The support staff that you communicated with didn't know what he's talking about. The older firmware worked very well with DOC/TXT, ie both reflow and wordwrap worked correctly. On top of that, you could change the font on Story itself and it would work on DOC files.
Sigh, what can I say. I suppose the original firmware programmer isn't around to fix things anymore. The programmer who did the last firmware truly made a mess of things.