TS1292 Apple's Gift Cards that are emailed have invalid codes

I purchased an Apple gift card for a friend, that was an emailed gift card, not a mailed one. The email got to them with a PIN number and a Gift Card Number. When going to the iTunes Store to redeem it online, neither of those numbers work as the "Redeem Code" That seems a little ridiculous. To redeem it, they had to call Apple support and get a redemption code, it took forever.
If we have to do that, why bother with email gift cards at all?

It was purchased in the US not exactly sure where

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