Subject: New Reply Received - BODYPUMP | Genki Club
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Sat, 21 Mar 2020 16:46:16 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  BODYPUMP | Genki Club   Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span lang="EN-GB" style='font-family:"Arial",sans-serif;color:#404040;mso-fareast-language:EN-US'>Hi Pritish,
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It ended in the middle of the cooldown, she could not provide more info sorry<br>
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Cheers, Ads</span></div>
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<div>From:<span lang="EN-US"> Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> Saturday, 21 March 2020 13:58<br>
<b>To:</b> Adam Gripenblom &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: BODYPUMP | Genki Club</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Adam,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Sure, I will check with them as we have tried replicating this earlier and we have no issues found. However, we will seek their advise on the blank issue type. However, I
 am afraid we would need more information on the issue to understand this correctly as we do see in the backend the class was played exactly as per the duration of the class.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Could you please also ask them the below:</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>1. Did the class end abruptly without a cool down track at the end?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>2. Did they see any error message on the display screen and the app? What was showing on the screen at the time of the issue?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>3. Also, do they have reported issue with any other classes at this time? If yes, please share the program name with the date/time of the issue. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Looking forward to your reply. </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/3434" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3434</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Sun, 22 Mar at 1:51 AM
<span class="separator">, Adam Gripenblom &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span lang="EN-GB" style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#404040;mso-fareast-language:EN-US'>Ah i see,
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they don´t have any photo/video of it since it was a member who told the reception after this happened
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<span lang="EN-GB" style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#404040;mso-fareast-language:EN-US'>Let´s see what the L2 teams say =)</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'>From:</span><span lang="EN-US" 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>Sent:</b> Saturday, 21 March 2020 13:46<br>
<b>To:</b> Adam Gripenblom &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: BODYPUMP | Genki Club</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Adam,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​Just FYI - This might not be a scheduling error and we may need to check why the type field is showing blank. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>As you said that they have few classes with blank type but it seems not all class have the same issue which would be the case otherwise. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Could you get them to send them a photo or video of the app and screen when this issue occurs? Also I will check this blank issue with the Level 2 team and get back to you
 separately on this. </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/3434" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3434</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Sun, 22 Mar at 1:41 AM
<span class="separator">, Adam Gripenblom &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<span lang="EN-GB" style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#404040;mso-fareast-language:EN-US'>Hi Pritish,
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I got access to the Scheduler and I belive it could be a scheduling error duration is set to 45 min and Y</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-GB" style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#404040;mso-fareast-language:EN-US'>Type is not selected and the manager said 60 min format so it might be user error, there was no stop and starting of the
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I noticed that there are several classes that she has not selected TYPE what issue could happen when not TYPE is set
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>From:</span><span lang="EN-US" 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>Sent:</b> Saturday, 21 March 2020 13:05<br>
<b>To:</b> Adam Gripenblom &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: BODYPUMP | Genki Club </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Adam,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for reaching out to us. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Looking at the backend data we can see that the BODYPUMP 108 was scheduled at 5.30AM and ended at 6.10AM. It played exactly 40 mins 42 seconds which is duration of the class. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Could you please confirm what was showing on the external display and the app when this issue occurred? A video or a photo of the app and external display at the time of
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Looking forward to your reply with the information.</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/3434" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3434</a></span></div>
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