1. Please check to see if the DVD has any dirt on its playing surface and if so, clean carefully with a soft cloth applying gentle circular motions away from the centre of the DVD.
2. Check to see if the DVD plays either on your home or office computer or the DVD player of a friend. The fault may be with your machine, or that the DVD player is old and does does recognise the DVD recorded image. We use the DVD-R single layer (4.7GB) discs for discs 1 and 2 and CD-ROM for the included training program (which should be used in a PC or Mac, not in your DVD player!)
3. There are several short sections of mono-audio within the Swim Smooth DVD Boxset, if your DVD player is not configured correctly, it will appear that there is no audio present. Please check your audio-jack configuration and try again.
4. Remember: disc 3 (red) is the additional CD-ROM and has .PDF, .XLS, and .JPEG files included which will only be read in your home or office PC and not in your DVD player.
5. If your DVD player presents with the error display: NOT NTSC or NOT PAL DISC, please check to make sure you ordered and received the correct format for your region as generally the two are not inter-changeable (see NOTES for further info on your region).
6. Please try to avoid using the fast-forward and reverse functions of your remote controller in a repetitive cycle, instead to prolong the longevity of your disc, use the chapter-forward function or skip forward / backward functions.
7. In the unlikely event that there is a fault which cannot be rectified using one or all of the methods above, please contact us for further assistance, and note our standard warranty policy in our Terms and Conditions wording. Thankyou.

And if you do have a problem, we'll do our best to solve it, like we did with Edmond:

"When I received your DVD I could tell that your lessons would be different than those offered elsewhere. When I had to contact you about a damaged product I was not sure what to expect. I could not have conceived that you would contact me so quickly, or that you would have acted so quickly to correct the problem. I got the replacement DVD yesterday. I have not yet watched the parts I missed before, but I'm already impressed with your idea of customer service. I have never been this quickly satisfied by any company. Thank you, and please thank everyone else that worked to solve this issue for me."

Ed Mallahan, Oyster Bay, New York, USA.