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This is really unfortunate. I had a very different experience with B&N customer service:
1. I purchased the new Wheel of Time prologue.
2. Downloaded to my iPhone.
3. Attempted to open on my iPhone.
4. Application crashed.
5. Downloaded to my Mac.
6. Attempted to open on my Mac
7. Application crashed.
At this point I called up their support and explained the problem. The fellow I spoke to was very polite and mentioned they had had this problem with several ePubs. After walking me through a few debugging options (re-downloading the book and app) and confirming it wasn't user error, he apologized and refunded my money.
That was it. I was a happy customer.
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