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Is it true that when you call blackberry, you get some company named Sykes to help you with your technical problems? I heard that you don't even get to talk to blackberry, that it is some half trained customer service representative who talks to you, somewhere in Florida or South Carolina.
If you have technical issues you should always call your tech support dept from the carrier you got your phone first and go thru them. If they cannot fix it and escalate you to what they all have is level 2 they can then use their carrier code to contact RIM and put you on the phone with their tech support so you don't have to pay for the call.
That is really the protocol to handle tech issues or go to the BB support page online and look up or search for articles that you are having issues with. Good luck.
RIM is a very big company and their costumers are the carriers...
They do support the end client with things like forums and such but think about it, they cell the phones to the carriers, and the carriers are teaching their tech support to be experts on whatever device / department.
They provide information and the information is used to support the products - by the sellers.