08-26-2012 02:14 PM
RIM provides zero front line support to end users, even including warranty...all support starts with the carriers, authorized resellers, and authorized service centers, all who can escalate cases into RIM at no charge to the end user. So, to reach RIM, you must start with you formal support provider and receive escalation from them. You have no free path by which to bypass them.
There is something called incident support, but it costs to just ask the initial question, since you are bypassing the contract you signed upon purchase (which would have stipulated the support model to which all parties are contractually bound). If you wish to investigate that, you can review it here: