I hope you got your problem figured out, and while I haven't had shining customer service all the time in Best Buy, The Geek Squad is not free technical support type service. They charge for their services and deal with computers and networking, often making house calls to help people with computer issues. They will make a house call to show you how to use ipods, but you have to pay them for the service. It talks about their services here: http://www.geeksquad.com/services/computer/default.aspx

They are based within Best Buy, but it's like calling the Petco Groomer department and wanting information about pet food. They aren't really just a general product help line. You may have had more luck calling the Sandisk company customer service or support line.