I don't want to take their side, but I think there has been a surge of complaints and obviously this is one part of their customer service they have not sufficiently covered in regard of the launch of a completly new electronic device.
I really hope they manage as soon as possible to take care of the situation since this is ruining their reputation, which I find really sad. I like B&N, I find the Nook really pretty, and competition is good for the consumer and helps continously improve the products.
On a more personal note, I cross my fingers so they send you their email in the next hours
