Subject: New Reply Received - Virtual
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Fri, 17 Jul 2020 07:33:53 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Virtual  Ticket comment <div dir="auto">Hi Marika</div>
<div dir="auto">It's ok our ipad is faulty. We have a new one and have loaded everything again. So far so good.</div>
<div dir="auto">Thanks </div>
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<div>From: Les Mills International &lt;[email-masked]&gt; 
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<div>Date: 17/07/20 7:17 pm (GMT+12:00) </div>
<div>To: Jody Maru &lt;[email-masked]&gt; </div>
<div>Cc: [email-masked], Brent Maru &lt;[email-masked]&gt;
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<div>Subject: Re: Virtual </div>
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<div dir="ltr">Hi Jody,  </div>
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<div dir="ltr">Hope you are doing well.</div>
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<div dir="ltr">This is a follow-up email regarding the issue with your Virtual.</div>
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<div dir="ltr">Were you able to read the previous email that we sent to you?</div>
<div dir="ltr">If not, please provide us a photo or video of the App when you had this issue?</div>
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<div dir="ltr">We will wait for your updates.</div>
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<div dir="ltr">Warm Regards,</div>
<div dir="ltr">Marika</div>
<div dir="ltr">Customer Service</div>
<div dir="ltr">Les Mills Virtual App </div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3354" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3354</a><br>
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<blockquote class="freshdesk_quote">On Tue, 14 Jul at 5:32 PM <span class="separator">
, Les Mills International &lt;[email-masked]&gt; wrote:
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<div dir="ltr">Hi Jody,  <br>
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Thank you for your reply.<br>
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Unfortunately, we are unable to add a new device to your iPad.However, your LES MILLS Customer Experience Manager can help you. Please contact them for adding a new studio.<br>
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In addition, when you play the class please do not pause it because if the class is paused for even 1 min then the class would end 1 min early. It seems like someone pause the class as you said RPM 84 ended a bit early in the previous email.<br>
Moreover, could you share a video of the App when this issue happens? It will help us to diagnose correctly.<br>
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Looking forward to hearing from you.<br>
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Best Regards,<br>
Marika<br>
Customer Service<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3354" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3354</a> </div>
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<blockquote class="freshdesk_quote">On Tue, 14 Jul at 4:11 PM <span class="separator">
, Jody Maru &lt;[email-masked]&gt; wrote:
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<div class="MsoNormal"><span style='font-size:11.0pt; font-family:"Calibri",sans-serif; color:#1F497D'>Hi Marika</span></div>
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<div class="MsoNormal"><span style='font-size:11.0pt; font-family:"Calibri",sans-serif; color:#1F497D'>We have purchased another ipad to run the same schedule as a back up for our virtual classes as we are having problems with our current one turning on.  
 Can you please add another device as the original information was only for one device.  It is only for a backup not to run more classes so the same schedule used on both ipads.
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<div>From:<span lang="EN-US" style='font-size:11.0pt; font-family:"Calibri",sans-serif'> Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> Monday, 13 July 2020 4:43 p.m.<br>
<b>To:</b> Jody Maru &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Virtual</span> </div>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>​Hi Jody,  <br>
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Thank you for reaching out to us.<br>
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We have checked in our backend data and we could not find an issue for RPM 84.<br>
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However, we see that you are not connected to a good internet connection and this will affect playing classes.<br>
We highly recommend for the Club to have a router only for Les Mills as our content is very heavy.<br>
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In addition, for your virtual content, we see that 33 of them successfully downloaded today.<br>
You may click the link below to optimized big downloads.<br>
</span><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000054280-optimizing-big-downloads" rel="noreferrer"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000054280-optimizing-big-downloads</span></a><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'><br>
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Looking forward to hearing from you.<br>
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Best Regards,<br>
Marika<br>
Customer Service<br>
Les Mills Virtual App</span> </div>
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Ticket: </span><a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3354" rel="noreferrer"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3354</span></a><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'>On Mon, 13 Jul at 3:35 PM
<span class="separator">, Jody Maru &lt;</span></span><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>[email-masked]</span></a><span class="separator"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>&gt;
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<span style='font-size:11.0pt; font-family:"Calibri",sans-serif; color:#1F497D'>Can you please look into the back ground of our virtual data to see if everything is operating correctly as we are having some problems with classes.  RPM
 84 cuts out at the warm down plus when we go to play a class for a member that has not been scheduled as they have just dropped in there seems to be very limited or no data to play them.</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/3354