rolling snake eyes, but this would limit the impact RNG could have. I would say that any pilot that deploys on a mission has interrupted their care and if they rolled snake eyes before taking the field again, they would accept a fresh roll of snake eyes after even if they didn’t gain any additional pilot hits. Actions have consequences and fielding the pilot knowing the potential cost seems reasonable.
I would also suggest allowing a player to burn a permanent point of EDG to avoid the loss of an attribute point that would force retirement as that’s effectively a character “death.”
Ultimately it’s your call but I’m supportive of and recommend looking at a rules change applied retroactively that would avoid these situations in the future. If you want to make it more limited, you could rule that it only applies to PCs, though I don’t think that additional limitation is warranted.