Subject: New Reply Received - RE: Les Mills download
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 10 Aug 2020 12:59:50 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  RE: Les Mills download   Ticket comment <div>I am </div>
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<div>And all our team at riverside </div>
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<div>Is this now complete</div>
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<div>I need to know please <br><br><div dir="ltr">Sent from my iPhone</div>
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<div>On 10 Aug 2020, at 11:10, Les Mills International &lt;[email-masked]&gt; wrote:<br><br>
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<div dir="ltr">Hi Helena,</div>
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<div dir="ltr">Thank you for your time on call today.</div>
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<div dir="ltr">We have already adjusted your account. </div>
<div dir="ltr">Here are the steps to activate your Les Mills Virtual account:</div>
<div><br></div>The first step is to <a href="https://uk.lesmillsvirtual.com/virtual/signup" rel="noreferrer" target>sign into the Scheduler on a desktop computer</a> with your username: [email-masked] and temporary password: Tp0#e8n9ESxS
.  Once your details have been added and your password changed you can login to the App with your username and new password and download the content.  Please note: the temporary password can not be used to login to the App.<br>
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<a rel="noreferrer" target>Please click here for detailed step by step instructions.</a><br>
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Please let us know how it goes. ​<br>
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<div dir="ltr">Best Regards,<br>Olesia<br>Customer Services<br>Les Mills Virtual App<br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3828" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3828</a>
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              On
              Mon, 10 Aug at 10:23 PM
              <span class="separator">,  Les Mills International &lt;[email-masked]&gt;  wrote:
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<div class="MsoNormal"><span class="EmailStyle22"><span style="font-size:11.0pt">Hi Helena</span></span></div>
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<div class="MsoNormal"><span class="EmailStyle22"><span style="font-size:11.0pt">Support will reach out shortly.</span></span></div>
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<span class="EmailStyle22"><span style="font-size:11.0pt">Nate</span></span><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;mso-fareast-language:EN-US'></span>
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<td align="left" style="vertical-align:top;font-family:Arial">Nate Garven<span style="font-family:remialcxesans;font-size:1px;color:#FFFFFF;line-height:1px">​</span>
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<td align="left" style="vertical-align:top;font-family:Arial"> | </td>
<td align="left" style="vertical-align:top;font-family:Arial">Head of Market Implementation</td>
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<td align="left" style="vertical-align:top;font-family:Arial">Les Mills International</td>
<td align="left" style="vertical-align:top;font-family:Arial"> | </td>
<td align="left" style="vertical-align:top;font-family:Arial"><a href="mailto:[email-masked]" target="_blank" id="LPlnk689713" style="text-decoration:none;color:#7A7A7A" rel="noreferrer"><strong style="font-weight:400">[email-masked]</strong></a></td>
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<td align="left" style="vertical-align:top;font-family:Arial">tel <a target="_blank" id="LPlnk689713" style="text-decoration:none;color:#7A7A7A" rel="noreferrer"><strong style="font-weight:400">+44 7711 907703</strong></a>
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<a href="http://www.lesmills.com/uk" rel="noreferrer">www.lesmills.com/uk</a><br>
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<div>From: <span style="color:black">Helena Taylor &lt;[email-masked]&gt;<br>
<b>Date: </b>Monday, 10 August 2020 at 10:14<br>
<b>To: </b>Nate Garven &lt;[email-masked]&gt;, Kevin Henderson &lt;[email-masked]&gt;, Danny Vickers &lt;[email-masked]&gt;, CHRIS LAFFEY &lt;[email-masked]&gt;<br>
<b>Cc: </b>Support &lt;[email-masked]&gt;<br>
<b>Subject: </b>RE: Les Mills download </span>
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Hi,</span></div>
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'> </span></div>
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Is anyone free to ring and talk me through this please as I’ve been unable to find the ‘run diagnostic test’.</span></div>
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>My number is: 07540853835</span></div>
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Many Thanks,</span></div>
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Helena.</span></div>
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<div class="MsoNormal"><b><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'>Helena Taylor</span></b></div>
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<div class="MsoNormal"><b><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'>General Manager
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<b><span lang="EN-US" style='font-size:10.0pt;font-family:"Tahoma",sans-serif'>From:</span></b><span lang="EN-US" style='font-size:10.0pt;font-family:"Tahoma",sans-serif'> Nate Garven [mailto:[email-masked]]
<br>
<b>Sent:</b> 10 August 2020 10:08<br>
<b>To:</b> Kevin Henderson; Danny Vickers; CHRIS LAFFEY; Helena Taylor<br>
<b>Cc:</b> Support<br>
<b>Subject:</b> Re: Les Mills download </span>
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<div class="MsoNormal">Hi Kevin<br>
Thanks for the email, I have escalated to our support manager. I have just been into our back end and can see that the device has not been connected which seems strange when you have said it has been connected.<br>
Support will reach out but in the mean time can you please go into the settings on the APP and 'Run diagnostic test' which sits in the Version field, this will hopefully provide a clue to where the problem is. Also once done this it would be worth re logging
 in on the APP. You can do this within settings (button left in green login with my new password). This will put everything back into sync as well as that maybe the issue hence the device has been offline in the system since the 3rd.<br>
<br>
Let us know how they go but support will reach out too.<br>
<br>
<br>
Nate<br>
<br>
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<span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#000001'>Nate Garven</span><span style="font-size:1.0pt;font-family:remialcxesans;color:white">​</span>
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<div class="MsoNormal" style="margin-bottom:12.0pt">On 10/08/2020, 09:56, "Kevin Henderson" &lt;[email-masked]&gt; wrote:<br>
<br>
Danny, Nate, Support<br>
<br>
We are - to put in bluntly - fed up with trying to download your software.<br>
<br>
We have tried both in our work environment and a home environment, both to no avail. and both with very fast broadband.<br>
<br>
As per your instructions, the device was not been turned off through-out.<br>
<br>
We are now in excess of 2 weeks, not only trying to download your software, but 2 weeks of lost business.<br>
<br>
The I-pad Pro is now back in our work place, at Sale LC, in case anyone from Les Mills wants to consider a site visit to help us.<br>
<br>
My colleague Helena is contactable via 07540 853 835. My contact is 07903 490 563
<br>
<br>
We await a response from your support team.<br>
<br>
Regards, Kevin<br>
<br>
<br>
<br>
<br>
-----Original Message-----<br>
From: Danny Vickers [mailto:[email-masked]] <br>
Sent: 04 August 2020 09:24<br>
To: CHRIS LAFFEY; Helena Taylor; Kevin Henderson; Jo Cherrett; Gareth Evans<br>
Cc: Nate Garven<br>
Subject: RE: Les Mills download <br>
<br>
Chris,<br>
<br>
May be worth contacting the virtual support line on 020 80892105 - [email-masked]<br>
<br>
They will log a ticket and be able to support from an technical perspective.<br>
<br>
Let me know how you get on.<br>
<br>
Danny<br>
<br>
Danny Vickers | Customer Experience Manager - North<br>
Les Mills UK | [email-masked]<br>
tel +44 7795 681896 | <a href="https://linkprotect.cudasvc.com/url?a=https%3a%2f%2f%2f%2fwww.lesmills.com%2fuk&amp;c=E,1,BBxUKSKMuvd1FkCGj6JMHUbWgT68hS4SsVmz6fc6ZFSKR4KpFBlP7EBHoAiOcHjUQSdwlmJARdZJTe6snPfJ8Vy50-0ljz_iJYXHber_&amp;typo=1" rel="noreferrer">https://linkprotect.cudasvc.com/url?a=https%3a%2f%2f%2f%2fwww.lesmills.com%2fuk&amp;c=E,1,BBxUKSKMuvd1FkCGj6JMHUbWgT68hS4SsVmz6fc6ZFSKR4KpFBlP7EBHoAiOcHjUQSdwlmJARdZJTe6snPfJ8Vy50-0ljz_iJYXHber_&amp;typo=1</a><br>
-----Original Message-----<br>
From: CHRIS LAFFEY &lt;[email-masked]&gt; <br>
Sent: 04 August 2020 06:59<br>
To: Danny Vickers &lt;[email-masked]&gt;; Helena Taylor &lt;[email-masked]&gt;; Kevin Henderson &lt;[email-masked]&gt;; Jo Cherrett &lt;[email-masked]&gt;; Gareth Evans &lt;[email-masked]&gt;;
 Chris Laffey &lt;[email-masked]&gt;<br>
Cc: Nate Garven &lt;[email-masked]&gt;<br>
Subject: Les Mills download <br>
<br>
Hi Danny<br>
<br>
Could you please help<br>
<br>
We have been downloading content since Thursday <br>
<br>
My concern is ...is there or have there been any reported issues for downloading content as this seems an extremely long duration
<br>
<br>
Also is there anyway your cuts can tap into the back end of the download to ensure we are getting there as the studio needs to open
<br>
<br>
Hope this e mail finds you well<br>
<br>
With best wishes<br>
<br>
Chris <br>
<br>
Sent from my iPhone</div>
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