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From what I understand, the phone has to be "flashed" in order to be able to do this. I've been trying to do this myself, and have come up against the same wall as you. I've basically been told that because Rogers branded them, it changes the structure of the phone and taskes away some of the functionality (see no radio in the touch mode, or no pre-installed google apps, etc). I assume flashing it means debranding the phone, and taking the Rogers crap off it...
If anyone has some detailed instructions on how to allow custom ringtones, I'd love to hear them. I can upload a ringtone to the phone but can't use it. Very annoying!!!