|
|
Answers to Frequently Asked Questions (FAQ)
|
 |
no sound |
|
disc will not launch / play |
If you have this type of problem you need to first check the disc in several other machines:
|
if the problem is corrected when using another machine the disc does not have a manufacturing defect |
|
some older machines cannot play "burned Audio CDs" This is not a defect. Playback is not universally guaranteed. You need to play the disc in a modern player that can play these Audio CDs. |
|
make sure you are not trying to play a DVD in a CD player. A CD player cannot play DVDs. |
|
some older machines cannot play NTSC DVDs. This is not a defect. Playback is not universally guaranteed. You need to play the disc in a modern player that can play NTSC DVDs. |
|
if switching to several other machines that are modern, and of different formats (e.g., computer DVD player, stand alone DVD player) does not correct the problem, contact us. See warranty policy (see FAQ #10) |
For sound problems, see FAQ #12
Discs which have accidental damage do not qualify for warranty replacement. Accidents such as: left in hot places, liquid spilled on them, damaged due to dropping, scratched, and/or fingerprinted. We realize accidents do happen but accidents are not a manufacturing defect or a warranty replacement issue.
Treat your discs carefully. Always store them in their paper sleeve. Do not set anything on them. Do not store them flat. Handle discs by the edges as fingerprints can damage the surface. Do not write anywhere on the disc.
Back to Top
10. What is your Warranty Policy & Replacement Procedure?
Warranty Policy: All our Audio CDs and DVDs are professionally manufactured using high quality materials and processes. Any product found to have a manufacturing defect will be replaced free of charge for a period of 30 days from the date of purchase.
Replacement Procedure: DO NOT RETURN THE ITEM TO US. Items that are returned to us without authorization do not qualify for warranty replacement.
If you believe you have a defective item, first read over our FAQ #9. As with any difficulty, the first step in problem solving is to try the disc in at least two different types of players to see if the problem repeats itself.
|
If you determine the problem you are having meets the definition of a defective product, send us an email which includes
| ||||||||
|
Once we receive this information, we can review it and advise you how to proceed | ||||||||
|
If you realize the item is not defective but you are having some sort of problem, follow the recommendations we list in this FAQ page or email us for more self-help details |
* Your Sales Receipt Number is the only way we have of tracking your order. The Sales Receipt Number is in the upper right hand corner of your Packing Slip / Warranty card which is included with every order.
11. Will I be charged Customs fees?
We do not know what items or when items are subject to Customs charges or any other type of country charges. Please check with your postal service for additional information. In all our years of shipping tapes, we have not had any customers report any problems. Please note that each country sets its own standards, limits and fees.
International customers will be responsible for the following incurred charges: Duties, Customs, Taxes, Surcharges. The Center for Cognitive Therapy (www.padesky.com) has no control over these charges and they are not included in our Product or Shipping fees.
Our foreign orders have the United States Postal Service Customs Declaration form attached to them. We mark our Customs Form: "Tapes for medical education."
12. My audio sounds muffled. What's wrong?
Most likely nothing is wrong. However, your speakers may be playing too much bass. A simple adjustment can correct this situation.
 |
To enhance your listening experience, adjust the equalizer on your playback system |
Most audio system default settings are designed for playing music which has a very wide frequency range. The spoken voice has a very narrow range and the players tend to boost all signals whether they are present or not. As a result, if your system is set for music, voice only programs can sound muffled, muddy or full of bass. Many audio players need to be adjusted for voice only programs. You can adjust your system to maximize listening quality.
If you are playing your Audio CD on a Home or car stereo system, lower the bass setting. If you have an equalizer, adjust the bass settings to your listening needs.
If you are playing your Audio CD on your Computer you can make adjustments to the output sound quality.
The following instructions apply to Windows Media Player 10:
Open Media Player by going to Start, Programs, Windows Media Player. At the top left of the screen there is a tab marked: Now Playing. Just below that tab is a white box with green horizontal lines in it. Click on that box to drop down the menu. Select "Enhancements". Move your cursor over the word Enhancements and you will see a drop down screen to the right. Select Graphic Equalizer. This opens a black box at the bottom left of your screen. The vertical bar to the far left is labeled 31 Hz. Move the green knob down to approximately -10 to -14. This lowers the bass on your speaker output. Hit the play button to hear how this setting sounds. Adjust the bass to suit your listening needs. If you do not like this setting, simply hit the Reset button. The Graphic Equalizer is an excellent way to tune the output for the audio programs you listen to. If you take the time to learn how to do this, it will enhance your listening experience.The following instructions apply to RealPlayer 10:
Open RealPlayer (Start - Programs - Real - RealPlayer). In the upper right corner, click on Tools and then Equalizer. Adjust the bass setting to your listening needs. Hit the play button to hear how this setting sounds. Adjust the bass to suit your listening needs. If you do not like this setting, simply hit the Reset button. The Graphic Equalizer is an excellent way to tune the output for the audio programs you listen to. If you take the time to learn how to do this, it will enhance your listening experience.
Back to Top
13. Do you provide Pro Forma Invoices? We need to verify the pre-payment.
Absolutely. Pro Forma Invoices are provided in pdf format as an email attachment. Simply fill out both pages of the Order Form. Leave the payment information blank. Make sure you provide all the information requested on the Order Form (especially the complete Ship To address and a valid email address). We will prepare and email your Pro Forma Invoice within 1-2 business days. Once you obtain your prepayment monies, all you need to do is send them to us with your Pro Forma Invoice number. We will do the rest.
Generally Pro Forma Invoices are desirable to institutions wishing to pay via check or credit card. When preparing payment monies, you can be assured that the payment amount is authorized, accurate and complete.
Back to Top
14. We are a Library. Can we purchase your training discs & videos?
We are happy to work with libraries but they still need to provide mental health qualifying information and ensure distribution is limited to only the approved groups.
Libraries wishing to purchase training discs & videos must provide mental health qualifying information and agree to adhere to the following permissions and use restrictions:
Our audio and video training items are for use only by qualified mental health professionals or graduate students in a mental health program. Please make sure that check out is limited to these groups. Most libraries choose to place these items in the reference section to guarantee use restricted to the authorized groups only. Any duplication, other distribution, or electronic storage of this copyrighted material is strictly forbidden. Thank you for your attention and adherence to these permissions and use restrictions.
Back to Top
15. Can my local bookstore order your CT Training on Disc for me?
Our cognitive therapy audio and video training tapes are sold only to the end user who must qualify as a mental health professional or a graduate student in a mental health field. Unfortunately, we cannot sell our products to companies that then sell the product to the end user since we have no way of controlling who qualifies as a mental health professional. Because of the need to qualify our buyer / end user, we are unable to sell our products to bookstores and other intermediaries. In addition, we can ensure our products are provided at our low rates and not marked up to a higher price we would not authorize.
Sometimes buyers wish to order through a bookstore because they are concerned about the requirement for prepayment in US dollars. Ordering is simple and straightforward. If you pay with a Visa or MasterCard, your order is processed automatically in US dollars. There are no additional steps for you to take. Your credit card merchant handles any and all exchange rates.
16. Are session handouts available to those who purchase the CDs?
We do not provide handouts for any of our CT Training on Disc programs. Actually there are a variety of reasons for that:
 |
Handouts prepared for workshops are time dated and frequently specific to the audience. We know what is on the audio portion of the workshop but to keep handout information updated would be next to impossible. |
|
|
When we distribute handouts at a workshop, attendees have a chance to ask questions about the content and to seek clarification. We are able to expound on pages in the handouts since they do not function as stand alone sources of information. |
|
|
The vast majority of our programs are recorded from live workshops. Attendees at those workshops paid significantly more money to attend the workshop than purchasers of the recorded programs pay. |
|
|
It is logistically difficult to consider providing handouts with over 22 programs to consider. Handouts typically are reproduced by the Sponsor of the workshop and they are obligated to destroy any extra copies. |
|
|
Our video programs never had handouts associated with them in the first place. The same is true for some audio programs. |
|
|
And finally, a most significant reason is that our handouts contain some information copyrighted by others that we are not permitted to reproduce and sell. |
One of the things we
hope to implement is what we
call "web postings."
When we re-mastered many of our Audio programs, we made notes of references
and resources pertaining to the program. As time is available, we intend to
post this information on the website.
Thanks for asking. It gave us the opportunity to tell you a few of the reasons why workshop handouts are not available.
17. We use PAL DVDs in my country. Can I play your region free NTSC DVD?
Our DVDs will play in all computer DVD players. Also, all DVD machines in the USA play NTSC DVDs.
IF YOU LIVE OUTSIDE THE UNITED STATES please read the following:
The region code on our DVDs is set to Region 0. This means it can play in all countries, provided the NTSC signal can be played on the equiptment being used.
Most modern DVD players which normally play PAL formatted discs can also automatically play NTSC formatted DVDs. Modern TV sets allow NTSC playback although in some cases adjustments may be required through the user menu.
Practically all PAL and NTSC DVD's will play fine throughout Australia, UK and Europe. This is because the DVD's and TV sets sold throughout these countries are dual PAL and NTSC compatible.
18. When I play my NTSC DVD the picture is in black & white or scrambled. What's wrong?
Check the television set you are using to view the DVD. Make sure the output/playback is set to NTSC format.
OUTSIDE THE UNITED STATES, many television sets are auto switching and adjust themselves when an NTSC signal is detected. However, for your particular television set, you may have to enter the user menu and select the NTSC option to allow playback in NTSC format.
VIDEOTAPE FAQs
a. What is NTSC / PAL vhs?
All our videotapes are 1/2" VHS tapes.
NTSC is the video format used in the United States, Mexico and Canada.
PAL is the video format used in numerous European countries (including United Kingdom), Australia, New Zealand and many other countries.
Check the manual that came with your video player, with the manufacturer or with your local video store to find out which format you use.
NTSC and PAL formats operate at different lines of resolution. Many countries that use PAL format produce videotape machines that also automatically switch to NTSC format when an NTSC tape is inserted. However, it is common for the manufacturer to NOT display that information on the machine.
In the United States, the VHS players are for NTSC formatted tapes. They do not generally play PAL formatted tapes however we have been advised that many modern VHS machines can play both NTSC and PAL..
Before ordering, it is important you know what formats your machine can play. We cannot advise you in this matter since there is no way for us to know what formats your machine can play.
Back to Top of Videotape FAQs
b. What if I have a defective videotape?
We are happy to replace a defective videotape if that defect is from the manufacturing process and we have that item in stock. A defect is defined as follows:
|
no sound | ||||||||||
|
simultaneous (overlapping) voices | ||||||||||
|
wavering sound | ||||||||||
|
black lines across a video (only if you are playing the correct format for your machine) | ||||||||||
|
no video | ||||||||||
|
unable to set tracking on videotapes
|
Please note: we do not replace tapes that are "eaten" by an audio or video machine. These are not defective tapes. The problem is with your tape tensioning or some other mechanism in your machine. A machine that "eats" a tape is a signal that there is a problem with your machine even if it only occurs intermittently. (see FAQ #c)
Tapes which have accidental damage do not qualify for warranty replacement. Accidents such as: tapes left in hot places, tapes with liquid spilled on them, tapes that have cracked cases due to dropping. We realize accidents do happen but accidents are not a warranty replacement issue.
Back to Top of Videotape FAQs
c. What do I do if my machine "eats" a tape?
Hopefully these days are soon over. Our video programs are now in DVD format (as of April 18, 2007).
Do no try to rewind and/or retighten the tape. If you attempt to play a damaged tape it could damage your machine. Remove the tape from your machine and take it to a tape repair technician. For a modest sum of money, the tape can be spliced and you will only lose a few seconds of sound / video where the damage occurred. Basically all that needs to be done is for the wrinkled section to be snipped off and the two ends spliced together with a tape that will not damage the video heads.
We do not replace tapes that are "eaten" by an audio or video machine. These are not defective tapes. The problem is with your tape tensioning or some other mechanism in your machine. A machine that "eats" a tape is a signal that there is a problem with your machine even if it only occurs intermittently.
Do not return the tape to us for replacement. Have your machine checked and serviced so the problem will not recur. Or, you may choose to replace the video player given today's prices for a DVD/VHS player.
Back to Top of Videotape FAQs
d. What is your Warranty Policy & Replacement Procedure on videotapes?
If you believe you have a defective videotape, first read over our FAQ #b. As with any difficulty, the first step in problem solving is to try the videotape in at least one other machine to see if the problem repeats itself.
|
If you determine the problem you are having meets the definition of a defective product, send us an email which includes
| ||||||
|
Once we receive this information, we can review it and advise you how to proceed | ||||||
|
If you realize the item is not defective but you are having some sort of problem, follow some of the recommendations we list in this FAQ page or email us for more self-help details |
* Your Sales Receipt Number is the only way we have of tracking your order. The Sales Receipt Number is in the upper right hand corner of your Packing Slip / Warranty card which is included with every order.
Back to Top of Videotape FAQs
