It has been discussed a little in this slightly earlier thread:
https://www.mobileread.com/forums/sh...d.php?t=346709
For me it does work sometimes, but get the error message quite often. Since it applies to multiple releases of firmware I suspect the issue is on the server side of things.
I think whoever you talked to at Amazon was clueless. Sadly, that is often the case. I rarely contact support any more, as they just waste my time and theirs. In this case, why can’t they just whip out a Kindle and verify the issue for themselves?
The Kindle apps don’t have this issue (iOS or Android/Fire).