FAQs
If you have more questions that aren't answered here, try browsing the About Video Professor section of
this web site.
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About Video Professor
| Q: |
Who is Video Professor? |
| A: |
Video Professor has taught millions of people just like you how to quickly and easily become proficient with computers and computer software. Starting with the first lesson on DOS 1.0 over 20 years ago, Video Professor has been committed to providing the best possible teaching tools to its customers. Today, Video Professor is the undisputed leader in self-paced computer tutorials, and is still striving to create new products and learning methods for its valued customers. Video Professor is a member of the Better Business Bureau and is in good standing with the Direct Marketing Association.
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| Q: |
Why is using Video Professor better than other computer training options? |
| A: |
Video Professor is the only company that offers the proven “What-You-See-Is-What-You-Do” style of teaching. Video Professor is dedicated to providing practical, easy-to-use computer lessons that are specifically designed to fit into any schedule, and there are no manuals to read or classes to attend. It’s the easiest and fastest way to get the training you need!
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Searching and Viewing
| Q: |
How do I find out more about your lessons? |
| A: |
Our lessons are easy to find. Just look for the Order Your Free CD icon on the home page. You can also find them by clicking on CD Products at the top of the pages found throughout the site. You can also conduct a search. |
| Q: |
How do I search for your lessons? |
| A: |
At the top of every page is an empty Search box with a Go button after it. Enter the lesson name (eg. Excel) or subject (eg. Spreadsheets) you’re looking for in the box and click Go.
To search for an item or article by keyword, simply enter a word or phrase that describes the item. The search will list items or articles with descriptions containing words that match your search terms.
If you would like to narrow your search, you may use multiple words. For example, rather than typing in “Excel”, you can type in “Excel 2003” to make it easier to quickly find the item or article you are looking for.
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| Q: |
I still can’t seem to find the information I need. What should I do? |
| A: |
If you’re having trouble locating the information you need, check the site map or call Customer Care at 1-800-519-4110 for assistance.
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| Q: |
Can I watch a demo of your lessons? |
| A: |
Yes! You can immediately learn a new skill by watching a demo from one of our more popular titles on the home page. Just click the Play button on the Lesson Demo screen and it will start.
If you prefer to watch a demo on the lesson of your choice, just find the product page that describes the lesson and look for the View Lesson Demo link and click it. The lesson demo will appear on top of the product page and will begin automatically. You can watch the demos as many times as you like!
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Products, Offers and Usability
| Q: |
I saw your FREE CD offer on TV. Why can’t I find it online? |
| A: |
Our exclusive TV offer is available only when you order by phone. You can get one CD from any lesson set for FREE (pay up to $9.95 USD in Canada for shipping & processing). To take advantage of our TV offer, call 1-800-917-8074 and we will be happy to assist you. When you call you will be given the option to continue learning with other Video Professor lessons. |
| Q: |
How do you give your lessons away for FREE? |
| A: |
Video Professor believes that once you try our lessons, you’ll come back to us for all of your computer learning needs! When you order online, any TWO of the three computer tutorial CD-ROMs are yours FREE with no further obligation, PERIOD. Take 10 days to decide if you want to keep the complete set of CDs. After your 10-day free trial, if you decide to keep the complete set, we’ll conveniently bill your credit card $289.95. If you decide to return any one of the lessons, simply call our Customer Care number and you will be charged nothing more, and get to keep two computer learning CD-ROMS, FREE! |
| Q: |
How do I order your CD lessons online? |
| A: |
If you prefer, you can order a complete three-CD lesson set online using our convenient order form. Pay up to $9.95 USD for shipping & processing to receive your CD set in the mail in a few days. Once you receive your lesson shipment, you’ll have 10 days to review it and learn as much as you can. If you decide to keep your complete lesson set, do nothing and we’ll conveniently bill your credit card $289.95. If you decide not to keep all three CDs, send one back and keep the other two. See How It Works on the Order Form for more information. |
| Q: |
What forms of payment do you accept? |
| A: |
Video Professor accepts all major credit cards including Visa®, MasterCard®, American Express®, Discover® and Diner’s Club International®. |
| Q: |
Can I pay with a check or money order? |
| A: |
Unfortunately we do not accept check or money order payments through our web site. If you would like to order using a check or money order, please call Customer Care at 1-800-519-4110 during regular business hours. They will send you a catalog of our lessons to choose from. When you’re ready to order, fill out the order form on the back and mail it along with your full payment to: Video Professor, P.O. Box 150741, Lakewood, CO 80215. |
| Q: |
I tried your CD-ROM lessons through a trial offer and would like to keep them. What should I do now? |
| A: |
Nothing! Just hold on to the lessons you want to keep and your credit card will automatically be charged the cost of any unreturned lessons at the end of your trial period. Be sure to read the Return Policy and other program details that came with your CD-ROMs for more information. |
| Q: |
When will I be billed? |
| A: |
You always have 10 days to review any lesson we send you. Billing usually occurs 16 days from the ship date of your lessons. To stop billing, see our Return Policy. |
| Q: |
How do I know if my order has been shipped? |
| A: |
It normally takes 5-7 business days for us to get your lessons to you (2-4 weeks in Canada). If you have not received your lesson within this time, please call Customer Care during regular business hours for assistance. |
| Q: |
What holidays might delay my shipment? |
| A: |
Our offices and fulfillment center are closed on New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving and Christmas. |
| Q: |
What is Video Professor Online? |
| A: |
Video Professor Online makes it convenient and easy to learn any skill you need to know, anytime, any place. All Video Professor lessons are also available online via streaming video, giving you the flexibility to learn whenever you want and wherever you are. Many Video Professor customers prefer online lessons because they can choose to learn only specific chapters based on their current skill levels. |
| Q: |
Is there any cost for using Video Professor Online? |
| A: |
When you sign up for VP Online, you will be charged just 99 cents for 99 hours of continuous access to our learning center. If you don’t call and cancel before the trial period ends, your credit card will be conveniently charged $29.95 a month to continue access. Just make sure you call 1-800-424-0277 to cancel before your trial period ends to avoid any unwanted charges. See How It Works for more information. |
| Q: |
Are Video Professor lessons available in Spanish? |
| A: |
Yes! Select lessons are available in Spanish. For a current list of Spanish titles, call Customer Care at 1-800-819-4355. Se habla español. |
| Q: |
Does Video Professor offer any other products besides software lessons? |
| A: |
Yes! Video Professor offers a variety of other related products and services, including a Software Savers® program, value-added CD-ROMs and much more. Please call Customer Care at 1-800-519-4110 for details about our selection of other products and their availability. |
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Returns and Customer Care
| Q: |
What is Video Professor’s Return Policy? |
| A: |
You have up to 30 days from the ship date to return your lesson(s). If you would like to return your lesson(s) (at the then-current exchange rate for Canadians), please contact us at 1-800-519-4110, send back your three CDs, and we will refund your shipping & processing fee upon your request. A Return Authorization Number MUST appear on the outside of any returned lesson. Returning a lesson without this number can result in your credit card being charged if we can’t locate your account to stop billing. Any requests for refunds AFTER 30 days are subject to review and refusal at Video Professor’s sole discretion. Special promotions and incentives may not be combined. |
| Q: |
My free trial is almost up? How do I return the lesson I don’t want to keep? |
| A: |
Simply call us at 1-800-519-4110 before your 10-day free trial expires to obtain a Return Authorization number. Return any one of the three lessons and you’ll never be charged a purchase price. Keep the other two lessons absolutely FREE! |
| Q: |
Can I return the lessons through your web site? |
| A: |
At this time, we cannot process returns or refunds through our web site. Please see our Return Policy or call Customer Care at 1-800-519-4110 during regular business hours for assistance. |
| Q: |
I received a lesson I did not order. What should I do? |
| A: |
When you ordered online, you agreed to continue learning with Video Professor. This means we will send you additional shipments of equal learning value about every five weeks. This makes it convenient for you to continue learning everything you need to know about your computer and the software it runs! If you did not order online and did not agree to receive additional shipments, please call Customer Care at 1-800-519-4110 during regular business hours for assistance. |
| Q: |
What does “additional shipments of equal learning value” mean? |
| A: |
It’s the best way to complete your Video Professor library! When you order online, future lessons you have a probable interest in will be sent to you about every five weeks, each conveniently billed to your credit card, on the same exact terms as your first shipment. You can review these lesson sets for 10 days without any obligation. If you wish to choose your future lessons, or if you are unsatisfied and want to discontinue shipments, simply call Customer Care during regular business hours for assistance. |
| Q: |
I was billed for something I did not receive. What should I do? |
| A: |
Check the date of the charge on your bank statement. If it’s recent, your shipment will probably arrive within a week. If it’s not recent, call us immediately at 1-800-519-4110 during regular business hours for assistance. |
| Q: |
I was billed for something I already returned. What should I do? |
| A: |
If you returned a lesson without a Return Authorization (RA) number, we were unable to locate your account to stop billing. You will likely receive a letter in the mail asking you to call Customer Care to obtain an RA number so you can return your lessons properly. Simply call Customer Care during regular business hours for assistance. |
| Q: |
How do I cancel my Video Professor Online subscription? |
| A: |
If you are subscribed to Video Professor Online and would like to discontinue your membership, please contact us at 1-800-557-6233 during regular business hours for assistance. |
| Q: |
How do I contact Customer Care? |
| A: |
By phone, you can call our Customer Care team at 1-800-519-4110. Our representatives are available Monday through Thursday 7 a.m. to 9 p.m., Fridays 7 a.m. to 5 p.m. and Saturdays 7 a.m. to 3:30 p.m., Mountain Standard Time.
By e-mail, you can send your questions or concerns to customer service in one of two ways:
- Go to the Contact Us page on our site. Select whom you want the message directed to, provide your contact information and your e-mail message and then click Submit.
- Send your e-mail to cservice@videoprofessor.com. We will make every effort to respond to your inquiry within four business days.
By regular mail, address your mail to: Video Professor, P.O. Box 150741, Lakewood, CO 80215. Please do not return lessons or other software to this address or it will be returned to you. If you want to return your lessons, please view our Return Policy.
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Usability and Technical Support
| Q: |
What are the recommended system requirements? |
| A: |
Video Professor CD-ROM software has been tested and approved for use with Windows 95 or higher operating systems. In order to access and use Video Professor CD-ROMs, you are required to have a 300-megahertz or higher processor (166 MHz-266 MHz minimum supported; may limit performance). The type of processor must be in the Intel Pentium/Celeron family or in the AMD K6/Athlon family. Memory must be 128 MB of RAM or higher (64 MB minimum supported; may limit performance). Computer systems should include the following: 4-megahertz SGVA video card; 16-bit color with a display of 800x600 pixels or better; sound card equivalent to a PCI Sound Blaster; 32x CD-ROM or higher (16x minimum supported; may limit performance). Program runs from the CD-ROM with no hard drive space required; some lessons have student files that will need to be saved to the end user’s computer. This space is determined by the size of the lesson files. |
| Q: |
How do I start learning? |
| A: |
It’s easy! Just follow these simple steps and you’re off!
- Insert Disc One of your lesson set into your computer's CD-ROM drive.
- The Video Professor icon will appear on your computer's desktop and your lesson will begin playing automatically.
- The lesson player will always stay on top of the other windows you have open.
- When you reach the Table of Contents page, click on any chapter to begin.
- You can pause, rewind or fast-forward your lesson anytime you want. The control buttons look and perform just like the buttons on a DVD player.
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| Q: |
The lesson is asking me to agree to something. What should I do? |
| A: |
Once the lesson begins, you will see our End User License Agreement (EULA). To use our lessons, you must agree to the EULA. If you accept the terms of the EULA after reading it, click Agree. You may also obtain a printed copy of our EULA by calling us at 1-800-392-6493 or visiting www.videoprofessor.com/eula.html. |
| Q: |
What if I don’t agree to the End User License Agreement terms? |
| A: |
If you do not agree with the terms and conditions of the EULA, click Disagree, simply remove the CD-ROM from the CD drive, and promptly call Customer Care. They will ask you to return the package to Video Professor, Inc. |
| Q: |
What does the Video Professor Lifetime Replacement Warranty cover? |
| A: |
The Lifetime Replacement Warranty covers all costs to replace any Video Professor CD-ROM lesson you ordered that becomes scratched or damaged through normal use. In order to register for the replacement warranty, fill out the Product Registration from your CD lesson. An e-mail will be sent to the address you provided with details on how to obtain your replacement CD-ROM(s). The Video Professor Lifetime Replacement Warranty does not cover other software or electronics you may have received in addition to the CD-ROM lessons. |
| Q: |
What should I do if I’m having trouble using the lessons? |
| A: |
If you have any problems with the lesson (such as error messages or screen-sizing issues), have questions about computer system requirements or for help on how to use the lessons, visit us at www.videoprofessor.com/faq or you may call Technical Support at 1-800-557-6233. If a Technical Support representative is not available, please leave a message and a representative will call you back. |
| Q: |
What should I do if I’m having trouble using Video Professor Online? |
| A: |
If you have any problems with using Video Professor Online, just find the FAQ link in the left navigation menu for answers to the most common questions. You may also call Technical Support at 1-800-557-6233. If a Technical Support representative is not available, please leave a message and a representative will call you back. |
| Q: |
Are Video Professor lessons compatible with Macintosh® computers? |
| A: |
At this time, Video Professor lessons are available for PCs only. |
| Q: |
Can I use the other applications on my computer while running Video Professor lessons? |
| A: |
Yes! Video Professor lessons are specifically designed to allow you to work in the actual program you are learning while following along with the lessons. You can also multi-task on your computer while you learn. |
| Q: |
How do I stop receiving e-mail news and special offers? |
| A: |
To unsubscribe from Video Professor mailings, please click here or you can send an e-mail to remove@videoprofessor.com. This information can also be found at the bottom of the e-mail sent to you. Do not send an unsubscribe request by replying to the message, we will not receive it. |
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Security of Order
| Q: |
If I place an order on your web site, is my personal information safe and secure? |
| A: |
Rest assured that Video Professor uses the latest 128-bit encryption for all online orders. Video Professor has been in business for over 20 years and is a member of the Better Business Bureau and is in good standing with the Direct Marketing Association. Your order is in excellent hands! |
| Q: |
Where do I find your Better Business Bureau standings? |
| A: |
It’s easy! Just look for the BBB icon on our home page and click it. Or click here to be taken directly to Video Professor’s BBB Reliability Report. |
| Q: |
What is Video Professor’s Privacy Policy? |
| A: |
To view our Privacy Policy, click here. You can also look for the Privacy Policy including YOUR CALIFORNIA PRIVACY RIGHTS link at the bottom of any page throughout the site. |
| Q: |
What is Video Professor’s Use Agreement? |
| A: |
To view our Use Agreement, click here. You can also look for the Use Agreement link at the bottom of any page throughout the site. |
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