Subject: New Reply Received - Virtual App Support - Les Mills
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Fri, 22 Jan 2021 00:47:18 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Virtual App Support - Les Mills  Ticket comment <div style="color: rgb(33, 33, 33); background-color: rgb(255, 255, 255); text-align: left" dir="auto">
Hi Olesia,</div>
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Thank you very much for the quick reply.</div>
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We were informed by the Operations team of the club that this particular slot did not play as scheduled, and they had to manually reset.</div>
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So am not sure your finding stating it was auto played could be due to the manual reset. Is there any way for you to confirm? This has been recurring.</div>
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Many thanks.</div>
<div style="color: rgb(33, 33, 33); background-color: rgb(255, 255, 255); text-align: left" dir="auto">
Pfeiffer</div>
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Leo/Harmen - please jump in if necessary to provide more insight on what happened at your end to assist the team to trouble-shoot. I will let you guys take it from here. Thanks.</div>
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<div class="freshdesk_quote"><blockquote class="freshdesk_quote">
<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<strong>Sent:</strong> Friday, 22 January 2021, 04:15<br>
<strong>To:</strong> [email-masked]<br>
<strong>Cc:</strong> [email-masked]; Pfeiffer Chan<br>
<strong>Subject:</strong> Re: Virtual App Support - Les Mills<br>

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<div dir="ltr">Hi Rockie,</div>
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<div dir="ltr">Thank you for your quick reply and screenshot.</div>
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<div dir="ltr">We have checked our backend data and could not find any playback issues, moreover, we can see that Virtual RPM 82 at 12:45PM on January 19, 2021 is automatically started in time and played to completion.</div>
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Could you please elaborate on what is wrong with Virtual class RPM 82.</div>
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<div dir="ltr">Kind regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App</div>
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Ticket: <a href="https://apc01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fimmersivesupport.lesmills.com%2Fhelpdesk%2Ftickets%2F4247&amp;data=04%7C01%7Cpfeiffer.chan%40virginactive.com.sg%7Cad3d2edae6e149815c9508d8be495441%7C323ed017e5064d31827e5686f5130675%7C1%7C0%7C637468569457831844%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C2000&amp;sdata=3GHYDt%2FRFQDjS6nHQIKK2xIwZ8d%2F1ABt5ShFusSsFrs%3D&amp;reserved=0" rel="noreferrer">
https://immersivesupport.lesmills.com/helpdesk/tickets/4247</a>
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<blockquote class="freshdesk_quote">On Fri, 22 Jan at 2:33 AM <span class="separator">
, Rockie Yeo &lt;[email-masked]&gt; wrote: 
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Hi Pritish,</div>
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Please refer to the attachment.</div>
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<font><span style='font-size:9pt; font-family:"Century Gothic",sans-serif'>Best Regards,</span></font>
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<font><font color="#212121" style="font-size:12pt"><span style='font-size:9pt; font-family:"Century Gothic",sans-serif'><strong>Rockie Yeo</strong></span></font><font color="#212121"><span style='font-size:9pt; font-family:"Century Gothic",sans-serif'> | </span><span style='font-family:"Century Gothic",sans-serif; font-size:9pt'>Launch
 Coach (South East Asia)</span></font><font color="#212121" style="font-size:12pt"><span style='font-size:9pt; font-family:"Century Gothic",sans-serif'> </span></font></font><br>
<font style="font-size:15px; color:rgb(33,33,33); font-family:Calibri,Arial,Helvetica,sans-serif"><span style='font-size:8pt; font-family:"Century Gothic",sans-serif'>Les Mills Asia Pacific - Malaysia | [email-masked]</span></font><br>
<font style="font-size:15px; color:rgb(33,33,33); font-family:Calibri,Arial,Helvetica,sans-serif"><span style="font-size:10pt; font-family:Helvetica,sans-serif"><span style='color:rgb(33,33,33); font-family:"Century Gothic",sans-serif; font-size:8pt'>Unit 8.02, </span><span style="color:rgb(33,33,33); font-family:Helvetica,sans-serif; font-size:13.3333px"><span style='color:rgb(33,33,33); font-family:"Century Gothic",sans-serif; font-size:8pt'>Level
 8, </span></span></span><span style='font-size:8pt; font-family:"Century Gothic",sans-serif'>Wisma E&amp;C, No 2, Lorong Dungun Kiri, Damansara Heights, 50490, Kuala Lumpur, Malaysia</span></font><br>
<font style="font-size:15px; color:rgb(33,33,33); font-family:Calibri,Arial,Helvetica,sans-serif"><span style='font-size:8pt; font-family:"Century Gothic",sans-serif'>tel </span><span style="font-size:10pt; font-family:Helvetica,sans-serif"><span style='color:rgb(33,33,33); font-family:"Century Gothic",sans-serif; font-size:8pt'>+6
 03 2720 8604</span></span><span style='font-size:8pt; font-family:"Century Gothic",sans-serif'> | ext 204 | fax +6 03 2726 2947 </span></font>
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<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<strong>Sent:</strong> Thursday, January 21, 2021 4:18 PM<br>
<strong>To:</strong> Rockie Yeo &lt;[email-masked]&gt;<br>
<strong>Subject:</strong> Re: Virtual App Support - Les Mills</div>
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<div>Hi Rockie Yeo,</div>
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<div dir="ltr">Thank you for reaching out to us, </div>
<div dir="ltr">​<br>
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<div dir="ltr">Could you please confirm which program was scheduled and what was the time? </div>
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<div dir="ltr">Also, did they receive any error message on the Virtual app or the display unit? If yes, a photo of the error would be helpful.</div>
<div dir="ltr">​</div>
<div dir="ltr">Looking forward to your reply soon. </div>
<div dir="ltr">​</div>
<div dir="ltr">Best Regards,</div>
<div dir="ltr">Pritish</div>
<div dir="ltr">Customer Services</div>
<div dir="ltr">Les Mills Virtual App<br>
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Ticket: <a href="https://apc01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fimmersivesupport.lesmills.com%2Fhelpdesk%2Ftickets%2F4247&amp;data=04%7C01%7Cpfeiffer.chan%40virginactive.com.sg%7Cad3d2edae6e149815c9508d8be495441%7C323ed017e5064d31827e5686f5130675%7C1%7C0%7C637468569457851833%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C2000&amp;sdata=hQ7lOMAjzPyDAi%2BR0wW21cQYtSz0ftJ8mYg0ZFmrJ4c%3D&amp;reserved=0" rel="noreferrer">
 https://immersivesupport.lesmills.com/helpdesk/tickets/4247</a> </div>
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<blockquote class="x_freshdesk_quote">On Thu, 21 Jan at 8:55 PM <span class="x_separator">
, Rockie Yeo &lt;[email-masked]&gt; wrote: 
<div style="font-family:Helvetica Neue,Helvetica,Arial,sans-serif; font-size:13px">
<h2>Submitted data</h2>
<div>The following data was submitted.</div>
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<table class="x_table">
<thead>
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<th>Field name</th>
<th>Submitted data</th>
</tr>
</thead>
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<tr>
<th>Email address</th>
<td>[email-masked]</td>
</tr>
<tr>
<th>your name</th>
<td>Rockie</td>
</tr>
<tr>
<th>country</th>
<td>Singapore</td>
</tr>
<tr>
<th>Text box</th>
<td>Virtual app timing issue.</td>
</tr>
<tr>
<th>Question</th>
<td>I need technical support</td>
</tr>
<tr>
<th>Customer</th>
<td>Yes</td>
</tr>
<tr>
<th>Username</th>
<td>246906</td>
</tr>
<tr>
<th>Phone</th>
<td>+60122671319</td>
</tr>
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<th>Comments</th>
<td>My client virgin active marina one 246906 scheduled virtual class, however program not running as per time set, can I check what are the possible issues occurred here? Please advice, thanks</td>
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<tr>
<th>utm_source</th>
<td></td>
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<th>utm_campaign</th>
<td></td>
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<th>utm_medium</th>
<td></td>
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<th>utm_code</th>
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<th>Last_Name</th>
<td></td>
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<img alt="" width="1" height="1" src="https://u6876362.ct.sendgrid.net/wf/open?upn=r3XecG9Oeir8G6iSrKDq5JRPkH0CFsrEeuRlqoo76keFr743w5lz-2FzxUzmsWhHIYKpyaLCQBPxejqXxjbzoDzN85d4GeVkoAZvF7kHyRN6x2rtY8rbW4ZChlSsM3btK04esQGvSmOVuxE6TKxgphg9rQS-2Fc-2BbRt8Q89TDbqfZjrpdLilvp-2Bvp4IKCWmrgxCcQW2fgYgfjwWiAQWCZl5CoDhQEkBt1d4IcBURooih7zDBk1w2Xif5QQSfDGjg8ZqufANdMCyn-2B6Y8h9pxQgGRaA-3D-3D" class="fr-fic fr-dii" style="height:1px!important; width:1px!important; border-width:0px!important; padding:0px!important">
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</blockquote></div>  https://immersivesupport.lesmills.com/helpdesk/tickets/4247