All support and warranty is via the carriers. Generally the carrier's tech support will connect you with RIM after they had exhausted their knowledge base. Happened to me last Monday with my 9800. Lost all data and the device was cycling from edge to EDGE to 3g and no bars to 5 bars. Everyone was befuddled. The ultimate fix came from two BBF members - devnull and penguin to do a "security wipe". Worked like a charm.
RIM will charge you if you call directly.