Subject: Ticket re-opened - [#3242] Classes stopping and starting from first
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 18 Mar 2020 00:38:31 +0000

Hi Pritish Nandi,  Ticket “#3242 – Classes stopping and starting from first” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242 to view the ticket.  Ticket comment   
 Hi Tracey, 

  

 I have spoken to Mark Newing and have asked Compact IT send a variation quote to set up the correct parts that are missing in the AV design.

 

 
 I am waiting on a reply and will update you following their response. I hope that is ok or we can discuss this over the phone if you like.

 

 
 
 Kind Regards, 

  

 Greg 

  

 
Greg Cartagena | Virtual AV Support Specialist 
Les Mills Asia Pacific | www.lesmills.com.au 

 
 
PO Box 3998 Manuka ACT 2603 AUSTRALIA

 
 
Tel
+61 455 508 248
| Email [email-masked]

 

 
 
Please note, my standard office hours are: Mondays – Fridays 9pm – 5pm

 

Be
 #invincible with the world’s top martial arts-inspired workout. #BODYCOMBAT

 

 

 
 
The contents of this email and its attachments are confidential and privileged. Any unauthorised use of the contents or trademarks is expressly prohibited. If you receive
 this email in error, please contact us, then delete the email and the attachments. BODYATTACK®, BODYBALANCE®, BODYCOMBAT®, BODYJAM®, BODYPUMP®, BODYSTEP®, BORN TO MOVE®, CLUB COUNT®, CXWORX®,  IMMERSIVE FITNESS®, LES MILLS BARRE™, LES MILLS GRIT®, LES MILLS
 SPRINT®, LES MILLS TONE™, MBX®, RPM®, SH'BAM®, SMARTBAND®, SMARTBAR®, SMARTSTEP®, THE TRIP® are all registered trademarks of Les Mills Asia Pacific.

 

 

   

   

  

  
 From: Les Mills International <[email-masked]> 
Reply-To: Les Mills International <[email-masked]> 
Date: Wednesday, 18 March 2020 at 10:35 AM 
To: "[email-masked]" <[email-masked]> 
Cc: Scott Lambert <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>,
 "[email-masked]" <[email-masked]>, Greg Cartagena <[email-masked]>, "[email-masked]" <[email-masked]>, Hylton Drake <[email-masked]>, "[email-masked]" <[email-masked]>,
 "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]> 
Subject: Re: Classes stopping and starting from first

 

 

 

 
 Hi Tracy, 

 
 
 ​ 

 
 
 Thank you for letting us know. We'll let Greg continue to take point on getting you back up and running asap. 

 

   

 
 Best Regards, 
 
AJ 
Customer Services 
Les Mills Virtual App 

 

Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242 

 

  

 

 
 
On Wed, 18 Mar at 1:25 PM
, Tracey Sutherland <[email-masked]> wrote:

 

 
 HI AJ, 
 
yes, we are just waiting on a quote from Les Mills for corrective work. 

 

 

 
 Thank you 

 
 
 Tracey 

 

 

 

 
 
From: Les Mills International <[email-masked]>
 
Sent: Wednesday, 18 March 2020 11:23 AM 
To: [email-masked] 
Cc: [email-masked]; Amanda Bianco <[email-masked]>; Emma Robertson <[email-masked]>; Mark Newing <[email-masked]>; [email-masked]; [email-masked]; [email-masked];
 [email-masked]; Tracey Sutherland <[email-masked]>; Geelong City <[email-masked]> 
Subject: Re: Classes stopping and starting from first

 

 

 

 

 
Hi Tracy,

 

 

 

 

 
We're just following up with you - since Greg is managing AV support in Australia and is troubleshooting any setup issues, we'll go ahead and close this ticket for now.

 

 

​

 

 

Please reach out to us if there's anything else we can help you with.

 

 

 

 

 
Thank you, 
 
AJ 
Customer Services 
Les Mills Virtual App

 

 

 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242

 

 

   

 

 

 
On Fri, 13 Mar at 2:06 PM
, Les Mills International <[email-masked]> wrote:

 

 

 
 
Hi Greg and Tracey,

 

 

 

 

 
We hope you are doing well.

 

 

 

 

 
We have checked our backend data about RPM at 7:00 pm last night, the class was a scheduled class. It was not On Demand class.

 

 

 

 

 
We can see that class played on time, however, after 5 min there was an AV disconnection which again points to an issue with the AV setup.

 

 

 

 

 
Kindly, please let us know once you provide the equipment which we recommended.

 

 

We hope to hear from you and if you have additional questions, please do not hesitate to contact us. 

 

 

 

 

 
Warm Regards, 
Marika 
Customer Services 
Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242 

 

 

 

 

 

 
 
On Fri, 13 Mar at 12:19 PM
, Greg Cartagena <[email-masked]> wrote: 

 

 

Hi Tracey,

 

 

 

 

 

I assume Suchita selected an On Demand class at 7pm and it was not a scheduled class. Is that correct? I have learned that if the class selected was by On Demand then this
 could have been due to the required EDID part not being installed and connected.

 

 

 

 

 

 
Here is a link to the Les Mills Support FAQ’s for the team:

 

 

 
https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/36000117739

 

 

 

 

 

Re: AV Equipment

 

 

 
I have contacted Andrew from Contract IT to discuss what has been reported as interruptions and glitches by the club in view of these occurrences being AV equipment related.
 There are missing parts from the iPad Pro connectivity set up designed as the playback system that were discussed with Compact IT during the pre-install set up. Andrew admitted that they used an alternative part instead of the Apple USB-A Ethernet adaptor
 and left out the Kramer FC69 EDID with audio embedder parts, so they were not installed. Now even though the AV system was designed as a working AV system for audio video playback, Les Mills Virtual has specified that all parts are required and only genuine
 Apple parts/adaptors are to be used with the Kramer EDID for specific purposes as part of a stable and consistent working content playback system.

 

 

 

 

 

 
Andrew from Compact IT has not replied to my email yet, and I have asked him if he can specify in a quotation, what is required to supply, install and test the playback system
 with all required parts. Once that is done Helpdesk can best diagnose and troubleshoot properly knowing that the AV system is complete and connected according to the Les Mills Virtual App AV equipment design specifications.

 

 

 

 

 

 
Our customer service team will follow up on this report by Suchita for yesterday at 19:00. Please let me know a time for me to call you and discuss next steps with you in
 regards to the missing AV equipment parts mentioned. 

 

 

 

 

 

 
Kind Regards,

 

 

 

 

 

 
Greg

 

 

 

 

 

 
Greg Cartagena | Virtual AV Support Specialist 
Les Mills Asia Pacific | www.lesmills.com.au 

 

 

 
PO Box 3998 Manuka ACT 2603 AUSTRALIA

 

 

 
Tel
+61 455 508 248
| Email [email-masked]

 

 

 

 

 

 
Please note, my standard office hours are: Mondays – Fridays 9pm – 5pm

 

 

 
Be
 #invincible with the world’s top martial arts-inspired workout. #BODYCOMBAT

 

 

 

 

 

 

 

 

 
The contents of this email and its attachments are confidential and privileged. Any unauthorised use of the contents or trademarks
 is expressly prohibited. If you receive this email in error, please contact us, then delete the email and the attachments. BODYATTACK®, BODYBALANCE®, BODYCOMBAT®, BODYJAM®, BODYPUMP®, BODYSTEP®, BORN TO MOVE®, CLUB COUNT®, CXWORX®,  IMMERSIVE FITNESS®, LES
 MILLS BARRE™, LES MILLS GRIT®, LES MILLS SPRINT®, LES MILLS TONE™, MBX®, RPM®, SH'BAM®, SMARTBAND®, SMARTBAR®, SMARTSTEP®, THE TRIP® are all registered trademarks of Les Mills Asia Pacific.

 

 

 

 

 

 

 

 

 

 

 

 

 

 
 
3242:859387

 

 

 

 
3242:859387