There is nothing new with what you describe. BlackBerry has NEVER provided direct-to-user support. Rather, all support follows the formal support channels -- which start with the carriers, authorized resellers, and authorized service centers (it varies by region and by issue), each who can escalate cases into BlackBerry if needed.
This site has NEVER been an channel for any formal communications with, escalations to, nor support from BlackBerry for any purpose whatsoever. This site is a user-to-user community of volunteers who try to help each other out with various situations. But it is not a replacement for formal support, for that is (contractually) available via only one channel, and it's not here.
Occam's Razor nearly always applies when troubleshooting technology issues!
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