Subject: Re: Corrupt download vs setup issue
From: Pritish Nandi <[email-masked]>
To: deeksha <[email-masked]>
Cc: ASR272130 <[email-masked]>, Rahul Kumar <[email-masked]>, ashish dabral <[email-masked]>, zarif khan <[email-masked]>, tasuku yamamoto <[email-masked]>, saurabh <[email-masked]>, Arjun Hurry <[email-masked]>
Date: Mon, 15 Apr 2019 21:48:52 -0700 (MST)

Hi Deeksha, 

This was for the Ticket number 1949 which was handled by AJ. 

@AJ- As per the customer comments every TRIP class was getting aborted hence we should have asked the following. 

1- Asked them to check AV setup - Should have sent them the link - [ https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment- | https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment- ] 
2- Asked for the mirror display auto-lock settings is toggled. 

Only after that we should have tried detecting corrupt or incomplete download. 

@All- Team ensure this is what you follow going forward and we should not see any further escalations from client. 

Regards, 
Pritish 

From: "deeksha" <[email-masked]> 
To: "ASR272130" <[email-masked]>, "Arjun Hurry" <[email-masked]>, "Rahul Kumar" <[email-masked]>, [email-masked], "ashish dabral" <[email-masked]>, "zarif khan" <[email-masked]>, "tasuku yamamoto" <[email-masked]> 
Cc: "saurabh" <[email-masked]> 
Sent: Tuesday, 16 April, 2019 10:05:14 
Subject: Fwd: Corrupt download vs setup issue 

Hi guys, 

This is something that Charolette has explained over and over again then what is the confusion and who is sending incorrect replies?? 

@ Rahul: can u please check who sent the wrong solution? 

@ Ashish: please forward it to the new guys as well. 

Regards, 
Deeksha 

Sent from my iPhone 

Begin forwarded message: 

From: Charlotte Jansen < [ mailto:[email-masked] | [email-masked] ] > 
Date: 16 April 2019 at 09:52:11 GMT+5:30 
To: lesmills < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Corrupt download vs setup issue 

BQ_BEGIN

Hi Level 1, 

I’m still seeing cases where the corrupt download solution is sent when the customer reports a program failing. There can be 8 releases within a single program so unless the customer reports a problem with a specific release number (CXWORX 31 for example), setup and Mirror Display Auto Lock should be checked first. If these are confirmed as OK, then we will try to detect a corrupt download. 

A program is named as follows i.e. BODYPUMP, TRIP, CXWORX. A release number is the number at the end. i.e. 31 

Please confirm we’re all clear on this. 

Thanks 

Charlotte 

	

Charlotte Jansen | Customer Service Manager 
Les Mills International | [ mailto:[email-masked] | [email-masked] ] 
tel | fax +64 9 366 9901 | [ http://www.lesmills.com/ | www.lesmills.com ] 

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BQ_END