It pains me to say this but the CS rep is right. You HAVE to be on the BES in order for you to have the "Blackberry Browser." For example: if you were with Cingular and you did not activate your device with a data package then the "Cingular Browser" icon would not appear as well.
I purchased a 7290 after being out only for 3 weeks. I knew nothing about them but the idea of having a BB made more sense than a Treo, being it's less expensive, lighter in weight, and the large amount of e-mail storage and how it automatically sync'd with Outlook and I how easy it was for me to retrieve e-mails...palms used a third party e-mail provider but I don't remember the name. Back to the subject at hand, when I first had the phone activated, I realized that I was missing something, something just wasn't right. I compared it to the device we had on our showroom and noticed it was missing the "Cingular Browser." Because I was so inexperienced I call CS and after 1hr on the phone they figured out the issue. They added the feature on my account and there it was after I rebooted my device.
Another example was when I first received my 7100G and I activated it, there was no browser than 'Cingular's." When I got added to the BES better knwon as the BLACKBERRY ENTERPRIZE SERVER...
the "Blackberry Browser" appeared.
With that said, "if your company is using the BES server than try to get your IT to add you on." If your business does not have it then you can't get it unless you went to Cingular Wireless BIS
It's not a big deal and it doesn't make too much of a difference if at all, you're not missing anything important. It does however have some cool tools and applicaitons to browse.