For those that don't know, I work for a large heavy truck dealership.
I know salesmen who would skip their mothers own funeral to contact a customer. Especially if they know it's going to make or break a sale.
The bosses over those salesmen would go apocalyptic if word got to them that a customer was having trouble reaching a salesman that had worked on a deal with them.
It's okay to have problems, or run into issues. The lack of communication, even if it's a simple "We've run into some difficulties we can't discuss, however we are still working on getting equipment out to those who ordered it." was the final straw for me to turn the matter over to my CC company.
Again, I hope I'm just being a nervous nelly and EA comes back stronger than ever. However it doesn't look like that's the case.