Bests & Worsts Reviews from Amazon

I just finished the RMA paperwork for my Kindle and associated accessories. I had pre-ordered the Kindle, so I got it on the first day it was available. While checking out the features on that first night, I had sent three .rtf files to the Kindle. They arrived within a few minutes and appeared to be reasonably well formatted. I tried a few of the trial subscriptions of the newspapers and they were as expected and were waiting for me when I would pick up the device in the morning. Here is where the happiness ends. I then began to send additional content to the device through the Kindle email address that had been set up. Over the course of several days, I sent roughly 15 documents-- a mix of .pdf and .txt files that I wanted pushed to the Kindle. I waited a full day and they never showed up. If there were problems or delays, I would expect to at least receive an email with the status of my requests. It was as though they went to a black hole somewhere. Over the next few weeks, I sent many test documents from many Amazon-acknowledged email accounts, all without success. I have since contacted customer service five times over the last two weeks (four times by email and once on the phone), each time getting more vague responses with a canned reply asking if my issue had been resolved yet. Responses ranged from "We have a backlog in the conversion process" to "We don't know where your documents went" to "Your documents contained unsupported characters". I'm very certain that a sample one-sentence .txt document I sent did not contain unsupported characters. This support mess coupled with Amazon's decision to cripple the text to speech portion of the feature set makes none of this worthwhile any longer. It is a really nice device with many well thought out features. It is a shame they ruined the experience by not properly supporting it.