Frequently Asked Questions
- I ran the 'insert name' marathon, but I don't see it on your site, how can I order a Personalized DVD?
- Do I have to order before the race?
- I just ordered a DVD, when will I receive it?
- I just pre-ordered/ordered and my bib number and finish time were blank...why?
- What is the Personal Greeting (specific events only) that is offered with the pre-purchase of my DVD?
- I received my order confirmation email, but some information was wrong. What do I do?
- I don't want to use my credit card info online, is there any other way I can order?
- Will I see myself in my GoActionVideo Personalized DVD?
- Will my name and time appear on the screen?
- Is the video high-quality?
- Can I select each personalized clip of me and immediately jump to that scene?
- My bib# was not visible during a portion of the race, will you still be able to find me?
- Will the camera follow me?
- Can a Personalized DVD feature more than one runner?
- How long are my video clips?
- What if I missed a timing mat during the race?
- What if I can't run or don't finish the race?
- I just ordered a Downloadable Video, where do I download it?
- Will the Downloadable Video play on my computer?
- I clicked on 'View A Sample Video' and nothing happened, what's wrong?
- Will my Personalized DVD work with my current DVD player?
- Will my Personalized DVD work with my European DVD player / Is there a PAL version?
- Is my Personalized DVD encoded for a specific region?
Question: I ran the 'insert name' marathon, but I don't see it on your site, how can I order a Personalized DVD?
Answer: If you do not see the marathon you ran listed on our site in either the 'recent events' or 'upcoming events' area of our home page then the event is no longer available or we did not cover the event in question.
Question: Do I have to order before the race?
Answer: No, not at all. You even have the option of ordering at the race expo (this varies depending on the event). We record all runners and can make a Persoanlized DVD for any finisher. However, our products are available for a limited time only. You can order up to 60 days after an event, sometimes even longer depending on our 'event load' (how many events we are covering at any given time).
Question: I just ordered a DVD, when will I receive it?
Answer: We start shipping Personalized DVD's 4-6 weeks after an event. Due to high order volumes delivery times may take longer, so please be patient. You will receive an email notification when your DVD has shipped.
Question: I just pre-ordered/ordered and my bib number and finish time were blank...why?
Answer: If you are pre-ordering this is normal as we do not have the race participant database yet. If you are ordering after an event has taken place, we usually do not have your bib number or finish time until 3-4 days after the event, at which time we receive the race participant database...this is normal. Your order(s) will be fine.
Question: What is the Personal Greeting (specific events only) that is offered with the pre-purchase of my DVD?
Answer: The Personal Greeting is a DVD extra you can record at the race expo before the marathon. Stop by the GoActionVideo expo booth to film a short video message that will appear on your DVD. At the GoActionVideo booth you can record a short 30 second video by yourself or with family and friends. Pre-purchase of a GoActionVideo Personalized DVD is required to film your Personal Greeting.
Question: I received my order confirmation email, but some information was wrong. What do I do?
Answer: Contact us immediately so we can clear it up as soon as possible at orders@goactionvideo.com.
Question: I don't want to use my credit card info online, is there any other way I can order?
Answer: Yes, you can mail a check (please include shipping cost) along with your order info (Event, First Name, Last Name, Bib#, Shipping Address and which Product(s) you would like) to the following address:
General Contact Info
GoActionVideo
4945 Presidents Way
Tucker,
GA 30084
Phone: 770-696-2588
Toll Free: 800-783-2762
Question: Will I see myself in my GoActionVideo Personalized DVD?
Answer: Depending on the event we will have multiple cameras positioned at selected
timing points so that every athlete is captured on video. If this is a finish
line only DVD you can expect one 10-30 second shot of you crossing the finish
line. The shot time varies because of the camera positions at different events and the actual pace of the runner.
Question: Will my name and time appear on the screen?
Answer: Yes. Every time you appear in a video clip your name and split time will appear on screen.
Question: Is the video high-quality?
Answer: Yes. We use professional digital cameras with high-quality lenses. The final DVD is high-resolution, broadcast-quality NTSC digital video.
Question: Can I select each personalized clip of me and immediately jump to that scene?
Answer: Yes, if the DVD has multiple splits you can jump directly to those places in the
video. GoActionVideo DVD's have all of the same DVD menu options and controls
that you are use to seeing with your DVD movie titles. You can play the entire race video, pause, repeat, or jump, etc, using your DVD remote control.
Question: My bib# was not visible during a portion of the race, will you still be able to find me?
Answer: Yes. Our system finds you using the timing data from your ChampionChip so even if your bib# was not visible the system will still be able to pull your personal video clips from the race footage.
Question: Will the camera follow me?
Answer: No. Personalized video clips require that we lock down our cameras at specific
locations. We capture every racer as they pass by our cameras.
Question: Can a Personalized DVD feature more than one runner?
Answer: Typically no. But there are certain cases where we can do this. If you ran side-by-side the entire time with someone and crossed each split (including the finish line) together than this is possible, but due to technical limitations we can only have one name and split time on-screen. If you wish to order a DVD with two runners (you must fit the criteria) please contact customer service before ordering.
Question: How long are my video clips?
Answer: Depending on the scene and the camera angle, some shots will be up to 30 seconds and others will produce shorter clips, approximately 10 seconds. If this is a finish line only DVD you can expect one 10-30 second shot of you crossing the finish line. The shot time varies because of the camera positions at different events and the actual pace of the runner.
Question: What if I missed a timing mat during the race?
Answer: Unfortunately we cannot offer you our product(s) if you missed a timing mat. Our system needs all split times in order to process your order. If you pre-ordered your Personalized DVD and missed a timing mat (for any reason) we will issue you a full refund.
Question: What if I can't run or don't finish the race?
Answer: Unfortunately we cannot offer you our product(s) if you did not finish the race. If you pre-ordered your Personalized DVD and did not finish the race (for any reason) we will issue you a full refund.
Question: I just ordered a Downloadable Video, where do I download it?
Answer: Downloadable Videos start being delivered 2-4 weeks after an event. If ordering after this time, please allow 5-7 business days (Monday-Friday) for delivery. You will then receive an email with a link to download your video clip. Please check all junk mail folders as we cannot guarantee our emails will get through.
Question: Will the Downloadable Video play on my computer?
Answer: All videos are in .WMV (Windows Media Video) format. We believe this gives us the highest quality video with the smallest file size for fast and easy downloading. Our videos will even play on older computers in most cases. Be sure to turn up the volume on your computer. To download Windows Media Player click here. MAC users, we love MAC's too, but please click here to download Windows Media Player in order to view your clip.
Question: I clicked on 'View A Sample Video' and nothing happened, what's wrong?
Answer: Most likely, you are not giving the video enough time to load. After clicking "View A Sample Video" a new window should open with the sample video you wish to view (make sure any 'popup' blockers are disabled). If you are on a Cable or DSL connection it could take up to a minute to load, if you are using a Dial-up connection it could take up to 10 minutes to load. Please be patient. All sample videos are in .WMV (Windows Media Video) format.
Question: Will my Personalized DVD work with my current DVD player?
Answer: There are thousands of DVD player models. A list of all compatible / incompatible players on this web site would be incomplete and impossible to maintain up-to-date.
Look in the DVD player manual (or ask Technical Support of the manufacturer) if the player will play DVD-R's. In order to avoid disappointment and unnecessary expenses, please make sure that your DVD player can play DVD-R's.
Question: Will my Personalized DVD work with my European DVD player / Is there a PAL version?
Answer: Our DVD's are created using the NTSC format and they are NOT region encoded. However, almost all DVD players sold in Europe play both NTSC and PAL DVD's since Europe imports a lot of American made movies. These multi-standard DVD players convert the NTSC signal to PAL which most European TV's can interpret.
Question: Is my Personalized DVD encoded for a specific region?
Answer: No. We do not region encode our DVD's. They are set to play in all regions. |
