Subject: New Reply Received - Virtual App Support - Les Mills
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 29 Jun 2020 18:42:11 +0000 (UTC)

Hi Pritish Nandi,  The customer has responded to the ticket.  Virtual App Support - Les Mills  Ticket comment <div id="divtagdefaultwrapper" style="font-size:12pt;color:#000000;font-family:Calibri,Helvetica,sans-serif" dir="ltr">
<div>Hi,</div>
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<div>That must have been last night.  Today is our first day open.  They can try again please.....</div>
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<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Monday, June 29, 2020 2:17:59 PM<br>
<b>To:</b> Tracy Moore<br>
<b>Cc:</b> [email-masked]; Tracy Moore<br>
<b>Subject:</b> Re: Virtual App Support - Les Mills
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<div dir="ltr">Hi Mackenzie,</div>
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<div dir="ltr">Thank you for the alternative phone number, however, it went to voicemail, as Club is still closed.</div>
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<div dir="ltr">Maybe you could help us share information from a previous email with Tracy? We will also wait for her reply.</div>
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<div dir="ltr">Kind regards,<br>
​Olesia<br>
Customer Service<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://linkprotect.cudasvc.com/url?a=https%3a%2f%2flesmillsvirtualapp.freshdesk.com%2fhelpdesk%2ftickets%2f3669&amp;c=E,1,IB43kVdF2uhfa6WW-S4L1BY8mXtM-75wCJaYGcgkn4K7JHrYQ7ubyIqiat8eAHECUanBTgh96-PDV53Ucx1w7Po9aPFqlj7i7OroUpgloqvdAiRm&amp;typo=1" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3669</a>
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<blockquote class="freshdesk_quote">On Tue, 30 Jun at 6:55 AM <span class="separator">
, Mackenzie Betts &lt;[email-masked]&gt; wrote:
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<div class="MsoNormal"><span style='font-size:12.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>Hi Pritish,</span></div>
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<div class="MsoNormal"><span style='font-size:12.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>Thanks for your help here! You could try reaching Tracy at (207) 772-5444, which is Bay Club’s phone number.</span></div>
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<div class="MsoNormal"><span style='font-size:12.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>Live actively,</span></div>
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<div class="MsoNormal"><b><span style='font-size:12.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>Mackenzie Betts | Customer Experience Specialist | LMUS</span></b></div>
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<a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:12.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>[email-masked]</span></a><span style='font-size:12.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>
<span style="color:black"> | </span>(312) 858-1715</span> </div>
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<div class="MsoNormal"><a href="https://calendly.com/mackenzie-betts/les-mills-partnership-discussion" rel="noreferrer"><span style='font-size:12.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>Schedule a call with me</span></a></div>
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<a href="https://linkprotect.cudasvc.com/url?a=https%3a%2f%2fwww.lesmills.com%2fus%2fclubs-and-facilities%2frecovery%2f&amp;c=E,1,Kbabs6phe5QARjyzxBq4wB3x9tLIU09vp7jseSV-Em4KkwDy138FlhMCOLq6zvVpdzh_5myVqpbNh_AMbOXnJ09OglU4TcVId9q2aeepEe1r84I6&amp;typo=1" rel="noreferrer"><span style='font-size:12.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>Click
 here to </span><span style='font-size:12.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>find resources &amp; information you need to re-open your club</span></a><u><span style='font-size:12.0pt;font-family:"Avenir LT Com 35 Light",sans-serif;color:blue'></span></u>
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<a href="https://linkprotect.cudasvc.com/url?a=https%3a%2f%2fsso.lesmills.com%2flogin.aspx%3fspName%3dClub_Portal&amp;c=E,1,tSiCjZn-_ZA_JhAc0QsFMIFDav0nWKWsfQ8eOUyDUxKCT0aDrHHGv9ienknSYv5yZW415JE3CwzbjVGBOaO5Do1bPd4F0CZ94nFeKEuzt8lM1v-r&amp;typo=1" rel="noreferrer"><span style='font-size:12.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>Les
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</span><a href="https://lesmills.secure.force.com/instructorportal/Login" rel="noreferrer"><span style='font-size:12.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>Les Mills Instructor Portal Resources</span></a><span style='font-size:12.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>    
</span><a href="https://linkprotect.cudasvc.com/url?a=https%3a%2f%2fsso.lesmills.com%2flogin.aspx%3fspName%3dhttps%253A%252F%252Fbrandcentral.lesmills.com%252Fservlet%252Fsaml%26samlContext%3d5d55446f-5405-4b2c-beb2-6274de5b575d&amp;c=E,1,PkbC6_yauZYS8D2SOhcvf5uEZGZHQ7VtX8ZBsU8bjCqsevraYT2j3s3gRkGGONyFttAkQOQW_PTXedLMYb1eGkGfxw4rym-94MlFY5phW0gv&amp;typo=1" rel="noreferrer"><span style='font-size:12.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>Les
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<a href="https://linkprotect.cudasvc.com/url?a=http%3a%2f%2fwww.lesmills.com%2f&amp;c=E,1,vaWjPk6Q-nhDgTNA0NRn1bl1NDf9kLGWwm4KIYw-SoFmgkinz-LiXyFgLWC9l-txzXOuDfelppqHQZKspZimlWc8kQ6BtaW8mZsukKlK_aCtkA,,&amp;typo=1" rel="noreferrer"><span style='font-size:12.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>lesmills.com</span></a><span style='font-size:12.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'> | </span><a href="https://www.facebook.com/LesMillsUS" rel="noreferrer"><span style='font-size:12.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>Facebook</span></a><span style='font-size:12.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'> | </span><a href="http://www.twitter.com/LesMillsUS" rel="noreferrer"><span style='font-size:12.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>Twitter</span></a><span style='font-size:12.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'> | </span><a href="http://instagram.com/lesmillstribe" rel="noreferrer"><span style='font-size:12.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>Instagram</span></a><span style='font-size:12.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'> | </span><a href="https://www.youtube.com/user/lesmillsgroupfitness" rel="noreferrer"><span style='font-size:12.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>YouTube</span></a><span style='font-size:12.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'> | </span><a href="https://www.linkedin.com/company/les-mills-us-page" rel="noreferrer"><span style='font-size:12.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>LinkedIn</span></a><span style='font-size:12.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>
 | </span><a href="https://linkprotect.cudasvc.com/url?a=https%3a%2f%2fwww.careers.lesmills.com%2f&amp;c=E,1,kKcgRDDULib20zC6ACt7SxGfSjiZQUA6fOaoQvZ2B_gA3A90I_fQTeZRdxNOVLkWyN8FfevONehAIxYREPhHHuJc96O1C_RZqrDBM2Sfw7YcdjyNrWz1gtA,&amp;typo=1" rel="noreferrer"><span style='font-size:12.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>Careers</span></a><span style='font-size:12.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'></span>
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<div>From: Les Mills International &lt;[email-masked]&gt; <br>
<b>Sent:</b> Monday, June 29, 2020 12:21 PM<br>
<b>To:</b> [email-masked]<br>
<b>Cc:</b> Mackenzie Betts &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Virtual App Support - Les Mills</div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Hi Tracy,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>​I have tried calling you again and this time it did ring for one time and disconnect. When I tried again to call you on
<span style="color:#183247">+1207-899-6912 </span> it did not even ring or go to voice mail.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Could you please help us with an alternate contact number so that we can get back to you?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>As suggested by my colleague, could you check that the white adapter that plugs into the iPad is a genuine Apple one, if it is, try an alternative one (as the wires within
 the cable can break down easily).  Next, I'd try an alternative HDMI cable. Please also ensure the sound is turned up on the monitor.  <br>
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Once we have the setup working via the monitor, reconnect the HDMI cable to your EDID emulator and try to play a class in admin mode via the App to the larger screen.  (If your AV provider can confirm what make and model EDID you're using that would be helpful).</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Kind regards,<br>
Pritish<br>
Customer Service<br>
Les Mills Virtual App</span></div>
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Ticket: <a href="https://linkprotect.cudasvc.com/url?a=https%3a%2f%2flesmillsvirtualapp.freshdesk.com%2fhelpdesk%2ftickets%2f3669&amp;c=E,1,yTBVl3jQEdedlJgpJI4t11Se5GOKSEoOuWpDiIclJZcYtUBoCVo0nptBO0frET6noQ8On11YsAnPODh4W3dz_SCOtICk2JprFH-HdpGjhynAQLGcXiPpBPXvAg,,&amp;typo=1" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3669</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>On Tue, 30 Jun at 6:00 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 Neue",serif'>Hi Tracy,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>We have again tried calling you twice on the phone number +1207-899-6912, however, every time we call it goes to voice mail. I have left a voice mail in my second attempt. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Could you share an alternate number that we can get back to you?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Kind regards,<br>
​Pritish<br>
Customer Service<br>
Les Mills Virtual App</span></div>
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Ticket: <a href="https://linkprotect.cudasvc.com/url?a=https%3a%2f%2flesmillsvirtualapp.freshdesk.com%2fhelpdesk%2ftickets%2f3669&amp;c=E,1,goU6vK3QQ2xwwfonDcIZL59Z3SQWUZBZS9QBlAmhkpCxYXszaMUkryTx-ioi0Z-PqkR7uA6BBG6IeJpaVgOMNeKof8Mx2i8m15MgGkVk9_HBdhmF&amp;typo=1" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3669</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>On Tue, 30 Jun at 4:03 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 Neue",serif'>Hi Tracy,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>We have called you, but our call went unanswered.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>We would like to know if you are using a genuine Apple adapter? If you are not sure, you can take a picture of it and share it with us. The sound problem may be due to
 some cables malfunctioning. We suggest you try an alternative Apple adapter and replace the HDMI cable.<br>
It would be better if you could CC your AV provider in this email thread so that he helps us understand your setup and we can quickly resolve your problem. It will be very helpful if we could have him in touch.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Please let us know how it goes.
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Kind regards,<br>
Olesia<br>
Customer Service<br>
Les Mills Virtual App</span></div>
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Ticket: <a href="https://linkprotect.cudasvc.com/url?a=https%3a%2f%2flesmillsvirtualapp.freshdesk.com%2fhelpdesk%2ftickets%2f3669&amp;c=E,1,moHpwI84_T7vO2EgGxcua6MuVaRT8EDfYT87yxN3Mnn2iOOynq4d1nzyKw9x66QFZ9i063D6Q6oH-lKyJOiMX0AhBoxKUj_a60zFzbEd3DQMODn6EKg,&amp;typo=1" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3669</a> </span></div>
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<span style="font-size:1.0pt;font-family:fdtktid;color:white">3669:859387</span><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3669