I have heard of one other case, but I assumed it was an isolated event. Reguardless, fortunately you can get your game to run without the DVD if you have an internet connection. Download and install impulse and use it to register your game with the CD key (you'll need to do this to update your game anyways) and it will allow you to download a digital copy for free (I've actually used it to get Sins on multiple computers in my house). It functions somewhat like steam, except it is much more user friendly and your games can run without an internet connection and even once impulse in unistalled (for Sins anyways).

You might want to email customer support anyways (as you got the hard copy for a reason), but this is probably the fastest way to start playing Sins, and that makes waiting for a response much easier.

I suppose one other option would be to copy the contents of the DVD onto a USB stick and to then copy it from the USB stick to your desktop.  Note that you are going to want to install Impulse to register and update the game anyway.