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CUSTOMER CARE

General Questions

  • Q: Do you create eLearning Courses?

    A: Yes. Each of our Learning TV™ Shows will come as a SCORM conformant ELearning course. Soon we’ll have MLearning Refreshers as well. So, stay tuned.

  • Q: Where are the rest of your training courses?

    A: Right now we only have our flagship product, Customer Service Intelligence. Please see our Coming Soon page for a list of our upcoming productions.

  • Q: Can I duplicate the videos in my Learning TV™ Show?

    A: Sorry, but no. It’s actually illegal to make unauthorized copies of our copyrighted material.

  • Q: Can I copy my resource materials?

    A: You can print specified materials for your own use. But it's against the law to copy and loan this product to others for the purposes of training. Please see the above answer.

  • Q: Can I alter or copy the Resource Materials that come with my Learning TV™ Show?

    A: Where specified, and with stipulations, all content on your Resource Disc can be printed and/or copied as much as you need. However, only the PowerPoint presentation, Checklists, Certificates of Completion, and Communication templates can be edited to suit your individual needs. More details are included in your Leader’s Guide. Please feel free to contact us if you have any other licensing questions.

  • Q: What do I get in my 14 Day Trial?

    A: Good question. You get access to a private preview microsite that hosts three versions of our product: The instructor-led On Demand ("streaming video") version, the instructor-led On Demand "Flipped Classroom" version, and the Learner-led gamified eLearning version. From one convenient place, you can sample the version that best suits your training needs.

  • Q: Can I share my 14 Day Trial with a Colleague?

    A: The best and easiest path is to encourage your teammates to start their own trials, independent of yours. Here's why: our gamified eLearning version of the course will bookmark so they won't experience the preview from the beginning. They'll simply start from where you left off. How much fun would that be?

  • Q: How do I roll my 14 Day Trial into a license?

    A: It's easy. From the trial's preview microsite, just click the link (in the footer) to the Customer Service Intelligence ecommerce site, go to the Store and purchase the appropriate product. Or of you like, please call us. We'll be more than happy to help you activate your new license.

  • Q: Can I extend my 14 Day Trial?

    A: Absolutely, all you have to do is contact our Customer Care department by email or phone and we'll add more time.

If you don't see your question here, please call +1 800-842-2974 and we'll be glad to help you.



My Account

  • Q: Why should I take the time to open an account?

    A: Because it’s easy, it only takes a few minutes, and we created it just for you. Plus, it enables you to view near full length versions of our Learning Show episodes if you want to. And it’s the internet version of introducing yourself to us. We hope you’ll find our products meaningful and worthwhile. And hopefully, you’ll come back and visit us again. And when you do, we want to greet you personally and make your experience nicer.

If you don't see your question here, please call +1 800-842-2974 and we'll be glad to help you.



Privacy

  • Q: Do you share my information with anyone?

    A: ABSOLUTELY NOT. We are customers too. As customers we enjoy our privacy so we know how important it is. We respect your privacy as if it were our own. So, rest assured that we will never sell or share your information with anyone…not now, not ever. Pinky swear.

If you don't see your question here, please call +1 800-842-2974 and we'll be glad to help you.



Product Previews

  • Q: Do you ship preview copies of your product?

    A: So sorry but no, we don’t. However, we do offer lots of video content from our Learning Shows right here on the website. It easier and faster! We also believe that it’s “greener” if you test drive our product through the most earth-friendly methods. Once you become a member, you can also watch near full-length episodes without DVDs or players. You can also browse our beautiful Leader’s Guides and Learner’s workbooks with full screen PDFs. And of course, if you then purchase one of our products and aren’t completely satisfied with the quality, we’ll gladly refund your money.

  • Q: How do I preview your support materials?

    A: On the product detail page of our guides and workbooks, you’ll find a link to view the PDFs. And we provide ways to magnify the images of our posters and Memory Tiles so you can get a better look at the quality, detail and care we took in creating them for you and your Learners.

  • Q: Why is your Episode Preview so short?

    A: We actually offer far more video related content on each Learning Show than most producers offer on their products. We believe that the more you see of our products, the more you’ll recognize the quality and care. Please visit the Story, Characters, and Learning Point pages for more exciting video content.

If you don't see your question here, please call +1 800-842-2974 and we'll be glad to help you.



On-Demand Subscriptions

  • Q: What types of subscriptions do you offer?

    A: We offer one main type: Yearly. However, you can subscribe for multiple years if you like. Just call us, let us know how long you’d like and we can certainly work something out. We have the technology, as they used to say.

  • Q: Do you ship physical DVDs with your subscription products?

    A: No. But we offer a much better solution; streaming! It's more cost and time effective, “greener” and more versatile if we stream your on-demand video content from the web rather than mail physical media. You'll have the freedom to login and train from anywhere!

  • Q: Do I get the printed Leader’s Guides and Learner’s Workbooks with my subscription?

    A: Unfortunately, we cannot rent or loan the physical guides and workbooks. But you will receive printable PDFs with the downloadable portion of the on-demand product. However, you can certainly purchase our beautiful full color guides and workbooks. It's a great way to show your learners that you appreciate their time and commitment.

  • Q: Can I subscribe to wall art (posters) and memory tiles too?

    A: Actually, no. You’ll want to purchase those as well so they can be around as reminder items to help make the learning last longer.

  • Q: What if I change my mind and want to buy the Learning TV™ Show; will my subscription fees count towards the purchase?

    A: What you purchase from us is a license to use our courses for the designated time. When your subscription ends, all licenses for and use of the On-Demand video or the Elearning revert back to us and the course is no longer accessible through the Cloud LMS.

If you don't see your question here, please call +1 800-842-2974 and we'll be glad to help you.



Discounts

  • Q: Do I get a discount if I buy more than one Learning TV™ Show?

    A: Yes, you do. Just contact one of our amazing account executives and they’ll be glad to help you.

  • Q: What industry discounts do you offer?

    A: We offer a full 10% discount for Government, Education and Non Profits. Just call us and we’ll walk you through the process.

If you don't see your question here, please call +1 800-842-2974 and we'll be glad to help you.



Payments

  • Q: How many ways can I pay?

    A: As you’ll see on our footer, we accept Visa, American Express, Master Card, and PayPal.

  • Q: Do I need an account or a P.O. to pay for my Learning TV™ Show?

    A: No. As you step through the shopping cart you’ll want to provide certain information to help us complete the sale. If cutting a P.O. is part of or purchasing process we can certainly accommodate that.

If you don't see your question here, please call +1 800-842-2974 and we'll be glad to help you.



International

  • Q: Do you offer your courses in other languages besides English?

    A: We have strong experience in localization and translation so as demand warrants; we will most certainly offer courses in Spanish, French, Portuguese (Brazil). Please join our community to receive our product related updates.

  • Q: Can I subscribe or get an eLearning license from outside the U.S.?

    A: If you have a fast internet connection that allows you to stream HD video content and access the cloud LMS, then yes! Please refer to the subscription section of the FAQs to see how subscriptions work.

  • Q: What forms of payment do you accept from International customers?

    A: Credit card and PayPal work wonderfully. Hope you agree.

If you don't see your question here, please call +1 818-736-9990 (US) or +44 20 3318 1223 (UK), and we'll be glad to help you.



What information do we collect?

  • We collect information from you when you register on the site, place an order, enter a contest or sweepstakes, respond to a survey or communication such as e-mail, or participate in another site feature.

  • When ordering or registering, we may ask you for your name, e-mail address, mailing address, phone number, credit card information or other information. You may, however, visit our site anonymously.

  • We also collect information about gift recipients so that we can fulfill the gift purchase. The information we collect about gift recipients is not used for marketing purposes.

  • Like many websites, we use "cookies" to enhance your experience and gather information about visitors and visits to our websites. Please refer to the "Do we use 'cookies'?" section below for information about cookies and how we use them.

How do we use your information?

We may use the information we collect from you when you register, purchase products, enter a contest or promotion, respond to a survey or marketing communication, surf the website, or use certain other site features in the following ways:



  • To personalize your site experience and to allow us to deliver the type of content and product offerings in which you are most interested.

  • To allow us to better service you in responding to your customer service requests.

  • To quickly process your transactions.

  • To administer a contest, promotion, survey or other site feature.

  • If you have opted-in to receive our e-mail newsletter, we may send you periodic e-mails. If you would no longer like to receive promotional e-mail from us, please refer to the "How can you opt-out, remove or modify information you have provided to us?" section below. If you have not opted-in to receive e-mail newsletters, you will not receive these e-mails. Visitors who register or participate in other site features such as marketing programs and 'members-only' content will be given a choice whether they would like to be on our e-mail list and receive e-mail communications from us.

How do we protect visitor information?

We implement a variety of security measures to maintain the safety of your personal information. Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential. When you place orders or access your personal information, we offer the use of a secure server. All sensitive/credit information you supply is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our databases to be only accessed as stated above.

Do we use "cookies"?

Yes. Cookies are small files that a site or its service provider transfers to your computer's hard drive through your Web browser (if you allow) that enables the site's or service provider's systems to recognize your browser and capture and remember certain information. For instance, we use cookies to help us remember and process the items in your shopping cart. They are also used to help us understand your preferences based on previous or current site activity, which enables us to provide you with improved services. We also use cookies to help us compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in the future.

We may contract with third-party service providers to assist us in better understanding our site visitors. These service providers are not permitted to use the information collected on our behalf except to help us conduct and improve our business.

You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies. You do this through your browser (like Internet Explorer, Chrome, Firefox) settings. Each browser is a little different, so look at your browser Help menu to learn the correct way to modify your cookies. If you turn cookies off, you won't have access to many features that make your site experience more efficient and some of our services will not function properly. However, you can still place orders over the telephone by contacting customer service.

Do we disclose the information we collect to outside parties?

We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information unless we provide you with advance notice, except as described below. The term "outside parties" does not include TRAINEVISION, INC. It also does not include website hosting partners and other parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others' rights, property, or safety.

However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.

How can you opt-out, remove or modify information you have provided to us?

To modify your e-mail subscriptions, please let us know by modifying your preferences in the "My Account" section. Please note that due to email production schedules you may receive any emails already in production.

To delete all of your online account information from our database, sign into the "My Account" section of our site and remove your shipping addresses, billing addresses & payment information. Please note that we may maintain information about an individual sales transaction in order to service that transaction and for record keeping.

Third party links

In an attempt to provide you with increased value, we may include third party links on our site. These linked sites have separate and independent privacy policies. We therefore have no responsibility or liability for the content and activities of these linked sites. Nonetheless, we seek to protect the integrity of our site and welcome any feedback about these linked sites (including if a specific link does not work).

Changes to our policy

If we decide to change our privacy policy, we will post those changes on this page. Policy changes will apply only to information collected after the date of the change. This policy was last modified on July 6, 2014.

Questions and feedback

We welcome your questions, comments, and concerns about privacy. Please send us any and all feedback pertaining to privacy, or any other issue.

Online Policy Only

This online privacy policy applies only to information collected through our website and not to information collected offline.

Terms and Conditions

Please also visit our Terms and Conditions section establishing the use, disclaimers, and limitations of liability governing the use of our website.

Your consent

By using our site, you consent to our privacy policy.

FREE SHIPPING

We want to keep things nice and simple. Simple to us means Free Shipping via UPS ground (3-5 days) on all domestic orders. We make every effort to process your order quickly, and get it safely on its way to you in a timely manner.

Of course, if you need your items faster than that, we do offer the speedier paid options that USPS, UPS and FedEx have to offer. Simple.

How do I return an item?

From the day you receive a Trainevision product, you have 15 days to return or exchange it. Please return the item to the address listed on the return form and insure the item for the amount you paid for it.

In the case of video and resource discs and printed materials, there must be no sign of wear on the product and the product must not have been altered in any way. We cannot accept any item that has any indication that it has been used.

In the case of recognition and reward items or other awards, the item must be returned new and unused in its original box, with all warranties parts and accessories included to insure full credit. “New and Unused” means no scratches, marks or blemishes on the item.

All items properly returned under this policy are eligible for a refund or a store credit. If you choose a refund, the full purchase price (excluding the shipping fee), will be credited to the same form of payment used for the original purchase.

If the item you are returning is a special offer or “gift with purchase” please return that item in its original condition, or you may choose to have the cost of that item subtracted from your original invoice.

Kindly enclose the Return Form with your returned item to facilitate identifying your return to your account and allowing us to credit your amount as soon as possible.

If at all possible, we suggest you email a copy of the Return Form to us at customercare@trainevision.com so that we can credit your amount as soon as your box is received. Many customers forget to enclose the Return Form and it delays the crediting procedure. By receiving advance notification of your Return, we are able to assure you that this will not happen. Ship your return prepaid and insured for the full purchase price, by a carrier that offers insurance for the full amount, and that offers package tracking, such as United States registered mail, United Parcel Service (UPS) or - for amounts insured under $500 - Federal Express, to the address printed on the Return Form.

In the event that you are unable to return the item within our 15 day window of return, kindly let us know by e-mail and we will seek to help you out. However, if you do not notify us, we reserve the right to deduct your credit card for the full amount of the item ordered.

Please contact customer service for more information on returning an item. Thank you.

TRAINEVISION, INC. Attn: Returns Department
3500 West Olive Avenue
Suite 300
Burbank, CA 91505

Terms and Conditions


Copyright

The entire content included in this site, including but not limited to text, video, graphics, games or code is copyrighted as a collective work under the United States and other copyright laws, and is the property of TRAINEVISION, INC. The collective work includes works that are licensed to TRAINEVISION, INC Copyright 2012, TRAINEVISION, INC. ALL RIGHTS RESERVED. Permission is granted to electronically copy and print hard copy portions of this site for the sole purpose of placing an order with TRAINEVISION, INC. or purchasing TRAINEVISION, INC. products. You may display and, subject to any expressly stated restrictions or limitations relating to specific material, download or print portions of the material from the different areas of the site solely for your own non-commercial use, or to place an order with TRAINEVISION, INC. or to purchase TRAINEVISION, INC. products. Any other use, including but not limited to the reproduction, distribution, display or transmission of the content of this site is strictly prohibited, unless authorized by TRAINEVISION, INC.. You further agree not to change or delete any proprietary notices from materials downloaded from the site.


Trademarks

All trademarks, service marks and trade names of TRAINEVISION, INC. used in the site are trademarks or registered trademarks of TRAINEVISION, INC.


Warranty Disclaimer

This site and the materials and products on this site are provided "as is" and without warranties of any kind, whether express or implied. To the fullest extent permissible pursuant to applicable law, TRAINEVISION, INC. disclaims all warranties, express or implied, including, but not limited to, implied warranties of merchantability and fitness for a particular purpose and non-infringement. TRAINEVISION, INC. does not represent or warrant that the functions contained in the site will be uninterrupted or error-free, that the defects will be corrected, or that this site or the server that makes the site available are free of viruses or other harmful components. TRAINEVISION, INC. does not make any warrantees or representations regarding the use of the materials in this site in terms of their correctness, accuracy, adequacy, usefulness, timeliness, reliability or otherwise. Some states do not permit limitations or exclusions on warranties, so the above limitations may not apply to you.


Limitation of Liability

TRAINEVISION, INC. shall not be liable for any special or consequential damages that result from the use of, or the inability to use, the materials on this site or the performance of the products, even if TRAINEVISION, INC. has been advised of the possibility of such damages. Applicable law may not allow the limitation of exclusion of liability or incidental or consequential damages, so the above limitation or exclusion may not apply to you.


Typographical Errors

In the event that a TRAINEVISION, INC. product is mistakenly listed at an incorrect price, TRAINEVISION, INC. reserves the right to refuse or cancel any orders placed for product listed at the incorrect price. TRAINEVISION, INC. reserves the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, TRAINEVISION, INC. shall issue a credit to your credit card account in the amount of the incorrect price.


Termination

These terms and conditions are applicable to you upon your accessing the site and/or completing the registration or shopping process. These terms and conditions, or any part of them, may be terminated by TRAINEVISION, INC. without notice at any time, for any reason. The provisions relating to Copyrights, Trademark, Disclaimer, Limitation of Liability, Indemnification and Miscellaneous, shall survive any termination.


Notice

TRAINEVISION, INC. may deliver notice to you by means of e-mail, a general notice on the site, or by other reliable method to the address you have provided to TRAINEVISION, INC.


Jurisdiction

Your use of this site shall be governed in all respects by the laws of the state of California, U.S.A., without regard to choice of law provisions, and not by the 1980 U.N. Convention on contracts for the international sale of goods. You agree that jurisdiction over and venue in any legal proceeding directly or indirectly arising out of or relating to this site (including but not limited to the purchase of TRAINEVISION, INC. products) shall be in the state or federal courts located in Los Angeles County, California. Any cause of action or claim you may have with respect to the site (including but not limited to the purchase of TRAINEVISION, INC. products) must be commenced within one (1) year after the claim or cause of action arises. TRAINEVISION, INC.'s failure to insist upon or enforce strict performance of any provision of these terms and conditions shall not be construed as a waiver of any provision or right. Neither the course of conduct between the parties nor trade practice shall act to modify any of these terms and conditions. TRAINEVISION, INC. may assign its rights and duties under this Agreement to any party at any time without notice to you.


Use of Site

Harassment in any manner or form on the site, including via e-mail, chat, reviews, or by use of obscene or abusive language, is strictly forbidden. Impersonation of others, including a TRAINEVISION, INC. or other licensed employee, host, or representative, as well as other members or visitors on the site is prohibited. You may not upload to, distribute, or otherwise publish through the site any content which is libelous, defamatory, obscene, threatening, invasive of privacy or publicity rights, abusive, illegal, or otherwise objectionable which may constitute or encourage a criminal offense, violate the rights of any party or which may otherwise give rise to liability or violate any law. You may not upload commercial content on the site or use the site to solicit others to join or become members of any other commercial online service or other organization.


Participation Disclaimer

TRAINEVISION, INC. does not and cannot review all communications and materials posted to or created by users accessing the site, and is not in any manner responsible for the content of these communications and materials. You acknowledge that by providing you with the ability to view and distribute user-generated content on the site, TRAINEVISION, INC. is merely acting as a passive conduit for such distribution and is not undertaking any obligation or liability relating to any contents or activities on the site. However, TRAINEVISION, INC. reserves the right to block or remove communications or materials that it determines to be (a) abusive, defamatory, or obscene, (b) fraudulent, deceptive, or misleading, (c) in violation of a copyright, trademark or; other intellectual property right of another or (d) offensive or otherwise unacceptable to TRAINEVISION, INC. in its sole discretion.


Indemnification

You agree to indemnify, defend, and hold harmless TRAINEVISION, INC., its officers, directors, employees, agents, licensors and suppliers (collectively the "Service Providers") from and against all losses, expenses, damages and costs, including reasonable attorneys' fees, resulting from any violation of these terms and conditions or any activity related to your account (including negligent or wrongful conduct) by you or any other person accessing the site using your Internet account.


Third-Party Links

In an attempt to provide increased value to our visitors, TRAINEVISION, INC. may link to sites operated by third parties. However, even if the third party is affiliated with TRAINEVISION, INC., TRAINEVISION, INC. has no control over these linked sites, all of which have separate privacy and data collection practices, independent of TRAINEVISION, INC. These linked sites are only for your convenience and therefore you access them at your own risk. Nonetheless, TRAINEVISION, INC. seeks to protect the integrity of its web site and the links placed upon it and therefore requests any feedback on not only its own site, but for sites it links to as well (including if a specific link does not work).

Community Poll

What training topics do you need most?

Results

What training topics do you need most?

  1. Business Conduct & Ethics: 11.54%
  2. Creativity in the Workplace: 19.23%
  3. Diversity & Tolerance: 13.46%
  4. Leadership: 13.46%
  5. Generations in the Workplace: 15.38%
  6. Time Management: 9.62%
  7. Sexual Harassment: 17.31%