I sent RIM an email and here is the reply I received:
Thank you for contacting BlackBerry Technical Support.
We have identified that the respective BlackBerry service has been arranged through several carriers. Since the BlackBerry device is not covered by a TSupport subscription, the respective carriers are the exclusive source of support for all BlackBerry-related issues.
BlackBerry Technical Support will be available if the issue requires an escalation from your carrier.
In addition, BlackBerry customers have free access to the BlackBerry Technical Knowledge Center. The Technical Knowledge Center provides a repository of support information, documentation and frequently asked questions, with enhanced search capabilities so you can easily search for and find the BlackBerry support information you need. Please visit: Livelink - Redirection
Brad, we appreciate your feedback and thank you again for contacting us.
BlackBerry Technical Support
Research In Motion Limited"
Looks like we have to take this fight to the carriers.