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!
New to the Community? Click here and also here for helpful guidance. Also please click here for additional 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. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.