Subject: New Reply Received - Virtual App Support - Les Mills
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Fri, 14 Aug 2020 15:37:19 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Virtual App Support - Les Mills  Ticket comment <div class="WordSection1">
<div class="MsoNormal">Hi there,</div>
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<div class="MsoNormal">I see English listed in Club Preferences – see attached screenshot. Please advise on the original issue.</div>
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<div class="MsoNormal">Thank you,</div>
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<div class="MsoNormal">Amanda</div>
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<b><span style='font-family:"Avenir LT Com 35 Light",sans-serif'>Amanda Hetherington</span></b><span style='font-family:"Avenir LT Com 35 Light",sans-serif'> | Customer Experience Specialist – National Accounts</span>
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<div class="MsoNormal"><span style='font-family:"Avenir LT Com 35 Light",sans-serif'>Les Mills US |
<a href="mailto:[email-masked]" rel="noreferrer"><span style="color:#0563C1">[email-masked]</span></a></span></div>
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<div class="MsoNormal"><span style='font-family:"Avenir LT Com 35 Light",sans-serif'>363 W Erie St, Suite 200 | Chicago</span></div>
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<a href="https://www.lesmills.com/us/clubs-and-facilities/re-set-hub/" rel="noreferrer"><span style='font-family:"Avenir LT Com 35 Light",sans-serif;color:#0563C1;text-decoration:none'><img width="624" height="156" style="width:6.4947in;height:1.625in" id="Picture_x0020_9" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzE1NzkxNTUsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.zbGMi0UFo7NzGROkAfDfjnSPj4DNmlJOUQPomYZN-A0"></span></a><span style='font-family:"Avenir LT Com 35 Light",sans-serif'></span>
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<a href="http://www.lesmills.com/" rel="noreferrer"><span style="color:#0563C1">lesmills.com</span></a> | <a href="https://www.facebook.com/LesMillsUS" rel="noreferrer"><span style="color:#0563C1">Facebook</span></a> | <a href="http://www.twitter.com/LesMillsUS" rel="noreferrer"><span style="color:#0563C1">Twitter</span></a> | <a href="http://instagram.com/lesmillstribe" rel="noreferrer"><span style="color:#0563C1">Instagram</span></a> | <a href="https://www.youtube.com/user/lesmillsgroupfitness" rel="noreferrer"><span style="color:#0563C1">YouTube</span></a> | <a href="https://www.linkedin.com/company/les-mills-us-page" rel="noreferrer"><span style="color:#0563C1">LinkedIn</span></a>
 | <a href="https://www.careers.lesmills.com/" rel="noreferrer"><span style="color:#0563C1">Careers</span></a></span></div>
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<div>From: Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> Friday, August 14, 2020 10:31 AM<br>
<b>To:</b> Amanda Hetherington &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Virtual App Support - Les Mills</div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Amanda,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Thank you for your quick response and screenshot, it is very helpful.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Could you please share with us a screenshot what you can see in the "Club preferences" and make sure that it is selected English for LANGUAGE. This is what I can see when I select
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>This is what I can see when I select Spanish language:</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"'>Kind regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Ticket:
<a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3844" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3844</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Sat, 15 Aug at 4:10 AM
<span class="separator">, Les Mills International &lt;[email-masked]&gt; wrote:
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Olesia,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>The reason that you don’t see any of the problematic classes on the schedule is that I took them off myself to fix the issue for the partner. I just added one back in on Sunday
 at 8:30am (see attached screenshot) and then removed it, but you can see that the Virtual CXWORX class name (to the far right) is showing up in italics and is not active like the other scheduled classes. If you try scheduling one of the classes I listed out
 yourself (and then quickly removing the scheduled class), you will see that this is the case. The logo, the language, and the future scheduling are not the issues. Please escalate this to level 2 – I appreciate it!</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Thank you,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Amanda</span></div>
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<b><span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>Amanda Hetherington</span></b><span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'> | Customer Experience Specialist – National
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<span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>Les Mills US |
<a href="mailto:[email-masked]" rel="noreferrer"><span style="color:#0563C1">[email-masked]</span></a></span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>363 W Erie St, Suite 200 | Chicago</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<a href="https://www.lesmills.com/us/clubs-and-facilities/re-set-hub/" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif;color:#0563C1;border:solid windowtext 1.0pt;padding:0in;text-decoration:none'><img width="624" height="156" style="width:6.5in;height:1.625in" id="Picture_x0020_4" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzE1NzkxNTQsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.IdSniWlvbrWv5KuSodmNlY0r2gkGpT52EmdPFrBtumQ" alt="Image removed by sender."></span></a><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'><br>
<a href="http://www.lesmills.com/" rel="noreferrer"><span style="color:#0563C1">lesmills.com</span></a> | <a href="https://www.facebook.com/LesMillsUS" rel="noreferrer"><span style="color:#0563C1">Facebook</span></a> | <a href="http://www.twitter.com/LesMillsUS" rel="noreferrer"><span style="color:#0563C1">Twitter</span></a> | <a href="http://instagram.com/lesmillstribe" rel="noreferrer"><span style="color:#0563C1">Instagram</span></a> | <a href="https://www.youtube.com/user/lesmillsgroupfitness" rel="noreferrer"><span style="color:#0563C1">YouTube</span></a> | <a href="https://www.linkedin.com/company/les-mills-us-page" rel="noreferrer"><span style="color:#0563C1">LinkedIn</span></a>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>From: Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> Friday, August 14, 2020 10:01 AM<br>
<b>To:</b> Amanda Hetherington &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Virtual App Support - Les Mills</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Amanda,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Thank you for contacting us today.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Could you please share with us a screenshot of what you can see in the Scheduler for this customer. Also, check the language of the class which you are Scheduling:</span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue";border:solid windowtext 1.0pt;padding:0in'><img width="100" height="100" style="width:1.0416in;height:1.0416in" id="Picture_x0020_1" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzE1NzkxNTQsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.IdSniWlvbrWv5KuSodmNlY0r2gkGpT52EmdPFrBtumQ" alt="Image removed by sender. Image removed by sender."></span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Please don't be confused by the absence of a logo in short classes. This is done because they are short and the logo simply will not fit there. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>In addition, make sure you schedule your classes for a future date and not a past date. If you select the date is in the past, then you cannot select Weekly, as only Once (Temporary)
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>During the check of the Scheduler, I did not find any problems reported by you.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>I hope above is answering your question. Please let us know if you have any other questions.</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/3844" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3844</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Sat, 15 Aug at 2:55 AM
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<div class="MsoNormal" align="center" style="text-align:center"><b>Field name</b></div>
<div></div>
<div></div>
</td>
<td style="padding:.75pt .75pt .75pt .75pt">
<div class="MsoNormal" align="center" style="text-align:center"><b>Submitted data</b></div>
<div></div>
<div></div>
</td>
</tr>
</thead>
<tbody>
<tr>
<td style="padding:.75pt .75pt .75pt .75pt">
<div class="MsoNormal" align="center" style="text-align:center"><b>Email address</b></div>
<div></div>
<div></div>
</td>
<td style="padding:.75pt .75pt .75pt .75pt">
<div>
<div class="MsoNormal">[email-masked]</div>
<div></div>
<div></div>
</div>
</td>
</tr>
<tr>
<td style="padding:.75pt .75pt .75pt .75pt">
<div class="MsoNormal" align="center" style="text-align:center"><b>your name</b></div>
<div></div>
<div></div>
</td>
<td style="padding:.75pt .75pt .75pt .75pt">
<div>
<div class="MsoNormal">Amanda Hetherington</div>
<div></div>
<div></div>
</div>
</td>
</tr>
<tr>
<td style="padding:.75pt .75pt .75pt .75pt">
<div class="MsoNormal" align="center" style="text-align:center"><b>country</b></div>
<div></div>
<div></div>
</td>
<td style="padding:.75pt .75pt .75pt .75pt">
<div>
<div class="MsoNormal">United States</div>
<div></div>
<div></div>
</div>
</td>
</tr>
<tr>
<td style="padding:.75pt .75pt .75pt .75pt">
<div class="MsoNormal" align="center" style="text-align:center"><b>state</b></div>
<div></div>
<div></div>
</td>
<td style="padding:.75pt .75pt .75pt .75pt">
<div>
<div class="MsoNormal">IL</div>
<div></div>
<div></div>
</div>
</td>
</tr>
<tr>
<td style="padding:.75pt .75pt .75pt .75pt">
<div class="MsoNormal" align="center" style="text-align:center"><b>zipPostal</b></div>
<div></div>
<div></div>
</td>
<td style="padding:.75pt .75pt .75pt .75pt">
<div>
<div class="MsoNormal">60657</div>
<div></div>
<div></div>
</div>
</td>
</tr>
<tr>
<td style="padding:.75pt .75pt .75pt .75pt">
<div class="MsoNormal" align="center" style="text-align:center"><b>Text box</b></div>
<div></div>
<div></div>
</td>
<td style="padding:.75pt .75pt .75pt .75pt">
<div>
<div class="MsoNormal">*Please don't contact partner about this* Express Class Scheduling Issue</div>
<div></div>
<div></div>
</div>
</td>
</tr>
<tr>
<td style="padding:.75pt .75pt .75pt .75pt">
<div class="MsoNormal" align="center" style="text-align:center"><b>Question</b></div>
<div></div>
<div></div>
</td>
<td style="padding:.75pt .75pt .75pt .75pt">
<div>
<div class="MsoNormal">I need scheduler support</div>
<div></div>
<div></div>
</div>
</td>
</tr>
<tr>
<td style="padding:.75pt .75pt .75pt .75pt">
<div class="MsoNormal" align="center" style="text-align:center"><b>Customer</b></div>
<div></div>
<div></div>
</td>
<td style="padding:.75pt .75pt .75pt .75pt">
<div>
<div class="MsoNormal">Yes</div>
<div></div>
<div></div>
</div>
</td>
</tr>
<tr>
<td style="padding:.75pt .75pt .75pt .75pt">
<div class="MsoNormal" align="center" style="text-align:center"><b>Username</b></div>
<div></div>
<div></div>
</td>
<td style="padding:.75pt .75pt .75pt .75pt">
<div>
<div class="MsoNormal">[email-masked]</div>
<div></div>
<div></div>
</div>
</td>
</tr>
<tr>
<td style="padding:.75pt .75pt .75pt .75pt">
<div class="MsoNormal" align="center" style="text-align:center"><b>Phone</b></div>
<div></div>
<div></div>
</td>
<td style="padding:.75pt .75pt .75pt .75pt">
<div>
<div class="MsoNormal">7734150308</div>
<div></div>
<div></div>
</div>
</td>
</tr>
<tr>
<td style="padding:.75pt .75pt .75pt .75pt">
<div class="MsoNormal" align="center" style="text-align:center"><b>Comments</b></div>
<div></div>
<div></div>
</td>
<td style="padding:.75pt .75pt .75pt .75pt">
<div>
<div class="MsoNormal">This is Amanda from the US office submitting on this partner's behalf. Please don't reach out to the partner directly about this - this issue is something I noticed when looking at the partner's scheduler myself. When I logged into the
 scheduler, I noticed that the following durations of the following programs can't be scheduled. When they are scheduled as a weekly Random class, the class name shows up in italics (no logo appears) and the video doesn't play. The program itself can be scheduled,
 which tells me that they didn't grey out the program when setting up their iPad app - it is only certain durations that are affected: 15-minute CXWORX Abs Blast and Core 15-minute BODYFLOW Flexibility and Strength 15-minute BODYPUMP Lower Body and Arms Thanks
 for your help in looking into this! If this is the case for all partners, I'd love to let our CX team know about this.</div>
<div></div>
<div></div>
</div>
</td>
</tr>
<tr>
<td style="padding:.75pt .75pt .75pt .75pt">
<div class="MsoNormal" align="center" style="text-align:center"><b>utm_source</b></div>
<div></div>
<div></div>
</td>
<td style="padding:.75pt .75pt .75pt .75pt"></td>
</tr>
<tr>
<td style="padding:.75pt .75pt .75pt .75pt">
<div class="MsoNormal" align="center" style="text-align:center"><b>utm_campaign</b></div>
<div></div>
<div></div>
</td>
<td style="padding:.75pt .75pt .75pt .75pt"></td>
</tr>
<tr>
<td style="padding:.75pt .75pt .75pt .75pt">
<div class="MsoNormal" align="center" style="text-align:center"><b>utm_medium</b></div>
<div></div>
<div></div>
</td>
<td style="padding:.75pt .75pt .75pt .75pt"></td>
</tr>
<tr>
<td style="padding:.75pt .75pt .75pt .75pt">
<div class="MsoNormal" align="center" style="text-align:center"><b>utm_code</b></div>
<div></div>
<div></div>
</td>
<td style="padding:.75pt .75pt .75pt .75pt"></td>
</tr>
<tr>
<td style="padding:.75pt .75pt .75pt .75pt">
<div class="MsoNormal" align="center" style="text-align:center"><b>Last_Name</b></div>
<div></div>
<div></div>
</td>
<td style="padding:.75pt .75pt .75pt .75pt"></td>
</tr>
</tbody>
</table>
</div>
<div>
<div class="MsoNormal">
<span style='font-size:10.0pt;font-family:"Helvetica Neue";border:solid windowtext 1.0pt;padding:0in'><img width="1" height="1" style="width:.0104in;height:.0104in" id="Picture_x0020_3" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzE1NzkxNTQsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.IdSniWlvbrWv5KuSodmNlY0r2gkGpT52EmdPFrBtumQ" alt="Image removed by sender. Image removed by sender."></span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
</div>
<div></div>
<div></div>
</div>
</div>
</blockquote>
</div>
</div>
<div>
<div class="MsoNormal">
<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white'>3844:859387</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
</span>
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<div></div>
<div></div>
</div>
</div>
</blockquote>
</div>
</blockquote>
</div>
</div>
<div class="MsoNormal">
<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white'>3844:859387</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
</span>
</div>
<div></div>
<div></div>
</div>

</blockquote></div>

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  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3844