Subject: New Reply Received - downloadproblem new classes
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 16 Jul 2020 06:43:15 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  downloadproblem new classes  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style='font-family:"Trebuchet MS",sans-serif;mso-fareast-language:EN-US'>Goodmorning supportteam,</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-family:"Trebuchet MS",sans-serif;mso-fareast-language:EN-US'>Thanks for the follow up.</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-family:"Trebuchet MS",sans-serif;mso-fareast-language:EN-US'>I just sent this club a reminder email to execute the steps to download this release.</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-family:"Trebuchet MS",sans-serif;mso-fareast-language:EN-US'>When I hear from them, I will let you know.</span></div>
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<div class="MsoNormal">Met vriendelijke groet,<br>
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<a href="http://www.lesmills.nl/" rel="noreferrer"><span style="text-decoration:none"><img width="200" height="26" style="width:2.0833in;height:.2708in" id="_x0000_i1037" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjkzOTU0NTQsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.dlnts-e4zI4gklrDgMeiMPFF11hyMyZmNC59r9HX8uM"></span></a><br>
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<b>Pierre Tromp</b><br>
<i>Club Performance Coördinator</i><br>
<a href="https://www.facebook.com/LesMillsNetherlandsBelgium" rel="noreferrer"><span style="text-decoration:none"><img width="24" height="24" style="width:.25in;height:.25in" id="_x0000_i1036" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjkzOTU0NTUsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.FGwaMsYRAS4ZOWkFo6hPIDvtWXE4lYdDVUfNBHr6nnw"></span></a> 
<a href="https://www.instagram.com/lesmillsnlbe" rel="noreferrer"><span style="text-decoration:none"><img width="24" height="24" style="width:.25in;height:.25in" id="_x0000_i1035" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjkzOTU0NTYsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.wNYMnbrGCVIg1cEli1jECoNOXHOskzbSrf6-cHOeyBY"></span></a> 
<a href="https://www.linkedin.com/company/hdd-group-les-mills" rel="noreferrer"><span style="text-decoration:none"><img width="24" height="24" style="width:.25in;height:.25in" id="_x0000_i1034" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjkzOTU0NTcsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.RYrAUjx8E9EyeSFKzHCjHdDLpciirxgGQArRxsQIATY"></span></a><br>
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Elzenweg 37<br>
5144 MB Waalwijk<br>
Tel: +31 (0)416 34 97 25<br>
Web: <a href="http://www.lesmills.nl" rel="noreferrer">www.lesmills.nl</a><br>
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<a href="http://www.megaquarterly.com/" rel="noreferrer"><span style="text-decoration:none"><img width="650" height="150" style="width:6.7708in;height:1.5625in" id="_x0000_i1032" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjkzOTU0NTksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.6DobtAGnxaQrBWF0cGFJ1pHOL2NTyuiuQ4EuJ0gXH0M"></span></a><span style='font-family:"Trebuchet MS",sans-serif'></span>
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<div>Van: Les Mills International &lt;[email-masked]&gt;
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<b>Verzonden:</b> donderdag 16 juli 2020 6:28<br>
<b>Aan:</b> Pierre Tromp &lt;[email-masked]&gt;<br>
<b>Onderwerp:</b> Re: downloadproblem new classes</div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Pierre,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hope you are doing well.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>This is a followup email regarding the Club's issue with the Virtual.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Have you got an update from them?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>As per checking in our backend data, we can still see that they have not redownloaded the BODYBALANCE 87. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Please let them follow the steps which my colleague provided in the previous email.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>We will leave this ticket open for another 48hrs. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Looking forward to hearing from you.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Best Regards,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Marika</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Customer Service</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Les Mills Virtual App</span></div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3718" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3718</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Mon, 13 Jul at 10:57 PM
<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"'>Hi Pierre,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>​Thank you for your email.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Could you please advise to the Club try refreshing a release (BODYBALANCE 87) from the DOWNLOADED tab. For this:</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Unlock the padlock to the top right of the App and enter your admin code</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Navigate to SETTINGS &gt; Manage Downloads</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Scroll to the release under the '<strong><span style='font-family:"Helvetica Neue"'>DOWNLOADED</span></strong>' tab </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Click the refresh icon (the circle with the arrow), as below</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>The release should download straight away provided your iPad has a network connection</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Before and after reloading BODYBALANCE 87, please share with us a screenshot of the download size for this release to make sure that it was downloaded correctly.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Please let us know how it goes.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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/3718" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3718</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Mon, 13 Jul at 8:28 PM
<span class="separator">, Pierre Tromp &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:"Trebuchet MS",sans-serif;mso-fareast-language:EN-US'>Good morning AJ,</span></div>
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<span style='font-size:10.0pt;font-family:"Trebuchet MS",sans-serif;mso-fareast-language:EN-US'>Thanks for your answer.</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Trebuchet MS",sans-serif;mso-fareast-language:EN-US'>I just had contact with the club and they tried to refresh this specific release and tried to download it but it didn’t work.</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Trebuchet MS",sans-serif;mso-fareast-language:EN-US'>Any more suggestions how to fix this?</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>Best regards,<br>
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</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'><a href="http://www.lesmills.nl/" rel="noreferrer"><span style="text-decoration:none"><img width="200" height="25" style="width:2.0833in;height:.2604in" id="_x0000_i1026" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjkwOTQ0MjIsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.Y5T2i639-0ORqzYyDzakK7w-PqtQQZf0EAE2GFISyTc"></span></a></span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'><br>
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<b>Pierre Tromp</b><br>
<i>Club Performance Coördinator</i><br>
</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'><a href="https://www.facebook.com/LesMillsNetherlandsBelgium" rel="noreferrer"><span style="text-decoration:none"><img width="24" height="24" style="width:.25in;height:.25in" id="_x0000_i1027" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjkwOTQ0MjMsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.w7VrFkPxWXFAvYVd971AFgNV-Rs_w95nVosQRGPNM9E"></span></a></span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'> 
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Elzenweg 37<br>
5144 MB Waalwijk<br>
The Netherlands<br>
Web: </span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'><a href="http://www.lesmills.nl" rel="noreferrer"><span lang="EN-US">www.lesmills.nl</span></a></span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'><br>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Van: Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Verzonden:</b> zondag 12 juli 2020 0:59<br>
<b>Aan:</b> Pierre Tromp &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Onderwerp:</b> Re: downloadproblem new classes</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Thank you for bearing with us. Are you able to refresh the BODYBALANCE 87 release from the downloaded tab? Does this force
<span style="color:#183247">BODYBALANCE 87</span> to download?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Please let us know how it goes. We look forward to hearing from you.</span></div>
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Best Regards,<br>
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Customer Services<br>
Les Mills Virtual App</span></div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3718" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3718</a> </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Fri, 10 Jul at 10:46 PM
<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"'>I am assigning this to our senior level support. They will get back to you via email within 12 hours.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Kind 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/3718" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3718</a> </span></div>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3718