Subject: New Reply Received - LM virtual timetable
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 25 May 2021 06:53:59 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  LM virtual timetable  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US">Thanks for the follow up email Olesia.</span></div>
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<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US">I have forwarded it to the club and wait today for their answer.</span></div>
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<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US">Have a nice day,</span></div>
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<span lang="EN-US">Best regards,<br>
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</span><a href="http://www.lesmills.nl/" rel="noreferrer"><span style="text-decoration:none"><img width="200" height="26" style="width:2.0833in;height:.2708in" id="_x0000_i1044" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwOTMzMTc3NTgsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ._z5Ccj8nzDY1VRRTlH8NiAz2eNKjB17qtQrSlaaxJaY"></span></a><span lang="EN-US"><br>
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<b>Pierre Tromp</b><br>
<i>Club Performance Coördinator</i><br>
</span><a href="https://www.facebook.com/LesMillsNetherlandsBelgium" rel="noreferrer"><span style="text-decoration:none"><img width="24" height="24" style="width:.25in;height:.25in" id="_x0000_i1043" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwOTMzMTc3NTksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.S0RsECsfrzx6nBip66raJYKCkZ4FE4eVNnevTbANs-M"></span></a><span lang="EN-US"> 
</span><a href="https://www.instagram.com/lesmillsnlbe" rel="noreferrer"><span style="text-decoration:none"><img width="24" height="24" style="width:.25in;height:.25in" id="_x0000_i1042" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwOTMzMTc3NjAsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.h6DxHR_NdtFHKytCGthqW2YKypm2sz3TnXbJYU8JObI"></span></a><span lang="EN-US"> 
</span><a href="https://www.linkedin.com/company/hdd-group-les-mills" rel="noreferrer"><span style="text-decoration:none"><img width="24" height="24" style="width:.25in;height:.25in" id="_x0000_i1041" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwOTMzMTc3NjEsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.JMMCciooqu6pm9WgqbGAoh8gwDvOTbuhSHgUvxNFpb4"></span></a><span lang="EN-US"><br>
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Elzenweg 37<br>
5144 MB Waalwijk<br>
The Netherlands<br>
Web: </span><a href="http://www.lesmills.nl" rel="noreferrer"><span lang="EN-US">www.lesmills.nl</span></a><span lang="EN-US"><br>
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</span><img width="227" height="25" style="width:2.3645in;height:.2604in" id="_x0000_i1040" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwOTMzMTc3NjIsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.e_4Nh3F1bdVxheP4agXIL40G8IE0DL2umxj_mvQfrnE"><span lang="EN-US"><br>
</span><a href="https://contact.lesmills.com/why_grit" rel="noreferrer"><span style="text-decoration:none"><img width="650" height="150" style="width:6.7708in;height:1.5625in" id="_x0000_i1039" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwOTMzMTc3NjMsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.gOB8GfQaF2-7PB8-KEQCreKoPJ1sM-2N02z1famyQz8"></span></a><span lang="EN-US"></span>
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<div class="freshdesk_quote"><blockquote class="freshdesk_quote">
<div>Van: Les Mills International &lt;[email-masked]&gt;
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<b>Verzonden:</b> maandag 24 mei 2021 20:49<br>
<b>Aan:</b> Pierre Tromp &lt;[email-masked]&gt;<br>
<b>Onderwerp:</b> Re: LM virtual timetable</div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Hi Pierre,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Thins is a quick follow up email.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>We ran some checks and found that 2 downloads failed to load. Please share the following article with the Club to resolve this issue.:</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000197115-the-refresh-button-has-appeared-in-the-downloading-in-progress-tab" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000197115-the-refresh-button-has-appeared-in-the-downloading-in-progress-tab</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Also, advise the customer to update their app version to the latest 1.14.1 in Spinningzaal as it is very old.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>We are going to close this ticket for now. But anytime you need our help please feel free to contact us.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>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/4556" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4556</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>On Fri, 21 May at 12:31 AM
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Hi Pierre,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Thank you for your response.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>I can see according to the video that Night Scheduled Downloads toggled to green (on).
<span style="color:black">When this is setup downloads will only occur between 1am and 5am.</span> </span></div>
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Could you please advise this customer the following steps: within the App, go to 'Settings', 'Manage downloads'. Set the Night scheduled Downloads toggle to gray (off).</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Please let us know if you need any further assistance from us.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>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/4556" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4556</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>On Tue, 18 May at 9:03 PM
<span class="separator">, Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Hi Pierre,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Thank you for your reply again.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>As per the investigation it seems that the studios were deleted from the scheduler via Settings&gt;&gt;Manage Device option. For example:</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>You can click on the "Pencil" Icon to edit the studio and also get an option to remove it. If you do click on remove the studio will be removed alomng with all the classes
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'><img id="_x0000_i1026" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwOTI3NTEzOTMsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.Or29UHX7qUFCrjiKxhlOUTIJcHFQfjPzVZusmcp8qWk"></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>There is no way to revert back to previous time table so the customerhas top manually add all the classes to the scheduler or Play an On Demamd class when required.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Do let me know if you need help with anything else. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Best Regards,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Pritish</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Customer Services </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>​Les Mills Virtual App</span></div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4556" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4556</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>On Tue, 18 May at 8:20 PM
<span class="separator">, Pierre Tromp &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif;mso-fareast-language:EN-US'>Goodmorning Olesia and colleagues,</span></div>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue",serif;mso-fareast-language:EN-US'>Because of the opening of the clubs in The Netherlands tomorrow morning, the issue below needs high priority. Is it possible to get
 back to me with and answer/solution before 12 o’clock CET?</span><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue",serif;mso-fareast-language:EN-US'>It times a lot of time to put in all the classes manually, that’s why they need this time in case the problem can’t be solved.</span><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue",serif;mso-fareast-language:EN-US'>Thanks in advance,</span><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Best regards,<br>
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</span><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'><a href="http://www.lesmills.nl/" rel="noreferrer"><span style="text-decoration:none"><img width="200" height="26" style="width:2.0833in;height:.2708in" id="_x0000_i1027" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwOTI3NDc0OTQsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.3bYooqD8OczgJor5ei5OG0oNqcie8AK9kQ4vp_lxyHM"></span></a></span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue",serif'><br>
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<b>Pierre Tromp</b><br>
<i>Club Performance Coördinator</i><br>
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Elzenweg 37<br>
5144 MB Waalwijk<br>
The Netherlands<br>
Web: </span><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'><a href="http://www.lesmills.nl" rel="noreferrer"><span lang="EN-US">www.lesmills.nl</span></a></span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue",serif'><br>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Van: Pierre Tromp
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<b>Verzonden:</b> maandag 17 mei 2021 16:52<br>
<b>Aan:</b> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Onderwerp:</b> RE: LM virtual timetable</span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif;mso-fareast-language:EN-US'>Hi Olesia,</span><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue",serif;mso-fareast-language:EN-US'>Thank you for your reply.</span><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue",serif;mso-fareast-language:EN-US'>You are right that the club hasn’t held classes since January because of the lockdownsituation here since December 15<sup>th</sup>.
 I hope your colleagues can find and solve the problem for this club.</span><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue",serif;mso-fareast-language:EN-US'>Have a nice evening.</span><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Best regards,<br>
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</span><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'><a href="http://www.lesmills.nl/" rel="noreferrer"><span style="text-decoration:none"><img width="200" height="26" style="width:2.0833in;height:.2708in" id="_x0000_i1033" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwOTI3NDc0OTQsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.3bYooqD8OczgJor5ei5OG0oNqcie8AK9kQ4vp_lxyHM"></span></a></span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue",serif'><br>
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<b>Pierre Tromp</b><br>
<i>Club Performance Coördinator</i><br>
</span><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'><a href="https://www.facebook.com/LesMillsNetherlandsBelgium" rel="noreferrer"><span style="text-decoration:none"><img width="24" height="24" style="width:.25in;height:.25in" id="_x0000_i1034" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwOTI3NDc0OTUsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.74r0dy3Z7kU4OO-E-5T4WrFDLKkPhjF_Hc7xP6EFHVc"></span></a></span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue",serif'> 
</span><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'><a href="https://www.instagram.com/lesmillsnlbe" rel="noreferrer"><span style="text-decoration:none"><img width="24" height="24" style="width:.25in;height:.25in" id="_x0000_i1035" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwOTI3NDc0OTYsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.u5kbTu1LHU5GJmIpOQa9bg1dbJdqlZ_5EcxGWBLCgrM"></span></a></span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue",serif'> 
</span><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'><a href="https://www.linkedin.com/company/hdd-group-les-mills" rel="noreferrer"><span style="text-decoration:none"><img width="24" height="24" style="width:.25in;height:.25in" id="_x0000_i1036" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwOTI3NDc0OTcsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.3WtQ9ZPAtjGKGA_LTRTkIRVZw1sPSyb8UCZ-LLWFJLs"></span></a></span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue",serif'><br>
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Elzenweg 37<br>
5144 MB Waalwijk<br>
The Netherlands<br>
Web: </span><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'><a href="http://www.lesmills.nl" rel="noreferrer"><span lang="EN-US">www.lesmills.nl</span></a></span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue",serif'><br>
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</span><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'><a href="https://contact.lesmills.com/why_grit" rel="noreferrer"><span style="text-decoration:none"><img width="650" height="150" style="width:6.7708in;height:1.5625in" id="_x0000_i1038" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwOTI3NDc0OTksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ._1pCgnIAoLRYVG3p-VVJI9q18ZhqsuGM14_f19J2XCg"></span></a></span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue",serif'></span>
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<b><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Van:</span></b><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
<br>
<b>Verzonden:</b> maandag 17 mei 2021 16:31<br>
<b>Aan:</b> Pierre Tromp &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>CC:</b> Pierre Tromp &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;;
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br>
<b>Onderwerp:</b> Re: LM virtual timetable</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>It looks like the Club hasn't held classes since January 13, 2021. I checked the Scheduler and as of Feb 4, 2021, there are no classes Scheduled in both studios. I'm going
 to ask our Level 2 Team about this and I get back to you as soon as possible with an answer. According to my investigations, there is nothing that could remove classes from the Scheduler.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Best 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/4556" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4556</a></span></div>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4556