Subject: New Reply Received - Top One Coqueiros - Virtual problem
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 02 Mar 2020 12:09:25 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Top One Coqueiros - Virtual problem  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Hi, Nusan!</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">I talked to the manager. He told me that the app is ok now after the new class.</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">If the club has another issue, I’ll talk to you again.</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Thank you,</span></div>
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<b><span lang="EN-AU" style='font-size:9.0pt;font-family:"AvenirNext LT Pro Regular",sans-serif'>Luísa Fini
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</span><span style='font-size:9.0pt;font-family:"AvenirNext LT Pro Regular",sans-serif;color:gray'>Customer Experience Manager</span><span lang="EN-AU" style='font-size:13.5pt;font-family:"AvenirNext LT Pro Regular",sans-serif;color:gray'><br>
</span><span lang="EN-AU" style='font-size:9.0pt;font-family:"AvenirNext LT Pro Regular",sans-serif;color:gray'>Les Mills Brasil |
<a href="mailto:luisa.fini" rel="noreferrer"><span style="color:#0563C1">luisa.fini</span></a></span><span lang="EN-AU" style='font-size:9.0pt;font-family:"AvenirNext LT Pro Regular",sans-serif;color:#954F72'><a href="mailto:[email-masked]" rel="noreferrer">@lesmills.com</a></span>
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<div class="MsoNormal"><span lang="EN-AU" style='font-size:9.0pt;font-family:"AvenirNext LT Pro Regular",sans-serif;color:gray'>+55 11 2664-9900 | +55 11 94766-7699 | www.lesmills.com/br
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<a href="https://www.lesmills.com/getbodycombat" target="_blank" rel="noreferrer"><span style='font-family:"AvenirNext LT Pro Regular",sans-serif;color:windowtext;mso-fareast-language:EN-NZ;text-decoration:none'><img width="650" height="150" style="width:6.7708in;height:1.5625in" id="_x0000_i1028" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNTk2NDc5NzksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.GjbwHlGJaSfD5PKBrqUhcLcswDfHNRiql2rhGuZlg7g"></span></a><span style='font-family:"AvenirNext LT Pro Regular",sans-serif'></span>
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<b>De:</b> Les Mills International &lt;[email-masked]&gt;
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<b>Enviada em:</b> sexta-feira, 28 de fevereiro de 2020 17:57<br>
<b>Para:</b> Luisa Fini &lt;[email-masked]&gt;<br>
<b>Assunto:</b> Re: Top One Coqueiros - Virtual problem</div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Luísa,</span></div>
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Thank you for sharing the information that you received from the manager.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black'>Unfortunately, we do not support the iPad Air, since our minimum App requirements are an Apple iPad Pro 12.9 inch or 10.5 inch with a minimum of 512 GB storage.
 This ensures that the Virtual App runs efficiently and also allows the device to have plenty of storage capacity to download all the required classes, thereby preventing any storage issues which you may encounter in the future.<br>
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As stated in the earlier emails, could you please confirm if the customer has enabled Guided Access yet?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black'>We will keep this ticket open for another 48 hours. Please do not hesitate to send us an email if the issue persists or for any further queries. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black'>Kind Regards,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black'>Nusan</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Ticket:
<a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3254" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3254</a>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Sat, 29 Feb at 8:49 AM
<span class="separator">, Luísa &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>Hi, Pritish!<br>
He told me that the iPad still has a lot of memory space, although the iPad is Air.</span></div>
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<b><span lang="EN-AU" style='font-size:9.0pt;font-family:"AvenirNext LT Pro Regular",sans-serif'>Luísa Fini
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</span><span style='font-size:9.0pt;font-family:"AvenirNext LT Pro Regular",sans-serif;color:gray'>Customer Experience Manager</span><span lang="EN-AU" style='font-size:13.5pt;font-family:"AvenirNext LT Pro Regular",sans-serif;color:gray'><br>
</span><span lang="EN-AU" style='font-size:9.0pt;font-family:"AvenirNext LT Pro Regular",sans-serif;color:gray'>Les Mills Brasil |
<a href="mailto:luisa.fini" rel="noreferrer"><span style="color:#0563C1">luisa.fini</span></a></span><span lang="EN-AU" style='font-size:9.0pt;font-family:"AvenirNext LT Pro Regular",sans-serif;color:#954F72'><a href="mailto:[email-masked]" rel="noreferrer">@lesmills.com</a></span><span lang="EN-AU" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span lang="EN-AU" style='font-size:9.0pt;font-family:"AvenirNext LT Pro Regular",sans-serif;color:gray'>+55 11 2664-9900 | +55 11 94766-7699 | <a href="http://www.lesmills.com/br" rel="noreferrer">www.lesmills.com/br</a>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="https://www.lesmills.com/getbodycombat" target="_blank" rel="noreferrer"><span style='font-family:"AvenirNext LT Pro Regular",sans-serif;color:windowtext;mso-fareast-language:EN-NZ;text-decoration:none'><img width="650" height="150" style="width:6.7708in;height:1.5625in" id="_x0000_i1025" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNTk1NTAzODIsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.bLjLs5KRSbz-d3HbH6PxxY_gKgFEXYc_wrhPqu-17c0"></span></a></span></div>
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<b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>De:</span></b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Enviada em:</b> sexta-feira, 21 de fevereiro de 2020 07:36<br>
<b>Para:</b> Luisa Fini &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Assunto:</b> Re: Top One Coqueiros - Virtual problem</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Luísa,<br>
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Thank you for sharing the video. This is very helpful.<br>
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As per the video it seems that when they try to play a video which starts fine. However, after few seconds of the video playback the app is getting closed. Again they have to restart the app.<br>
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As checked the customer is using iPad Air 128 GB and the recommended is iPad Pro 12.9 inch or 10.5 inch display with minimum 512GB storage. Could you please advise them to upgrade the iPad?<br>
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Secondly, it seems that they have not enabled guided access for the iPad. Please share the link with the customer and advise them to enable guided access.<br>
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<a href="https://lesmillsvirtualapp.freshdesk.com/pt-BR/support/solutions/articles/36000054280-otimizando-downloads-muito-grandes" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/pt-BR/support/solutions/articles/36000054280-otimizando-downloads-muito-grandes</a>
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Once the settings are enabled could you please ask them to check if the classes are playing fine.<br>
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Looking forward to your reply.<br>
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Warm Regards,<br>
Pritish<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3254" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3254</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Fri, 21 Feb at 4:01 AM
<span class="separator">, Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Luísa,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for sharing the video and it is most helpful.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We are checking this and will get back to you as soon as possible. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for your patience. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Warm Regards,<br>
Pritish<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3254" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3254</a> </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Fri, 21 Feb at 3:08 AM
<span class="separator">, Luísa &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>Hi, Pritish!</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>This is the vídeo with what happens in the Top One virtual.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<b><span lang="EN-AU" style='font-size:9.0pt;font-family:"AvenirNext LT Pro Regular",sans-serif'>Luísa Fini
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</span><span style='font-size:9.0pt;font-family:"AvenirNext LT Pro Regular",sans-serif;color:gray'>Customer Experience Manager</span><span lang="EN-AU" style='font-size:13.5pt;font-family:"AvenirNext LT Pro Regular",sans-serif;color:gray'><br>
</span><span lang="EN-AU" style='font-size:9.0pt;font-family:"AvenirNext LT Pro Regular",sans-serif;color:gray'>Les Mills Brasil |
<a href="mailto:luisa.fini" rel="noreferrer"><span style="color:#0563C1">luisa.fini</span></a></span><span lang="EN-AU" style='font-size:9.0pt;font-family:"AvenirNext LT Pro Regular",sans-serif;color:#954F72'><a href="mailto:[email-masked]" rel="noreferrer">@lesmills.com</a></span><span lang="EN-AU" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span lang="EN-AU" style='font-size:9.0pt;font-family:"AvenirNext LT Pro Regular",sans-serif;color:gray'>+55 11 2664-9900 | +55 11 94766-7699 | <a href="http://www.lesmills.com/br" rel="noreferrer">www.lesmills.com/br</a>
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<b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>De:</span></b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Enviada em:</b> segunda-feira, 17 de fevereiro de 2020 10:57<br>
<b>Para:</b> Luisa Fini &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Assunto:</b> Re: Top One Coqueiros - Virtual problem </span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Luísa,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for your update.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We are leaving this ticket open for another couple of days in case if they need any further assistance. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Warm Regards,<br>
Pritish<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3254" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3254</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Tue, 18 Feb at 2:42 AM
<span class="separator">, Luísa &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>Hi, Akash!</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>I’m waiting his answer.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>Thank you,</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<b><span lang="EN-AU" style='font-size:9.0pt;font-family:"AvenirNext LT Pro Regular",sans-serif'>Luísa Fini
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</span><span style='font-size:9.0pt;font-family:"AvenirNext LT Pro Regular",sans-serif;color:gray'>Customer Experience Manager</span><span lang="EN-AU" style='font-size:13.5pt;font-family:"AvenirNext LT Pro Regular",sans-serif;color:gray'><br>
</span><span lang="EN-AU" style='font-size:9.0pt;font-family:"AvenirNext LT Pro Regular",sans-serif;color:gray'>Les Mills Brasil |
<a href="mailto:luisa.fini" rel="noreferrer"><span style="color:#0563C1">luisa.fini</span></a></span><span lang="EN-AU" style='font-size:9.0pt;font-family:"AvenirNext LT Pro Regular",sans-serif;color:#954F72'><a href="mailto:[email-masked]" rel="noreferrer">@lesmills.com</a></span><span lang="EN-AU" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span lang="EN-AU" style='font-size:9.0pt;font-family:"AvenirNext LT Pro Regular",sans-serif;color:gray'>+55 11 2664-9900 | +55 11 94766-7699 | <a href="http://www.lesmills.com/br" rel="noreferrer">www.lesmills.com/br</a>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="https://www.lesmills.com/getbodycombat" target="_blank" rel="noreferrer"><span style='font-family:"AvenirNext LT Pro Regular",sans-serif;color:windowtext;mso-fareast-language:EN-NZ;text-decoration:none'><img width="650" height="150" style="width:6.7708in;height:1.5625in" id="Imagem_x0020_1" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNTg1MDk1MjIsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.qXAa3LafRFkWilOYmy4xbSffVzVG7Ar5Ep5pZqgg6QY"></span></a></span></div>
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<b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>De:</span></b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Enviada em:</b> domingo, 16 de fevereiro de 2020 07:29<br>
<b>Para:</b> Luisa Fini &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Assunto:</b> Re: Top One Coqueiros - Virtual problem </span>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#183247'>Hi Luisa,</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#183247'>Hope you are doing well</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#183247'>Could you please confirm a few things with the club manager? </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#183247'>1. If they have been using scheduler for 'Sala Ciclismo' studio at all because we do not see any virtual class scheduled in the scheduler for this studio. Please
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2. Please ask them to refresh the download for RPM 84 class for 'Sala Ciclismo' studio as that is a incomplete download .</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#183247'>We are leaving this ticket open for 48 hours. Do let us know if you need assistance with anything else.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#183247'>Regards </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#183247'>Akash</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#183247'>Customer Service </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#183247'>Les Mills Virtual </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3254" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3254</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Fri, 14 Feb at 9:17 AM
<span class="separator">, Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for confirming they use the 'Sala Ciclismo' studio. We can see that this studio has synced to the iPad correctly, however they still haven't refreshed the RPM 84
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Furthermore, as Pritish noted, all the classes scheduled in Sala Ciclismo are LIVE classes, not Virtual ones.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Could you please confirm if the club manager has been able to address both these issues?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you,<br>
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AJ<br>
Customer Services<br>
Les Mills Virtual App</span></div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3254" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3254</a> </span></div>
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  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3254