Nope, totally normal.
The updates are rolled out in batches, and the Kindle will automatically poll Amazon's servers to see if it should receive an OTA update.
The Update Your Kindle button only lets you tell the Kindle to restart and run the boot-time updater -- it will be grayed out unless the Kindle already has an update downloaded.
I must confess to being slightly amused at Customer Service.
I'm guessing they *tried* to add your Voyage to the list of devices to receive the next wave.
OTOH, maybe that means you will ultimately receive it sooner rather than later.
