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Their email support is really intended to handle FAQ stuff, and not much more. Their attitude seems to be that if you have a real problem, they'd rather you talk to a person. Your experience is certainly frustrating, and not good, but I suspect they're somewhat buried right now with a much, much better response to the Nook Color than they expected (they apparently sold several times as many as anticipated), and the big spike in ebook sales crashed their web site at least twice. Hopefully, they get a handle on it soon.
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