Subject: New Reply Received - RE: LMV issue
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 06 Jul 2020 08:00:36 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  RE: LMV issue  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Hi, </span></div>
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<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US">I am still waiting to the club’s response. </span></div>
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<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US">As soon as I have more information I will let you know. </span></div>
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<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US">Thank you very much!</span></div>
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<b><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:black'>Marc Raya</span></b><b><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:black'> </span></b><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:gray'>| </span><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:gray'>Departamento de Asesoramiento</span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:gray'> | </span><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:gray'>AEFA LES MILLS</span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:gray'> | </span><u><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:#0563c1'><a href="mailto:[email-masked]" target="_blank" rel="noreferrer"><span style="color:#1155cc">[email-masked]</span></a></span></u>
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<span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:#7f7f7f'>c/ Immaculada, 23  |  08017 Barcelona  |  Telf. 932 124 613  |  Fax 932 115 110 </span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:gray'>| </span><u><span style="font-size:9.0pt;color:#0563c1"><a href="http://www.lesmills.es/" target="_blank" rel="noreferrer"><span style='font-family:"Arial",sans-serif;color:#0563c1'>www.lesmills.es</span></a></span></u><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:gray'>  |  </span><u><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:#0563c1'><a href="http://www.lesmills.com/" target="_blank" rel="noreferrer"><span style="color:#1155cc">www.lesmills.com</span></a></span></u>
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<b>De:</b> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; <br><b>Enviado el:</b> lunes, 06 de julio de 2020 6:37<br><b>Para:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br><b>CC:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>; <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br><b>Asunto:</b> Re: RE: LMV issue</div>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Marc,</span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>This is just a follow-up regarding the issue you raised to us.</span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Have you got any update from the Club? Are they using the recommended equipment?</span></div></div>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Let us know how it goes.</span></div></div>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Warm Regards,</span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Marika</span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Customer Service</span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Les Mills Virtual App<br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3688" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3688</a></span></div></div>
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<div>On Wed, 1 Jul at 10:33 PM <span class="separator">, Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote: </span><span class="separator"></span>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Marc,</span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​</span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We will be waiting for your updates regarding the Club's AV equipment.</span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​</span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Best Regards,<br>Olesia<br>Customer Service<br>Les Mills Virtual App<br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3688" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3688</a> </span></div></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Wed, 1 Jul at 8:42 PM <span class="separator">, Marc &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote: </span></span><span class="separator"></span>
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<div><div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Charlotte, </span></div></div>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Let me check with them if they have all the components. </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>As soon as I get a response I will let you know. </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you very much. </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Marc</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<b><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:black'>Marc Raya</span></b><b><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:black'> </span></b><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:gray'>| </span><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:gray'>Departamento de Asesoramiento</span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:gray'> | </span><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:gray'>AEFA LES MILLS</span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:gray'> | </span><u><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:#0563c1'><a href="mailto:[email-masked]" target="_blank" rel="noreferrer"><span style="color:#1155cc">[email-masked]</span></a></span></u><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span>
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<span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:#7f7f7f'>c/ Immaculada, 23  |  08017 Barcelona  |  Telf. 932 124 613  |  Fax 932 115 110 </span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:gray'>| </span><u><span style='font-size:9.0pt;font-family:"Helvetica",sans-serif;color:#0563c1'><a href="http://www.lesmills.es/" target="_blank" rel="noreferrer"><span style='font-family:"Arial",sans-serif;color:#0563c1'>www.lesmills.es</span></a></span></u><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:gray'>  |  </span><u><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:#0563c1'><a href="http://www.lesmills.com/" target="_blank" rel="noreferrer"><span style="color:#1155cc">www.lesmills.com</span></a></span></u><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span>
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<b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>De:</span></b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> Charlotte Jansen &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; <br><b>Enviado el:</b> miércoles, 01 de julio de 2020 1:25<br><b>Para:</b> Marc Raya &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br><b>CC:</b> Help Les Mills Virtual &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br><b>Asunto:</b> RE: LMV issue</span>
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<span lang="EN-NZ" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Marc,</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-NZ" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Sure, it looks to be an AV problem.  I can see that CXWORX failed due to an AV error on Monday at 8am and 9pm. Also BODYCOMBAT last Thursday at 5.30pm.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-NZ" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Are they using an EDID emulator with audio extraction?  If you’re able to confirm the components of the install we can look into it further.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-NZ" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I’ve cc’d the help desk to log a ticket.  Feel free to cc them in the future for a quicker response.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-NZ" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Many thanks</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-NZ" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Charlotte</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#000001'>Charlotte Jansen</span><span style='font-size:1.0pt;font-family:"Times New Roman",serif;color:white'>​</span> </div></div></td>
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<td style="padding:0cm 0cm 0cm 0cm"><div><div class="MsoNormal"><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#7a7a7a'><a href="mailto:[email-masked]" target="_blank" id="LPlnk689713" rel="noreferrer"><strong><span style='font-family:"Arial",sans-serif;color:#7a7a7a;font-weight:normal;text-decoration:none'>[email-masked]</span></strong></a></span></div></div></td>
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<td style="padding:0cm 0cm 0cm 0cm"><div><div class="MsoNormal"><span style="font-size:1.0pt"><a href="http://www.lesmills.com/" target="_blank" id="LPlnk689713" rel="noreferrer"><span style="text-decoration:none"><img width="155" height="30" style="width:1.6145in;height:.3125in" id="_x0000_i1027" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjgyODE5NzQsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.YlqnMDM7Oiz-XSX9hpLphF-2SPlCetMe9JyrHjbLbKY"></span></a></span></div></div></td>
<td style="padding:0cm 0cm 0cm 0cm"><div><div class="MsoNormal"><span style="font-size:1.0pt"><a href="https://www.facebook.com/lesmills" target="_blank" id="LPlnk689713" rel="noreferrer"><span style="text-decoration:none"><img width="24" height="30" style="width:.25in;height:.3125in" id="_x0000_i1028" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjgyODE5NzUsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.0_zoopNdxvkTFIJgWets6ibfSutmyVXNp9DzVJso81U"></span></a></span></div></div></td>
<td style="padding:0cm 0cm 0cm 0cm"><div><div class="MsoNormal"><span style="font-size:1.0pt"><a href="https://twitter.com/lesmills" target="_blank" id="LPlnk689713" rel="noreferrer"><span style="text-decoration:none"><img width="24" height="30" style="width:.25in;height:.3125in" id="_x0000_i1029" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjgyODE5NzYsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.1KCuD_IrHTdqPAWsezYMNrfZ3nSqLSEk41nCe2Nzcuc"></span></a></span></div></div></td>
<td style="padding:0cm 0cm 0cm 0cm"><div><div class="MsoNormal"><span style="font-size:1.0pt"><a href="https://www.linkedin.com/company/les-mills-international" target="_blank" id="LPlnk689713" rel="noreferrer"><span style="text-decoration:none"><img width="24" height="30" style="width:.25in;height:.3125in" id="_x0000_i1030" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjgyODE5NzgsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.nCGjJ0Sp8cZeIju1neunuvdNDvRoFwJeiDmtGA4f5Gk"></span></a></span></div></div></td>
<td style="padding:0cm 0cm 0cm 0cm"><div><div class="MsoNormal"><span style="font-size:1.0pt"><a href="https://www.youtube.com/user/lesmillsgroupfitness" target="_blank" id="LPlnk689713" rel="noreferrer"><span style="text-decoration:none"><img width="24" height="30" style="width:.25in;height:.3125in" id="_x0000_i1031" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjgyODE5NzksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.6_Tnhm0GPJyhw-Rx2N9fYK6w3ir6lHp-xXMhEh6lxEQ"></span></a></span></div></div></td>
<td style="padding:0cm 0cm 0cm 0cm"><div><div class="MsoNormal"><span style="font-size:1.0pt"><a href="https://www.instagram.com/lesmillstribe/" target="_blank" id="LPlnk689713" rel="noreferrer"><span style="text-decoration:none"><img width="24" height="30" style="width:.25in;height:.3125in" id="_x0000_i1032" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjgyODE5ODAsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.6GqWrpyeH2iZK4vkolapNVw-99vlBvifnYivyGJCE0I"></span></a></span></div></div></td>
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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'> Marc Raya &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; <br><b>Sent:</b> Wednesday, 1 July 2020 4:39 am<br><b>To:</b> Charlotte Jansen &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br><b>Subject:</b> LMV issue</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-NZ" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-NZ" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Charlotte, </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-NZ" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-NZ" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>One club has just reported to me that sometimes the video stops 5-10 minutes before the end. It happened in CxWorx and in BodyCombat. </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-NZ" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-NZ" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Club: <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-NZ" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-NZ" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Can you check if it's an AV problem or other please?</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-NZ" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-NZ" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you, </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<b><span lang="EN-NZ" style='font-size:9.0pt;font-family:"Arial",sans-serif;color:black'>Marc Raya</span></b><b><span lang="EN-NZ" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:black'> </span></b><span lang="EN-NZ" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:gray'>| </span><span lang="EN-NZ" style='font-size:9.0pt;font-family:"Arial",sans-serif;color:gray'>Departamento de Asesoramiento</span><span lang="EN-NZ" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:gray'> | </span><span lang="EN-NZ" style='font-size:9.0pt;font-family:"Arial",sans-serif;color:gray'>AEFA LES MILLS</span><span lang="EN-NZ" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:gray'> | </span><u><span lang="EN-NZ" style='font-size:9.0pt;font-family:"Arial",sans-serif;color:#0563c1'><a href="mailto:[email-masked]" target="_blank" rel="noreferrer"><span style="color:#1155cc">[email-masked]</span></a></span></u><span lang="EN-NZ" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-NZ" style='font-size:9.0pt;font-family:"Arial",sans-serif;color:#7f7f7f'>c/ Immaculada, 23  |  08017 Barcelona  |  Telf. 932 124 613  |  Fax 932 115 110 </span><span lang="EN-NZ" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:gray'>| </span><u><span lang="EN-NZ" style='font-size:9.0pt;font-family:"Helvetica",sans-serif;color:#0563c1'><a href="http://www.lesmills.es/" target="_blank" rel="noreferrer"><span style='font-family:"Arial",sans-serif;color:#0563c1'>www.lesmills.es</span></a></span></u><span lang="EN-NZ" style='font-size:9.0pt;font-family:"Arial",sans-serif;color:gray'>  |  </span><u><span lang="EN-NZ" style='font-size:9.0pt;font-family:"Arial",sans-serif;color:#0563c1'><a href="http://www.lesmills.com/" target="_blank" rel="noreferrer"><span style="color:#1155cc">www.lesmills.com</span></a></span></u><span lang="EN-NZ" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white'>3688:859387</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3688