Subject: New Reply Received - Classes ending early
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 07 Oct 2020 06:19:15 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Classes ending early  Ticket comment <div style="font-family: Calibri, Arial, Helvetica, sans-serif; font-size: 12pt; color: rgb(0, 0, 0)">
Hi Pritish.</div>
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Do some of the 30 minute programs cut out a track purposely? Cris mentioned that it didn't have the back track in it. Would that ever happen and then still end properly?</div>
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Thanks,</div>
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<span style="font-family:Arial,Helvetica,sans-serif,serif,EmojiFont">Miriam</span><br>
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<font style="font-family:Arial,Helvetica,sans-serif,serif,EmojiFont"><span style="font-size:16px"><br>
Miriam Jaclyn Cohen | Business Partnership Manager NSW</span></font>
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<span style="font-family:Arial,Helvetica,sans-serif,serif,EmojiFont">Les Mills Asia Pacific | </span><br>
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<font style="font-family:Arial,Helvetica,sans-serif,serif,EmojiFont"><span style="font-size:16px">PO Box 3998 Manuka ACT 2603 AUSTRALIA<br>
tel +61 481 213 176 | fax +612 6282 0563 | [email-masked] | <a href="http://www.lesmills.com.au" rel="noreferrer">www.lesmills.com.au</a> | Linkedin</span></font>
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<font style="font-family:Arial,Helvetica,sans-serif,serif,EmojiFont"><span style="font-size:16px"><b><span style='font-family:"Segoe UI","Segoe UI Web",Arial,Verdana,sans-serif,serif,EmojiFont; font-size:12px; background-color:rgb(255,255,255)'><span lang="en-AU" style='margin:0px; font-variant-ligatures:none!important; font-size:10.5pt; line-height:17px; font-family:"Segoe UI","Segoe UI_MSFontService",sans-serif,serif,EmojiFont; font-kerning:none'><span style="margin:0px; font-family:Calibri,Helvetica,sans-serif; font-size:12pt; line-height:normal; color:rgb(0,36,81)"></span></span></span></b></span></font>
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 UNITED | A fully customisable global event | Re-engage &amp; attract members | Turbocharge your relaunch |</span><span style='font-size:12px; font-family:"Segoe UI",sans-serif'><span style="font-size:11pt; line-height:normal; font-family:Calibri,Helvetica,sans-serif"> </span></span><u style='font-family:"Segoe UI",sans-serif; font-size:12px'><span style="font-size:10pt; line-height:normal; color:rgb(104,136,201)"><b style='color:rgb(0,0,0); font-family:"Segoe UI","Segoe UI Web",Arial,Verdana,sans-serif,serif,EmojiFont; font-size:12px'><span style='font-size:10.5pt; line-height:17px; font-family:"Segoe UI","Segoe UI_MSFontService",sans-serif,serif,EmojiFont'><u style='font-family:"Segoe UI",sans-serif; font-size:12px'><span style="font-size:10pt; line-height:normal; color:rgb(104,136,201)"><span style="font-size:11pt; font-family:Calibri,Helvetica,sans-serif"><a href="http://www.lesmills.com.au/united" target="_blank" rel="noreferrer" title="http://www.lesmills.com.au/united">www.lesmills.com.au/united</a></span></span></u></span></b></span></u></span></b><br>
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<div class="freshdesk_quote"><blockquote class="freshdesk_quote">
<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Wednesday, 7 October 2020 5:11 PM<br>
<b>To:</b> Miriam Cohen &lt;[email-masked]&gt;<br>
<b>Cc:</b> [email-masked] &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Classes ending early
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<div dir="ltr">Hi Miriam, Cris, </div>
<div dir="ltr">​<br>
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<div dir="ltr">​You are most welcome.</div>
<div dir="ltr">​<br>
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<div dir="ltr">Just to advise you further, if it said <em dir="ltr">'that was CXWORX 38, hope you enjoyed the workout</em>', this means it ended as expected.</div>
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<div dir="ltr">Can you send me a video of the ending showing the display and the Virtual App when this happens so that we can compare this and advise you further?</div>
<div dir="ltr">​</div>
<div dir="ltr">Looking forward to your update soon. </div>
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<div dir="ltr">Regards,</div>
<div dir="ltr">Pritish</div>
<div dir="ltr">Customer Services </div>
<div dir="ltr">Les Mills Virtual App</div>
<div dir="ltr"> <br>
Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4018" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4018</a>
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<blockquote class="x_freshdesk_quote">On Wed, 7 Oct at 3:51 PM <span class="x_separator">
, Miriam Cohen &lt;[email-masked]&gt; wrote:
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Hi Pritish.</div>
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Thanks for looking into this.</div>
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Cris, do you remember what you saw on the screen and the iPad when it stopped?</div>
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Thanks,</div>
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<span style="font-family:Arial,Helvetica,sans-serif,serif,EmojiFont">Miriam</span><br>
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<font style="font-family:Arial,Helvetica,sans-serif,serif,EmojiFont"><span style="font-size:16px"><br>
Miriam Jaclyn Cohen | Business Partnership Manager NSW</span></font> </div>
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<span style="font-family:Arial,Helvetica,sans-serif,serif,EmojiFont">Les Mills Asia Pacific | </span><br>
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<font style="font-family:Arial,Helvetica,sans-serif,serif,EmojiFont"><span style="font-size:16px">PO Box 3998 Manuka ACT 2603 AUSTRALIA<br>
tel +61 481 213 176 | fax +612 6282 0563 | [email-masked] | <a href="http://www.lesmills.com.au" rel="noreferrer">
www.lesmills.com.au</a> | Linkedin</span></font> </div>
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 UNITED | A fully customisable global event | Re-engage &amp; attract members | Turbocharge your relaunch |</span><span style='font-size:12px; font-family:"Segoe UI",sans-serif'><span style="font-size:11pt; line-height:normal; font-family:Calibri,Helvetica,sans-serif"> </span></span><u style='font-family:"Segoe UI",sans-serif; font-size:12px'><span style="font-size:10pt; line-height:normal; color:rgb(104,136,201)"><b style='color:rgb(0,0,0); font-family:"Segoe UI","Segoe UI Web",Arial,Verdana,sans-serif,serif,EmojiFont; font-size:12px'><span style='font-size:10.5pt; line-height:17px; font-family:"Segoe UI","Segoe UI_MSFontService",sans-serif,serif,EmojiFont'><u style='font-family:"Segoe UI",sans-serif; font-size:12px'><span style="font-size:10pt; line-height:normal; color:rgb(104,136,201)"><span style="font-size:11pt; font-family:Calibri,Helvetica,sans-serif"><a href="http://www.lesmills.com.au/united" target="_blank" rel="noreferrer" title="http://www.lesmills.com.au/united">www.lesmills.com.au/united</a></span></span></u></span></b></span></u></span></b><br>
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<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Tuesday, 6 October 2020 5:05 PM<br>
<b>To:</b> Miriam Cohen &lt;[email-masked]&gt;<br>
<b>Cc:</b> [email-masked] &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Classes ending early </div>
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<div dir="ltr">Hi Miriam,</div>
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<div dir="ltr">Thank you for reaching out to us and raising a support ticket. </div>
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<div dir="ltr">We do see that the club has played CXWORX 38 which was scheduled for 5.15 AM (06/10/2020) and it did stop abruptly at 5.41 AM (playing after 26 mins).</div>
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<div dir="ltr">Could you please advise us on what did you see on the iPad as well as the display when the class stopped abruptly?</div>
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<div dir="ltr">This will help us further to investigate this issue and get back to you with a reason and solution. </div>
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<div dir="ltr">Looking forward to your response. </div>
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<div dir="ltr">Best Regards,</div>
<div dir="ltr">Pritish</div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4018" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4018</a> </div>
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<blockquote class="x_x_freshdesk_quote">On Tue, 6 Oct at 5:26 PM <span class="x_x_separator">
, Miriam Cohen &lt;[email-masked]&gt; wrote:
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Hi help desk team!</div>
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I would like to introduce you to Cris from Fitness Focus in Dubbo, NSW. Customer ID: <span style="color:rgb(0,0,0); font-family:Calibri,Arial,Helvetica,sans-serif; font-size:12pt">222507.</span>
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<span style="color:rgb(0,0,0); font-family:Calibri,Arial,Helvetica,sans-serif; font-size:12pt">They have noticed that a number of releases that are scheduled for 30 minutes seem to end early without completing the 30-minute format.</span>
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<span style="color:rgb(0,0,0); font-family:Calibri,Arial,Helvetica,sans-serif; font-size:12pt">Apparently, that happened to CXWORX this morning at 5am.</span>
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<span style="color:rgb(0,0,0); font-family:Calibri,Arial,Helvetica,sans-serif; font-size:12pt">Do you know what might be causing this?</span>
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<span style="color:rgb(0,0,0); font-family:Calibri,Arial,Helvetica,sans-serif; font-size:12pt">Thanks,</span>
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<span style="font-family:Arial,Helvetica,sans-serif,serif,EmojiFont">Miriam</span><br>
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<font style="font-family:Arial,Helvetica,sans-serif,serif,EmojiFont"><span style="font-size:16px"><br>
Miriam Jaclyn Cohen | Business Partnership Manager NSW</span></font> </div>
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<font style="font-family:Arial,Helvetica,sans-serif,serif,EmojiFont"><span style="font-size:16px">PO Box 3998 Manuka ACT 2603 AUSTRALIA<br>
tel +61 481 213 176 | fax +612 6282 0563 | [email-masked] | <a href="http://www.lesmills.com.au" rel="noreferrer">
www.lesmills.com.au</a> | Linkedin</span></font> </div>
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