Subject: Ticket re-opened - [#3254] Top One Coqueiros - Virtual problem
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 02 Mar 2020 12:09:26 +0000 (UTC)

Hi Pritish Nandi,  Ticket “#3254 – Top One Coqueiros - Virtual problem” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3254 to view the ticket.  Ticket comment   
 Hi, Nusan! 

 I talked to the manager. He told me that the app is ok now after the new class. 

  

 If the club has another issue, I’ll talk to you again. 

  

 Thank you, 

  

 
Luísa Fini
|
Customer Experience Manager 
Les Mills Brasil |
[email-masked]

 
 +55 11 2664-9900 | +55 11 94766-7699 | www.lesmills.com/br

 

 

  

 
De: Les Mills International <[email-masked]>
 
Enviada em: sexta-feira, 28 de fevereiro de 2020 17:57 
Para: Luisa Fini <[email-masked]> 
Assunto: Re: Top One Coqueiros - Virtual problem 

   

 
 Hi Luísa, 

 

Thank you for sharing the information that you received from the manager. 

 

   

 
 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. 
 
As stated in the earlier emails, could you please confirm if the customer has enabled Guided Access yet? 

 

   

 
 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.  

 

   

 
 Kind Regards, 

 
 
 Nusan 

 
 
 Customer Service 

 
 
 Les Mills Virtual Support  

 

   

 
 Ticket:
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3254

 

 
 
On Sat, 29 Feb at 8:49 AM
, Luísa <[email-masked]> wrote:

 

 
 Hi, Pritish! 
He told me that the iPad still has a lot of memory space, although the iPad is Air. 

 

 

 
Luísa Fini
|
Customer Experience Manager 
Les Mills Brasil |
[email-masked]

 

 
 
+55 11 2664-9900 | +55 11 94766-7699 | www.lesmills.com/br

 

 

 

   

 

De: Les Mills International <[email-masked]>
 
Enviada em: sexta-feira, 21 de fevereiro de 2020 07:36 
Para: Luisa Fini <[email-masked]> 
Assunto: Re: Top One Coqueiros - Virtual problem

 

   

 

 
 
 Hi Luísa, 
 
Thank you for sharing the video. This is very helpful. 
 
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. 
 
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? 
 
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. 
 
https://lesmillsvirtualapp.freshdesk.com/pt-BR/support/solutions/articles/36000054280-otimizando-downloads-muito-grandes

Once the settings are enabled could you please ask them to check if the classes are playing fine. 
 
Looking forward to your reply. 
 
Warm Regards, 
Pritish 
Customer Services 
Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3254 

 

 

 

 

 
 
 On Fri, 21 Feb at 4:01 AM
, Les Mills International <[email-masked]> wrote:

 

 
 
 Hi Luísa, 

 

 
 ​ 

 

 
 Thank you for sharing the video and it is most helpful. 

 

 
 ​ 

 

 
 We are checking this and will get back to you as soon as possible.  

 

 
 ​ 

 

 
 Thank you for your patience.  

 

 
 ​ 

 

 
 Warm Regards, 
Pritish 
Customer Services 
Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3254  

 

 

 

 

 
 
 On Fri, 21 Feb at 3:08 AM
, Luísa <[email-masked]> wrote:

 

 

Hi, Pritish!

 

 

This is the vídeo with what happens in the Top One virtual.

 

 

   

 

 
 
Top One.mp4

 

 

 
https://lesmills.egnyte.com/dl/Lc1w2ClUFC

 

 

 
Password:YNhHSw2V

 

 

   

 

 
 
Thank you,

 

 

   

 

 
 
Luísa Fini
|
Customer Experience Manager 
Les Mills Brasil |
[email-masked]

 

 

 
+55 11 2664-9900 | +55 11 94766-7699 | www.lesmills.com/br

 

 

  

 

 

 

 

De: Les Mills International <[email-masked]>
 
Enviada em: segunda-feira, 17 de fevereiro de 2020 10:57 
Para: Luisa Fini <[email-masked]> 
Assunto: Re: Top One Coqueiros - Virtual problem 

 

 

 

 

 

 Hi Luísa, 

 

 

 ​ 

 

 

 Thank you for your update. 

 

 

 ​ 

 

 

 We are leaving this ticket open for another couple of days in case if they need any further assistance.  

 

 

 ​ 

 

 

 Have a great day ahead! 

 

 

 ​ 

 

 

 Warm Regards, 
Pritish 
Customer Services 
Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3254 

 

 

 

 

 

 

 On Tue, 18 Feb at 2:42 AM
, Luísa <[email-masked]> wrote:

 

 

 
 
Hi, Akash!

 

 

 

I’m waiting his answer.

 

 

 

 

 

 

Thank you,

 

 

 

 

 

 

Luísa Fini
|
Customer Experience Manager 
Les Mills Brasil |
[email-masked]

 

 

 

+55 11 2664-9900 | +55 11 94766-7699 | www.lesmills.com/br

 

 

 

 

 

 

 

 

 

De: Les Mills International <[email-masked]>
 
Enviada em: domingo, 16 de fevereiro de 2020 07:29 
Para: Luisa Fini <[email-masked]> 
Assunto: Re: Top One Coqueiros - Virtual problem 

 

 

 

 

 

 

 
 
Hi Luisa,

 

 

 

 

 

 

 

 
Hope you are doing well

 

 

 

 

 

 

 

 
Could you please confirm a few things with the club manager? 

 

 

 

 

 

 

 

 
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
 ask them to schedule the classes via scheduler.

 

 

 

 

2. Please ask them to refresh the download for RPM 84 class for 'Sala Ciclismo' studio as that is a incomplete download .

 

 

 

 

 

 

 

 
We are leaving this ticket open for 48 hours. Do let us know if you need assistance with anything else.

 

 

 

 

 

 

 

 
Regards 

 

 

 

 
 
Akash

 

 

 

 
 
Customer Service 

 

 

 

 
 
Les Mills Virtual 

 

 

 

 
 ​ 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3254 

 

 

 

   

 

 

 

 
 On Fri, 14 Feb at 9:17 AM
, Les Mills International <[email-masked]> wrote:

 

 

 

 Hi Luísa, 

 

 

 

 

 

 

 
 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
 download as recommended. 

 

 

 

 

 

 

 
 Furthermore, as Pritish noted, all the classes scheduled in Sala Ciclismo are LIVE classes, not Virtual ones. 

 

 

 

 

 

 

 
 Could you please confirm if the club manager has been able to address both these issues? 

 

 

 

 

 

 

 
 Thank you, 
 
AJ 
Customer Services 
Les Mills Virtual App 

 

 

 

Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3254  

 

 

 

   

 

 

 

 

 
3254:859387

 

 

 

 

 
3254:859387