09-10-2012 05:53 PM
Hi and Welcome to the Community!
RIM provides zero front line support to end users, 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. When you purchased your BB, you should have received information as to what your warranty is as well as how to use it.
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. If you wish to investigate that, you can review it here:
There also might be some good reading here: