As simple as :
I preorder Mass Effect 2 from the ea-store.. to get it canceled and 'refunded' only once the game is out...
So I was scammed and cannot get pre-order items anymore.

Refunded being within quotes, since i didnt really get the refund yet...

Also, impossible to contact their phone or live support...
Regular support takes hours to reply and only asks you for you email address.. which they already had.. (a bot probably).

Now i'm stuck complaining in forums for nothing, being there with just more people in my case .
(any 'special' case from EA... just forget it.. get a game from another company/publisher...)