[j.p.s]

After weeks of fruiltless chat and email exchanges with Amazon, a good X-ray file for War and Peace was delivered to my Kindle. They would never reveal whether they investigated whether something, somewhere, was broken with this specific book. Until a couple of weeks ago, they never made any promised follow ups. When they finally did, it was to apologize and provided a hard deadline.

When that plus 2 days passed, I contacted them again by chat, which was immediately passed to a specialist who insisted that the fix was to upgrade the firmware, even though I've bought several books since opening the issue where X-ray works just fine. I stewed on that for a few days and finally decided to jump through 1 more hoop to humor them. But first I did one more delete and reload of the book and this time an X-ray 250% the size of the original was delivered that worked, with no firmware update performed.

I guess I will never know what was causing the problem.

I do know that this has soured me on trying to interact with amazon customer service for anything other than problems with physical objects.