If I were the producer for any game where my customers were literally begging to spend money on it... but couldn't because of a piss poor shopping experience.... I would be jumping up and down the corporate ladder to get someones attention to get it FIXED.
I'm in the same situation as you, but .... the way EA is 'organised', your hope for a manager able and willing to get a grip on this mess is in vain.
Their sub-sections are among the most politically driven, competitive and mutually unhelpful groups in any organisation you can imagine - the Customer Support people often get fobbed off with totally inaccurate replies from the branch where the problem lies (look at how this one, clearly a problem completely within the Origin web stores, was responded to in several cases by 'it's Ultima Online, you need to contact an in-game GM or email UO support' - absolutely NOT the correct answer, but one that people in EA have got away with for years whenever anything related to UO crops up) but CS managers never follow up and sort this out, and other sections carry on covering their backs with a string of worthless excuses or misdirection. Someone trying to chase things is more likely to be quietly removed for rocking the boat than praised for caring about results for the customer.
First line support is hived off so whoever made the cheapest bid, so we spend ages in online chat with people who don't understand the problems (or sadly, on some occasions, seem not to even understand English very well), they keep trying to give canned responses because they are not sure what else they can do. If we push harder and end up with next tier support, quite a few of those I have dealt with seem to be genuinely wanting to help, but their own organisation prevents it by giving them incorrect information, or their managers not bothering or being able to chase up their 'colleagues' failings. Origin will do anything to avoid taking ownership of a problem that only ever arose because they don't understand that many UO players have one Origin account and multiple UO accounts - they should know, someone should have made sure they knew, and programmed to cover that fact - but it didn't happen. Calls, as mentioned by several people, get closed because any answer, no matter how useless, has been sent - we've had calls closed because 'a solution is expected within 24 hours', or because the customer has been told to contact someone else (usually a GM or UO support email). To any rational person those are not solved calls, but to EA it gets them marked closed and moved off the system, so it's a success!
Meanwhile their most senior managers wander about whining 'we're really not the worst company' because either the people under them do not tell them how bad things are for the customer (either because they themselves do not know because their underlings cover it up, or they don't want to bring bad news so cover up the mess) or they never actually look into what is REALLY happening, and just take the money and play the game of political maneuvering through the company heirarchy.
EA wonder why they get the 'worst company' award - but they should be pleased, they worked so very hard to deserve it.
I do know I can probably get more King's collection codes by going through the Origin store with a different email address - but I won't, partly because I'm sick of trying to work around the inefficiency of EA, but also because if the number of email addresses in use on the Origin store increases, I just know some worthless mini-manager will present it as a huge success by them in increasing customers and in EA, would probably end up promoted for it.....
