All formal support for BBs, including AW purchase inquiries, must follow your contractually required formal support channel. Typically, this starts with your mobile service provider, who can escalate cases into RIM at no cost to the end user. But, the method can vary by region -- please check your original documentation to see what the formal support channels are for you.
Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.