Subject: New Reply Received - Virtual App Support - Les Mills
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Fri, 22 Jan 2021 04:34:05 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Virtual App Support - Les Mills  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Thanks Charlotte for responding.</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Leo – can you please take it from here what did you do manually? Thanks.</span></div>
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<div>From:<span lang="EN-US"> Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> Friday, 22 January 2021 10:55 AM<br>
<b>To:</b> [email-masked]<br>
<b>Cc:</b> [email-masked]; Pfeiffer Chan &lt;[email-masked]&gt;; [email-masked]; Leo Saw &lt;[email-masked]&gt;; Harmen Potgieter &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Virtual App Support - Les Mills</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Pfeiffer,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Olesia is offline at the moment so I thought I would reply. Could you explain what you mean by manually reset please?  For example, did you turn the projector on with the
 remote or unplug the adapter and plug it back in? From our end it appears the class was playing, so it looks like a piece of equipment has failed.  A bit more detail on what you did to recover the class will help us diagnose where the fault lies.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Many thanks</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Charlotte<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%7C7e6bae7e66134e4eea9608d8be811f78%7C323ed017e5064d31827e5686f5130675%7C1%7C0%7C637468809085355017%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&amp;sdata=gBFJhLgXOMTPmpcrG%2FC9eGzWbevRC6L2x20AVvqy3bQ%3D&amp;reserved=0" rel="noreferrer">
https://immersivesupport.lesmills.com/helpdesk/tickets/4247</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Fri, 22 Jan at 1:47 PM
<span class="separator">, Pfeiffer Chan &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#212121'>Hi Olesia,</span><span style="color:#212121"></span>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#212121'>Thank you very much for the quick reply.</span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#212121'>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.</span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#212121'>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.</span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#212121'>Many thanks.</span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#212121'>Pfeiffer</span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#212121'>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.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Get
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Outlook for Android</a> </span></div>
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<div class="MsoNormal" style="margin-bottom:12.0pt"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>From: Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<strong><span style='font-family:"Helvetica",sans-serif'>Sent:</span></strong> Friday, 22 January 2021, 04:15<br>
<strong><span style='font-family:"Helvetica",sans-serif'>To:</span></strong> <a href="mailto:[email-masked]" rel="noreferrer">
[email-masked]</a><br>
<strong><span style='font-family:"Helvetica",sans-serif'>Cc:</span></strong> <a href="mailto:[email-masked]" rel="noreferrer">
[email-masked]</a>; Pfeiffer Chan<br>
<strong><span style='font-family:"Helvetica",sans-serif'>Subject:</span></strong> Re: Virtual App Support - Les Mills</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Rockie,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for your quick reply and screenshot.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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.</span></div>
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Could you please elaborate on what is wrong with Virtual class RPM 82.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Kind regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App</span></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%7C7e6bae7e66134e4eea9608d8be811f78%7C323ed017e5064d31827e5686f5130675%7C1%7C0%7C637468809085365011%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&amp;sdata=fUmoe6ZaO8WzN0HirU7lVUcePjACpumIrjYCHJb9PdI%3D&amp;reserved=0" rel="noreferrer">
https://immersivesupport.lesmills.com/helpdesk/tickets/4247</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Fri, 22 Jan at 2:33 AM
<span class="separator">, Rockie Yeo &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote: 
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<div class="MsoNormal"><span style="font-size:12.0pt;color:black">Hi Pritish,</span></div>
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<div class="MsoNormal"><span style="font-size:12.0pt;color:black">Please refer to the attachment.</span></div>
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<span style='font-size:9.0pt;font-family:"Century Gothic",sans-serif;color:#212121'>Best Regards,</span><span style="font-size:11.5pt;color:#212121">
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<strong><span style='font-size:9.0pt;font-family:"Century Gothic",sans-serif;color:#212121'>Rockie Yeo</span></strong><span style='font-size:9.0pt;font-family:"Century Gothic",sans-serif;color:#212121'> | Launch Coach (South East Asia) </span><span style="font-size:10.0pt;color:black"><br>
</span><span style='font-size:8.0pt;font-family:"Century Gothic",sans-serif;color:#212121'>Les Mills Asia Pacific - Malaysia |
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a></span><span style="font-size:10.0pt;color:black"><br>
</span><span style='font-size:8.0pt;font-family:"Century Gothic",sans-serif;color:#212121'>Unit 8.02, Level 8, </span><span style='font-size:8.0pt;font-family:"Century Gothic",sans-serif;color:#212121'>Wisma E&amp;C, No 2, Lorong Dungun Kiri, Damansara Heights,
 50490, Kuala Lumpur, Malaysia</span><span style="font-size:10.0pt;color:black"><br>
</span><span style='font-size:8.0pt;font-family:"Century Gothic",sans-serif;color:#212121'>tel </span><span style='font-size:8.0pt;font-family:"Century Gothic",sans-serif;color:#212121'>+6 03 2720 8604</span><span style='font-size:8.0pt;font-family:"Century Gothic",sans-serif;color:#212121'> |
 ext 204 | fax +6 03 2726 2947 </span><span style="font-size:10.0pt;color:black">
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<span style='font-size:8.0pt;font-family:"Century Gothic",sans-serif;color:#212121'>mobile +6 019 754 1319 | </span><span style='font-size:8.0pt;font-family:"Century Gothic",sans-serif;color:#212121'><a href="https://apc01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.lesmills.com.au%2F&amp;data=04%7C01%7Cpfeiffer.chan%40virginactive.com.sg%7C7e6bae7e66134e4eea9608d8be811f78%7C323ed017e5064d31827e5686f5130675%7C1%7C0%7C637468809085365011%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&amp;sdata=Ncjz4zI%2Ffw3jGLeQN0JAErDW8Ow9h88k9ZxFuSYNRpA%3D&amp;reserved=0" rel="noreferrer">www.lesmills.com.au</a></span><span style="font-size:12.0pt;color:black">
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<strong><span style='font-size:8.0pt;font-family:"Century Gothic",sans-serif;color:#757B80;background:white'>BODYATTACK®, BODYBALANCE®, BODYCOMBAT®, BODYJAM®, BODYPUMP®, BODYSTEP®, BORN TO MOVE®, CLUB COUNT®, CXWORX®,  IMMERSIVE FITNESS®,
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>From: Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<strong><span style='font-family:"Helvetica",sans-serif'>Sent:</span></strong> Thursday, January 21, 2021 4:18 PM<br>
<strong><span style='font-family:"Helvetica",sans-serif'>To:</span></strong> Rockie Yeo &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<strong><span style='font-family:"Helvetica",sans-serif'>Subject:</span></strong> Re: Virtual App Support - Les Mills</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Rockie Yeo,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for reaching out to us, </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Could you please confirm which program was scheduled and what was the time? </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Looking forward to your reply soon. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Best Regards,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Pritish</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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%7C7e6bae7e66134e4eea9608d8be811f78%7C323ed017e5064d31827e5686f5130675%7C1%7C0%7C637468809085385000%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&amp;sdata=s715pLRwS0yksnmOJ5I9RBqWgD6xKaNTSV%2B7OB6RVtw%3D&amp;reserved=0" rel="noreferrer">
 https://immersivesupport.lesmills.com/helpdesk/tickets/4247</a> </span></div>
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<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white'>4247:859387</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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</blockquote></div>  https://immersivesupport.lesmills.com/helpdesk/tickets/4247