Subject: New Reply Received - Pausing classes and AV disconnections
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 09 Mar 2020 14:20:06 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Pausing classes and AV disconnections  Ticket comment <div class="WordSection1">
<div class="MsoNormal">Thanks so much. I will do my best to play classes during other times I am teaching with the volume low. We do not use virtual on a daily basis and it get used infrequently, but I will do my best to start running them while I am teaching
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<div class="MsoNormal">I have gotten in touch with my IT team to look over the AV connections.
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<div class="MsoNormal">Their email is <a href="mailto:[email-masked]" rel="noreferrer">
[email-masked]</a>
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<div class="MsoNormal">Thanks so much for all your help. </div>
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<div>From: Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> Monday, March 9, 2020 9:14 AM<br>
<b>To:</b> Melissa Sebastian &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Pausing classes and AV disconnections</div>
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<div class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><b><span style="color:red">[EXTERNAL]</span></b></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Melissa,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I am just trying to follow up to see if you have received any update on the equipment and also playing classes to see if they are playing fine.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Could you please help us with the phone number and email address of your IT team to see if we can get in touch with them directly to understand the setup?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Also, for the duration of the diagnosis we would require you to play classes so that we can get data from the app to troubleshoot it further. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for your cooperation with us.</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://nam11.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fhelpdesk%2Ftickets%2F3311&amp;data=02%7C01%7Cmelissa_sebastian%40trekbikes.com%7C490822829b1142fa486b08d7c43412aa%7C9dcd6c7299eb423db4d9794d81eef415%7C1%7C0%7C637193600238334087&amp;sdata=hx6l1wsDp%2FcxF00crvjxeU0Qs4w3PFC8Fus1CdU5IWw%3D&amp;reserved=0" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3311</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Sat, 7 Mar at 6:52 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 Melissa,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for taking my call today. As discussed over the phone, please let us know if you experience any playback issues with the test class today.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We'll leave this ticket open for you for a couple of days, please let us know when you hear back from your IT department about the AV setup.</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://nam11.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fhelpdesk%2Ftickets%2F3311&amp;data=02%7C01%7Cmelissa_sebastian%40trekbikes.com%7C490822829b1142fa486b08d7c43412aa%7C9dcd6c7299eb423db4d9794d81eef415%7C1%7C0%7C637193600238344087&amp;sdata=dBIMTU2VPRmYC8kVZ4EP0%2FwE2ROtaFJA4UuTpXqLEWM%3D&amp;reserved=0" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3311</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Thu, 5 Mar at 7:34 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 Melissa,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We're just following up with you, since we're seeing 1 AV disconnection yesterday in the backend system data. A disconnection uusally points to an issue with some component(s)
 of the AV setup.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Please let us know how it's going, and please feel free to cc your AV provider as well, since it may be a good idea to review your AV setup.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I left you a voicemail at 920-478-2191, and you can call us back at 312-818-2271, or reply to this email.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We look forward to hearing from you.<br>
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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://nam11.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fhelpdesk%2Ftickets%2F3311&amp;data=02%7C01%7Cmelissa_sebastian%40trekbikes.com%7C490822829b1142fa486b08d7c43412aa%7C9dcd6c7299eb423db4d9794d81eef415%7C1%7C0%7C637193600238344087&amp;sdata=dBIMTU2VPRmYC8kVZ4EP0%2FwE2ROtaFJA4UuTpXqLEWM%3D&amp;reserved=0" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3311</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Tue, 3 Mar at 4:07 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 Melissa,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​Sure, do let us know how it goes.</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://nam11.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fhelpdesk%2Ftickets%2F3311&amp;data=02%7C01%7Cmelissa_sebastian%40trekbikes.com%7C490822829b1142fa486b08d7c43412aa%7C9dcd6c7299eb423db4d9794d81eef415%7C1%7C0%7C637193600238354081&amp;sdata=DSLSendEbw%2B7xMU7GM2DZZxAl90Ei%2B6UMt9pzGyiu7A%3D&amp;reserved=0" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3311</a> </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I will run one today to test it out, thanks!</span></div>
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