Subject: New Reply Received - Virtual issue of Fitness Club AquaMediEx
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 04 Mar 2020 07:19:26 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Virtual issue of Fitness Club AquaMediEx  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span lang="EN-US" style='font-size:11.0pt;font-family:"Calibri",sans-serif'>Hi Marika,</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:11.0pt;font-family:"Calibri",sans-serif'>Thank you for you checking this issues again and happy to hearing there’ve been no issues for past 3 days.</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:11.0pt;font-family:"Calibri",sans-serif'>I’m still asking about EDID the club is using.</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:11.0pt;font-family:"Calibri",sans-serif'>Our sales person asked some photos around devices, but can’t see all the devices and cables from outside and take a photo.</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:11.0pt;font-family:"Calibri",sans-serif'>I will get back to you soon after receiving any update.</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:11.0pt;font-family:"Calibri",sans-serif'>Thank you,</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:11.0pt;font-family:"Calibri",sans-serif'>Maiko</span></div>
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<div class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph"><b><span lang="EN-AU" style='font-size:11.0pt;font-family:"Calibri",sans-serif'></span></b></div>
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<div class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph"><b><span lang="EN-AU" style='font-size:11.0pt;font-family:"Calibri",sans-serif'>Maiko Miyamoto</span></b></div>
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<div class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph"><span lang="EN-US" style='font-size:11.0pt;font-family:"Calibri",sans-serif'>CX Support</span></div>
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<div class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph"><span lang="EN-US" style='font-size:11.0pt;font-family:"Calibri",sans-serif'>---------------------------</span></div>
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<b><span lang="EN-AU" style='font-size:11.0pt;font-family:"Calibri",sans-serif'>Les Mills Japan</span></b><span lang="EN-US" style='font-size:11.0pt;font-family:"Calibri",sans-serif'></span>
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<div class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph"><span lang="EN-US" style='font-size:11.0pt;font-family:"Calibri",sans-serif'>100-0011
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<div class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph"><span lang="EN-US" style='font-size:11.0pt;font-family:"Calibri",sans-serif'>HIBIYA PARK FRONT 17F,
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<div class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph"><span lang="EN-US" style='font-size:11.0pt;font-family:"Calibri",sans-serif'>2-1-6, Uchisaiwaisho, Chyoda-ku, Tokyo</span></div>
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<div class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph"><span lang="EN-US" style='font-size:11.0pt;font-family:"Calibri",sans-serif'>Phone: 03-6823-4100</span></div>
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<div class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph"><span lang="EN-US" style='font-size:11.0pt;font-family:"Calibri",sans-serif'>Fax: 03-6684-1020</span></div>
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<div class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph"><span lang="EN-US" style='font-size:11.0pt;font-family:"Calibri",sans-serif'><img width="383" height="53" style="width:3.993in;height:.5555in" id="図_x0020_1" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNTk4MzgzMDIsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.gWi1To0jCPcc_rfWgpP1l4uC3G8fXiei2biZOKSXKU4"></span></div>
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<div>From:<span lang="EN-US" style='font-size:11.0pt;font-family:"Calibri",sans-serif'> Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> Wednesday, March 4, 2020 4:10 PM<br>
<b>To:</b> Maiko Miyamoto &lt;[email-masked]&gt;<br>
<b>Cc:</b> Kazuteru Nobe &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Virtual issue of Fitness Club AquaMediEx</span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#183247'>Hi Maiko, </span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>  </span>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>This is just a follow-up email regarding the issue you have raised to us a few days ago.</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We would like to know if you got a chance to read the email that my colleagues sent to you.</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Upon checking on the back end data, the club has not experienced any issues for the past 3 days.</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Also, we would appreciate it if you could provide us an AV Diagram and photos of the type of equipment the Club is using to troubleshoot properly.</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Let us know how it goes.</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Best Regards,</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Marika</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Customer Service</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Les Mills Virtual App</span></div>
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<strong><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​</span></strong><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>
Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3332" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3332</a></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Fri, 28 Feb at 4:30 AM
<span class="separator">, Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Maiko, </span><span lang="EN-US"></span>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We would like to inform you that IDK UHDS-01 AUDIO EMBEDDER/DE-EMBEDDER for HDMI is audio de-embedder only, but not EDID. It Club using EDID?  We will recommend
 to Club to get Blustream model which has both EDID emulation and audio extraction. </span></div>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="https://www.blustream.co.uk/sm11" rel="noreferrer"><span style='font-family:"Arial",sans-serif;color:#2C5CC5'>https://www.blustream.co.uk/sm11</span></a></span><span lang="EN-US" style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#183247'> </span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​As we asked you to share with us AV diagram here you can find as example of AV diagram for Les Mills Virtual setup, which shows all required equipment: </span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Also I am sharing with you on how to re-download program: </span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="https://lesmillsvirtualapp.freshdesk.com/ja-JP/support/solutions/articles/36000170662-%E6%9C%80%E5%BE%8C%E3%81%BE%E3%81%A7%E5%86%8D%E7%94%9F%E3%81%A7%E3%81%8D%E3%81%AA%E3%81%84%E3%83%AA%E3%83%AA%E3%83%BC%E3%82%B9%E3%82%92%E8%A6%8B%E3%81%A4%E3%81%91%E3%81%BE%E3%81%97%E3%81%9F%E3%80%82%E5%89%8A%E9%99%A4%E3%81%97%E3%81%A6%E5%86%8D%E3%83%80%E3%82%A6%E3%83%B3%E3%83%AD%E3%83%BC%E3%83%89%E3%81%99%E3%82%8B%E3%81%AB%E3%81%AF%E3%81%A9%E3%81%86%E3%81%99%E3%82%8C%E3%81%B0%E3%81%84%E3%81%84%E3%81%A7%E3%81%99%E3%81%8B%EF%BC%9F" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/ja-JP/support/solutions/articles/36000170662-<span lang="EN-US" style='font-family:"ＭＳ Ｐゴシック"'><span lang="EN-US">最後まで再生できないリリースを見つけました。削除して再ダウンロードするにはどうすればいいですか？</span></span></a>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Warm Regards,<br>
​Olesia<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3332" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3332</a> </span></div>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Thu, 27 Feb at 3:12 PM
<span class="separator">, Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​Hi Maiko,<br>
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Thank you for your quick response.<br>
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Please do let us know once you get the information from him.<br>
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We are looking forward to hearing from you!<br>
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Warm Regards,<br>
Marika<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3332" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3332</a> </span><span lang="EN-US"></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Thu, 27 Feb at 2:46 PM
<span class="separator">, Maiko Miyamoto &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<span lang="EN-US" style='font-size:11.0pt;font-family:"Calibri",sans-serif'>Hi Olesia,</span><span lang="EN-US"></span>
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<span lang="EN-US" style='font-size:11.0pt;font-family:"Calibri",sans-serif'>Thank you for your reply and our sales person will visit there today.</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:11.0pt;font-family:"Calibri",sans-serif'>He’ll check the scheduler not only programs you mention, but also others.</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:11.0pt;font-family:"Calibri",sans-serif'>I think he will take some photos and we’ll be able to check what is AV set-up like.</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:11.0pt;font-family:"Calibri",sans-serif'>Thank you,</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:11.0pt;font-family:"Calibri",sans-serif'>Maiko</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>From:</span><span lang="EN-US" style='font-size:11.0pt;font-family:"Calibri",sans-serif'> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Sent:</b> Wednesday, February 26, 2020 11:32 PM<br>
<b>To:</b> Maiko Miyamoto &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc:</b> Kazuteru Nobe &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: Virtual issue of Fitness Club AquaMediEx</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Maiko,</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We have checked data for all classes which you reported at the first email. Here is what we could find in our backend data: </span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Feb 9, 2020 CXWORX 34  - the class started on time (5:50 PM) and disconnected at 6:11 PM and restarted, and played to completion</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Feb 11, 2020 CXWORX 29 - class was scheduled wrong (please, see attached image), started on time (4:00 PM), disconnected at 4:01 PM, restarted and played to
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Fab 12, 2020 CXWORX 32 -  the class started on time (3:50 PM), and disconnected at 3:50 PM, restarted and played to completion</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Feb 17, 2020  BODYBALANCE 84 Flexibility - class was scheduled wrong (please, see attached image). It started on time (4:10 PM) and disconnected 4 times. </span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Feb 23, 2020 GRIT 28 athletic - started in time and played to completion without any issue.</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>As most of the classes was disconnected we can see that the issues you're facing are due to a failure in some aspect of the AV setup. </span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We are reviewing make and model of EDID.
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We are looking forward for you reply.</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Warm regards,</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Customer Services<br>
Les Mills Virtual App</span></div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3332" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3332</a></span></div>
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<span lang="EN-US" style='font-size:1.0pt;font-family:"Times New Roman",serif;color:white'>3332:859387</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3332