Hello.
In regards to your hope that RIM will see your message -- these forums are a user-to-user support channel, not a user-to/from-RIM conduit. As such, it is unlikely that they will see what you have written. However, if you have specific and constructive ideas for them, I have heard that they accept such via email to bbsuggestions@rim.com.
Front line support for BB's is, by contract, not provided by RIM. The carriers and authorized resellers are responsible for front line formal support to end users, including AppWorld support. I suspect this is why you have had difficulty finding a way to get support direct from RIM. It is possible to bypass your carrier and seek assistance direct from RIM, but such involves fees since you are bypassing your support agreement with your carrier. The "Support and Services" tab toward the top of these forum pages provide information about that. But, if you do go through your carrier for support, they can escalate into RIM at no fee to you if they so choose to.
Good luck!
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