wil said:  if you just got it new take it back to the store and get another brand the sansa connect sucks

Did you do that and get something else? 

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ya , i had problems downloading music too and the custermer service for sansa connect sucks,oddly if youd bought a cheaper verson of sansa mp3 then you could talk to a live repersentive ,but since you bought a connect .you can only communicate threw e-mail.witch for me was almost a week.then they just requested more info.if you still have the receipt .id take it back and either get a cheaper version of the sansa or i got a philips go gear. ive had no problems with it. even with a cheaper version of sansa like the 200 or so you can talk to a live rep on the phone.