Decided to call MakerBot instead of wait for an email (which, apparently, takes 24 hours.) They determined by the SN that we have an old plunger based extruder and are sending us a brand new spring based extruder. The old one can't maintain the tension to move the filament through, so it'll just stop and create a divot on the filament. They're sending us a new spring based extruder that should solve that problem.

Huzzah! Should be back and printing by the end of the week.