How should I deal with EA customer service?

My Rock Band guitar strum bar, like so many others, is shot, so I went through http://support.ea.com/rockband ‘s very simple and convenient online method for getting a replacement. I went with the express decision since I can’t live without my Rock Band, which basically means that I get a guitar shipped to me right away with 2-day shipping from UPS and I just send my old guitar in the box the new one comes in. All should be free to me—unless I don’t return the old guitar within the 28 days allotted. Then they charge me something like $125 or something outrageous. I did all of this on January 23rd (9 days ago) and according to my UPS tracking number, the status is still “Billing information received”. I have no idea where my guitar is and how I can send them the old one without the box. I don’t want to be charged the money obviously, so I want to talk to them or something. What should I do; how do I contact them? There’s no phone number anywhere that I saw on EA’s support websites and I hesitate to waste time with email communication. Anyone with a similar experience or simply wise in the ways of customer service with some advice?