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Well, talked to customer service tonight - once I was able to get through. Choosing "2" in the automated menu gave me a message that all agents were busy, and when I was transferred to hold, I got a message that "the number I had called was invalid" and the call disconnected (three times in a row). I finally got to the general help line and they transferred me to a customer service rep immediately, no waiting.
The rep I spoke to was very friendly and actually sounded like she knew what she was talking about - I explained the situation and she acknowledged that they're aware of both of the problems I'm having. In fact, she claimed that the unlock failure with pdbs has been reported more than the blank epubs, though I haven't seen anyone else mention it yet.
Anyway, she took my order numbers and escalated both of them and said someone will contact me when fixed files are posted. She also said "You're not doing anything wrong, it's just corrupted files." So, at least they're aware of the problems and are working on them. While it didn't solve my immediate problem, I was glad I didn't get the runaround. +1 B&N.
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