Originally Posted by jsconyers
That is the way it works. AT&T should have contacted RIM from their end as they have a support agreement with them. They need to escalate the issue to RIM, not have you do it.
You went about things the right way. Your AT&T rep didn't follow proper procedure.
Also, this is the reason you should back up your data frequently. You had the device for 2 months, that is plenty of time to create a few backups. That is the real lesson to be learned here.
ATT rep indicated to me that for software issues that I am experiencing they are instructed to simply replace the phone. Blackberry rep told me the same thing because I asked her if there was anyway the two of them could get together to try and resolve the problem.
Won't the new phone have a different pin#? Can you restore a backup file to a phone with a different Pin?