My Q10 is down. I think I should replace it to new one.

Hello....
I bought my Q10 and the phone is not working now. I think main board is broken. Of course, I've done nothing wrong.
I sent a mail to BlackBerry online store, and they say defective product replacement is not their job, and they said ask about the problem at this link. -> http://global.blackberry.com/sites.html
However, I cant' find where I can ask about this problem. I think this is the only link whick I can ask, but the link is what I asked before. Which means, this link cannot be used for defective product replacement.
(link : http://us.blackberry.com/customer-service/contact-us.html?LID=us:bb:support:contactus&LPOS=us:bb:sup...
click "For smartphones purchased through ShopBlackBerry")
Where can I ask about this? I really can't find where to say...
I'll append the mail that I sent to that support and their return mail.
PS : I'm not in USA and I'm not native English user I bought my Q10 in USA and I'm using it in Korea. I should send my Q10 by parcel post.
Shopper Comments: Hello... I'm a new Q10 user and I really upset about
my phone....
I used it for two days, and I was using my 9900 because my Q10 wasn't
ready for use. I left my Q10 in my room connected with charger which
included in the Q10 box, and left my home for a while. When I came back
and tried to turn my Q10 on, it didn't turn on. It showed blackberry
logo, and empty battery sign. I tried to charge the phone more, but it
is not charging until now.
Moreover, the situation is getting worse. I asked about this problem on
a forum. Someone said "Try to reset your Q10 with autoloader. First,
download autoloader. Second, remove your battery from your phone. Third,
double click autoloader. Fourth, if you can see 'Connecting to Bootrom'
massage, connect your phone without the battery. Your phone will restart
and you can insert the battery in it. After that, recharge it"
I followed the instruction, but autoloader failed. It stopped on
Signature Trailer stage(IFS, OS, User File System) with 3% progress.
(and it quits)
Now the situation is getting worse... I can't see even no battery
sign... At first, red LED turned on for a long time, ( 5~7secs?) but
now one long red let light and short light 3times / short break / 2times
/ short break / 1 time.
I think there's a big problem with my Q10, and I have done nothing
wrong. Even though my poor English make you to understand the situation
hard, I think you can see I've done nothing wrong. ( I'm sorry about my
poor English, but English is not my mother language. )
So please change my phone. If you need details, send me a mail plz.
Oh... I'm Korean and I bought the Q10 via an agency. (the agency office
is in both USA and Korea. We buy, send it to USA office, the office send
it to us.) So I'm not in a good situation to return my Q10, but it can
be done. Just the return takes some days.
And... please change my phone.. I'm really a qwerty holic, bought your
9900, have done nothing wrong.
Thank you for contacting the BlackBerry online store.
We apologize for the inconvenience this may have caused you.
We understand that you are having issues regarding your purchased
product.
Unfortunately, we are unable to assist you with replacement issues at
the BlackBerry online store.
Please contact technical support for assistance with defective product
at:
Phone: 1-877-255-2377
URL: http://global.blackberry.com/sites.html

Make an appointment at the Genius Bar at your local Apple Store.

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