I can't say any of us have any experience with sansa tech support, but as many electronics as I have had to call warranty on, I know what being on hold is all about. The longest I have been on hold was for about 45 minutes, then they hung up and I had to call back and be another 27 minutes. Blech. That was memorex, but I think they have got better since I have had to call them, my sister had to call them once and got through in about ten minutes. Anyhow, good luck with it however you choose to go about it.