Subject: New Reply Received - Les Mills Virtual - new club set up
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 24 Jun 2020 03:18:49 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Les Mills Virtual - new club set up  Ticket comment <div dir="ltr">
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<div>Hi Olesia</div>
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<div dir="ltr">Thanks so much for your follow up on this. They did end up receiving the welcome email, thank you.</div>
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<div dir="ltr">The AV installation team are on-site at the moment and they can see that the Live backgrounds have been successfully downloaded to the platform, but there doesn’t appear to be any RPM or SPRINT class content to download (although we can schedule
 from the back end).</div>
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<div dir="ltr">Are you able to confirm that everything is in order and the content can be downloaded?</div>
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<div dir="ltr">Much appreciated </div>
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<div style="direction: ltr">Tyler</div>
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<div style="direction: ltr">Business Partnerships Manager | VIC</div>
<div style="direction: ltr">LES MILLS ASIA PACIFIC</div>
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<div class="freshdesk_quote"><blockquote class="freshdesk_quote">
<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Tuesday, June 23, 2020 11:59 pm<br>
<b>To:</b> Tyler Adams<br>
<b>Cc:</b> [email-masked]<br>
<b>Subject:</b> Re: Les Mills Virtual - new club set up
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<div dir="ltr">Hi Tyler,</div>
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<div dir="ltr">This is follow up email.</div>
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<div dir="ltr">Could you follow the advice my colleague gave you regarding a client account? Was the customer able to receive On Boarding email?</div>
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<div dir="ltr">Please let us know how it goes.</div>
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<div dir="ltr">Best 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/3638" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3638</a>
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<blockquote class="freshdesk_quote">On Fri, 19 Jun at 9:16 PM <span class="separator">
, Les Mills International &lt;[email-masked]&gt; wrote:
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<div dir="ltr">Hi Tyler,</div>
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<div dir="ltr">​Thank you for your patience with us. </div>
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<div dir="ltr">It seems you are referring to Fernwood Melton which is located at Level 1, 413 High Street, VIC. Looking at the account we can see that the account only has Virtual 2.0 bundle added however, you have not added any Virtual programs in the account.
 Virtual programs would have "<strong dir="ltr">Virtual</strong>" written in front of them. PFB an example.</div>
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<div><img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjczODcwNjEsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.kP26qXNbChMkis-4v8fw-vR8fbA4blbL54jruSdDajo" class="fr-fic fr-fil fr-dib" style="width:auto"></div>
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<div dir="ltr">Also, the club has not been sent any On-Boarding email which consists of the Virtual username and Temporary password. Please do not forget to send that so that they can complete the On-boarding process. </div>
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<div dir="ltr">If you would need help on those then please raise a salesforce ticket. Unfortunately, as Virtual Support team we cannot provide support with account-related ​issues. We only provide support with Setup and Virtual playback related issues if any. </div>
<div dir="ltr">​</div>
<div dir="ltr">Best Regards,</div>
<div dir="ltr">Pritish</div>
<div dir="ltr">Customer Services</div>
<div dir="ltr">Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3638" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3638</a> </div>
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<blockquote class="freshdesk_quote">On Fri, 19 Jun at 7:24 PM <span class="separator">
, Les Mills International &lt;[email-masked]&gt; wrote:
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<div dir="ltr">Hi Tyler,<br>
<br>
Thank you for reaching out to us today.<br>
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We are going to investigate this with our Level 2 team will get back to you as soon as possible.<br>
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We are sorry for the inconvenience and thank you for understanding.<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/3638" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3638</a> </div>
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<blockquote class="freshdesk_quote">On Fri, 19 Jun at 5:41 PM <span class="separator">
, Tyler Adams &lt;[email-masked]&gt; wrote:
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Good afternoon LMV Helpdesk team</div>
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I look after a club in Victoria (Australia) who's just signed an agreement for a new Les Mills Virtual app platform at their club. Fernwood Melton (CID: 252909) have submitted their license agreement and everything has been lodged on our end. We're yet to receive
 a welcome email and gain access to the scheduler.</div>
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Are you able to look into this and ensure that everything is in order? The club are expecting to reopen their doors on Monday 22/06/2020 and have put together a timetable of Virtual classes that we would prefer to have in place and ready to go over the weekend.</div>
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Any assistance is much appreciated. Thanks.</div>
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Tyler</div>
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