Subject: New Reply Received - Virtual App Support - Les Mills
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Fri, 31 Jul 2020 12:45:14 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Virtual App Support - Les Mills  Ticket comment <div dir="ltr">We have set classes in the Scheduler, however, for Tuesday The Trip - Virtual, there is no option for weekly schedule. Also, it is not showing on our iPad.<br><div><div dir="ltr" class="gmail_signature"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr">
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<div style="margin:8px 0px 0px;padding:0px"><div dir="ltr"><div dir="ltr"><div dir="ltr"><font color="#888888"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><table cellpadding="0" cellspacing="0" style="border-spacing:0px;border-collapse:collapse;color:rgb(68,68,68);width:480px;font-size:10pt;font-family:Arial,sans-serif;line-height:normal"><tbody>
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<td style="padding:10px 0px 12px;width:160px;vertical-align:top"><a href="https://www.fidelityfitnessclub.com/" style="color:rgb(51,122,183);background-color:transparent" target="_blank" rel="noreferrer"><img alt="Logo" width="141" src="https://i.imgur.com/9Bk5izw.gif" style="border:0px;vertical-align:middle;width:141px;height:auto"></a></td>
<td style="padding:6px 0px;width:320px"><table cellpadding="0" cellspacing="0" style="border-spacing:0px;border-collapse:collapse;background-color:transparent"><tbody>
<tr><td style="font-family:Arial,sans-serif;padding:0px;font-size:12pt;font-weight:bold;color:rgb(61,60,63)">Katrina Lopez </td></tr>
<tr><td style="font-family:Arial,sans-serif;padding:0px 0px 11px;font-size:10pt;color:rgb(61,60,63)">Reception Manager</td></tr>
<tr><td style="font-family:Arial,sans-serif;padding:0px;font-size:10pt;color:rgb(155,155,155)">phone: +971 445 111 33</td></tr>
<tr><td style="font-family:Arial,sans-serif;padding:0px;font-size:10pt;color:rgb(155,155,155)">email: <span style="color:rgb(23,147,210)"><span style="color:rgb(0,0,0)"><a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a></span></span>
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<tr><td style="font-family:Arial,sans-serif;padding:0px;font-size:10pt;color:rgb(155,155,155)">1st Floor - Almas Tower - JLT</td></tr>
<tr><td style="font-family:Arial,sans-serif;padding:0px;font-size:10pt;color:rgb(155,155,155)">Dubai - UAE</td></tr>
<tr><td style="padding:6px 0px 0px"><span style="display:inline-block;height:22px"><a href="https://www.facebook.com/FidelityFitnessDubai/" style="color:rgb(51,122,183);background-color:transparent" target="_blank" rel="noreferrer"><img alt="Facebook icon" width="20" height="20" src="https://codetwocdn.azureedge.net/images/mail-signatures/generator-dm/elegant-logo/fb.png" style="border:0px;vertical-align:middle;height:20px;width:20px"></a>  <a href="https://www.linkedin.com/company/fidelityfitnessclub/" style="color:rgb(51,122,183);background-color:transparent" target="_blank" rel="noreferrer"><img alt="LinkedIn icon" width="20" height="20" src="https://codetwocdn.azureedge.net/images/mail-signatures/generator-dm/elegant-logo/ln.png" style="border:0px;vertical-align:middle;height:20px;width:20px"></a>  <a href="https://twitter.com/fidelityfitness?lang=en" style="color:rgb(51,122,183);background-color:transparent" target="_blank" rel="noreferrer"><img alt="Twitter icon" width="20" height="20" src="https://codetwocdn.azureedge.net/images/mail-signatures/generator-dm/elegant-logo/tt.png" style="border:0px;vertical-align:middle;height:20px;width:20px"></a>  <a href="https://www.youtube.com/channel/UCLHghRJoxAmYCe7n6w65W4Q/videos?view_as=subscriber" style="color:rgb(51,122,183);background-color:transparent" target="_blank" rel="noreferrer"><img alt="Youtube icon" width="20" height="20" src="https://codetwocdn.azureedge.net/images/mail-signatures/generator-dm/elegant-logo/yt.png" style="border:0px;vertical-align:middle;height:20px;width:20px"></a>  <a href="https://www.instagram.com/fidelityfit/" style="color:rgb(51,122,183);background-color:transparent" target="_blank" rel="noreferrer"><img alt="Instagram icon" width="20" height="20" src="https://codetwocdn.azureedge.net/images/mail-signatures/generator-dm/elegant-logo/it.png" style="border:0px;vertical-align:middle;height:20px;width:20px"></a>  </span></td></tr>
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<tr><td colspan="2" style="font-family:Arial,sans-serif;padding:8px 0px 0px;border-top:1px solid rgb(0,0,0);width:480px;color:rgb(155,155,155)">Over 17,000 square feet of world-class fitness facilities, with amazing views overlooking Jumeirah Lake, offering 85 + pieces of the top of the line fitness equipment (new equipment for Technogym just arrived &amp; more to come!), 50+ classes per week, including Les Mills classes, 23m outdoor temperature control infinity pool, Highly qualified &amp; internationally accredited Personal Trainers, Complimentary Smart Start Personal Training sessions on joining, Luxury changing rooms with sauna and complimentary body care products &amp; 4 Hours FREE parking in Almas Tower.<br><br>For more information, visit <a href="http://www.fidelityfitnessclub.com/" target="_blank" rel="noreferrer">www.fidelityfitnessclub.com</a>
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<div>On Fri, Jul 31, 2020 at 4:26 PM Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:<br>
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<div>Hi Lauren,</div>
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<div dir="ltr">Thank you for you prompt response.</div>
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<div dir="ltr">We are checking this with our Level 2 team and will get back to you shortly.</div>
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<div dir="ltr">Kind regards,<br>Olesia<br>Customer Service<br>Les Mills Virtual App<br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3805" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3805</a>
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              <span>,  Lauren Downey &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;  wrote:
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<div class="MsoNormal"><span>There is a studio showing on our side of the things, we have however added another studio but the Scheduler is still showing an error?
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<div class="MsoNormal"><span>Kind regards</span></div>
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<div class="MsoNormal"><span>Lauren</span></div>
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<div>From:<span lang="EN-US"> Les Mills International &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;
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<b>Sent:</b> Friday, July 31, 2020 1:51 PM<br>
<b>To:</b> <a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a><br>
<b>Cc:</b> Lauren Downey &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;; Sarah Sibai &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;; <a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>; Selina Zeiser &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: Virtual App Support - Les Mills</span>
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<div class="MsoNormal"><span style='font-size:10pt;font-family:"Helvetica Neue"'>​Hi Lauren,</span></div>
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<div class="MsoNormal"><span style='font-size:10pt;font-family:"Helvetica Neue"'>​Thank you for quick response and fixing this.</span></div>
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<div class="MsoNormal"><span style='font-size:10pt;font-family:"Helvetica Neue"'>I see one of the component's under programs is still incorrect.
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<div class="MsoNormal"><span style='font-size:10pt;font-family:"Helvetica Neue"'>I would suggest you to remove the component shown below: </span></div>
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<span style='font-size:10pt;font-family:"Helvetica Neue";border:1pt solid windowtext;padding:0in'><img width="100" height="100" style="width: 1.0416in; height: 1.0416in" id="gmail-m_1169771860534442401_x0000_i1028" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzA1NDA3NTIsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.haMZEvqK3nNSxWNI_FyaSMxWELS_v66v9stJjG-wrms" alt="Image removed by sender."></span><span style='font-size:10pt;font-family:"Helvetica Neue"'></span>
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<div class="MsoNormal"><span style='font-size:10pt;font-family:"Helvetica Neue"'>And add the component shown below:</span></div>
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<span style='font-size:10pt;font-family:"Helvetica Neue";border:1pt solid windowtext;padding:0in'><img width="100" height="100" style="width: 1.0416in; height: 1.0416in" id="gmail-m_1169771860534442401_x0000_i1029" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzA1NDA3NTIsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.haMZEvqK3nNSxWNI_FyaSMxWELS_v66v9stJjG-wrms" alt="Image removed by sender."></span><span style='font-size:10pt;font-family:"Helvetica Neue"'></span>
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<div class="MsoNormal"><span style='font-size:10pt;font-family:"Helvetica Neue"'>​I hope once this is done and once the scheduler synchronizes with the Sales Force the issue would be resolved.</span></div>
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<div class="MsoNormal"><span style='font-size:10pt;font-family:"Helvetica Neue"'>Do let us know how it goes.</span></div>
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<div class="MsoNormal"><span style='font-size:10pt;font-family:"Helvetica Neue"'>Best regards,<br>
Pritish<br>
Customer Service<br>
Les Mills Virtual App</span></div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3805" rel="noreferrer" target="_blank">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3805</a></span></div>
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<span style='font-size:10pt;font-family:"Helvetica Neue"'>On Fri, 31 Jul at 9:38 PM
<span>, Lauren Downey &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt; wrote: </span>
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<div class="MsoNormal"><span style='font-size:10pt;font-family:"Helvetica Neue"'>Hi Pritish</span></div>
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<span style='font-size:10pt;font-family:"Helvetica Neue"'>Thanks for the super quick response.</span><span style='font-size:10pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10pt;font-family:"Helvetica Neue"'>We have amended the account so it is now be showing as Active.</span><span style='font-size:10pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10pt;font-family:"Helvetica Neue"'>I have just tried logging into the Scheduler again but the same error message keeps appearing.  Any ideas?  Maybe it take a little while for the account
 to recognise the changes?</span><span style='font-size:10pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10pt;font-family:"Helvetica Neue"'>Many thanks</span><span style='font-size:10pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10pt;font-family:"Helvetica Neue"'>Lauren
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<span style='font-size:10pt;font-family:"Helvetica Neue"'>From:</span><span lang="EN-US" style='font-size:10pt;font-family:"Helvetica Neue"'> Les Mills International &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;
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<b>Sent:</b> Friday, July 31, 2020 12:20 PM<br>
<b>To:</b> <a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a><br>
<b>Cc:</b> Lauren Downey &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;; Sarah Sibai &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: Virtual App Support - Les Mills</span><span lang="EN-US" style='font-size:10pt;font-family:"Helvetica Neue"'>
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<div class="MsoNormal"><span style='font-size:10pt;font-family:"Helvetica Neue"'>Hi Katrina,</span></div>
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<div class="MsoNormal"><span style='font-size:10pt;font-family:"Helvetica Neue"'>Thank you for your time on call today.</span></div>
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<div class="MsoNormal"><span style='font-size:10pt;font-family:"Helvetica Neue"'>As discussed, the Les Mills representative who on-boarded you will be able to help with this issue as it is linked to the account creation. ​</span></div>
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<div class="MsoNormal"><span style='font-size:10pt;font-family:"Helvetica Neue"'>@ Hi Sarah, Lauren,</span></div>
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<div class="MsoNormal"><span style='font-size:10pt;font-family:"Helvetica Neue"'>It seems that the Les Mills Virtual account has some issues due to which the customer is receiving the below error message. Also, when we check on the Virtual Programs we see it
 shows cancellation pending which is strange for a new account.</span></div>
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<div class="MsoNormal"><span style='font-size:10pt;font-family:"Helvetica Neue"'>Could you please check and resolve the account related issue so that the scheduler can start working and customer can schedule virtual class. Please treat this urgent as they have
 a launch this Sunday and need it fixed asap. Thank you for your support. </span></div>
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<div class="MsoNormal"><span style='font-size:10pt;font-family:"Helvetica Neue"'>Customer Service</span></div>
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<div class="MsoNormal"><span style='font-size:10pt;font-family:"Helvetica Neue"'>Les Mills Virtual App</span></div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3805" rel="noreferrer" target="_blank">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3805</a></span></div>
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<span style="font-size:1pt;font-family:fdtktid,serif;color:white">3805:859387</span><span style='font-size:10pt;font-family:"Helvetica Neue"'>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3805