ea outsourced chat cs is wayyyyy worse than amazon's. terrible.
If you contact them during the day (between 10 AM and 4 PM EST) you will get an American that will actually help you. If you contact support after those hours on Origin you will get someone from overseas and they are useless as hell. I almost pulled my hair out dealing with them. I pre-purchased BF3 and all BF3 pre-purchases came with the first DLC for free. Well, when the Karkand DLC hit, it didn't activate on Origin.
I contacted support 3 times and got the outsourced techies and they never could understand my problem. They would make me repeat it a dozen times and then go "sorry sir, we do not carry that game so you cannot get it on Origin. That is why you do not have it." LOL!
I contacted their support one time during the mid-day and got a tech guy named Tim. I told him the problem and he said "shoot yeah, you clearly ordered a week before the game launched."
Not only did he give me Karkand within 2 minutes but he gave me 2 30% off Origin codes for my trouble after I told him how awful their support had been.