Subject: New Reply Received - The trip live issue
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 29 Jun 2022 09:54:54 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  The trip live issue  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span lang="EN-US">Julie, </span></div>
<div class="MsoNormal"><span lang="EN-US"> </span></div>
<div class="MsoNormal"><span lang="EN-US">I just checked and the issue is resolved, thanks for the quick response. </span></div>
<div class="MsoNormal"><span lang="EN-US"> </span></div>
<div class="MsoNormal"><span lang="EN-US">However, I would appreciate it if from now on, when you and I are dealing with an issue you don't put the client in the middle of it. There is no need for it and it just makes us look bad.  </span></div>
<div class="MsoNormal"><span lang="EN-US">Also, I don't appreciate you saying I should be more proactive, again in front of the client. </span></div>
<div class="MsoNormal"><span lang="EN-US">I know perfectly what the protocol is and I only contact you when I have done all the troubleshooting and used up all possibilities. </span></div>
<div class="MsoNormal"><span lang="EN-US"> </span></div>
<div class="MsoNormal">Hope you understand.</div>
<div class="MsoNormal">Thanks, </div>
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<b><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:black;background:white'>Marc Raya</span></b><b><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:black'> </span></b><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:gray'>| </span><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:gray;background:white'>Customer Experience</span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:gray'> | </span><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:gray;background:white'>AEFA LES MILLS</span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:gray'> | </span><u><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:#0563c1;background:white'><a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a></span></u><u><span style="font-size:9.0pt;color:#0563c1;background:white"><br></span></u><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:#7f7f7f;background:white'>c/ Immaculada, 23  |  08017 Barcelona  |  Telf. 670.357.907  |  Telf. 932 124 613  |</span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:gray'> </span><u><span style="font-size:9.0pt;color:#0563c1;background:white"><a href="http://www.lesmills.es/" rel="noreferrer"><span style='font-family:"Arial",sans-serif;color:#0563c1'>www.lesmills.es</span></a></span></u><u><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:#0563c1;background:white'> </span></u>
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<i><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:gray;background:white'>Comunícate con nosotros de 9 a 18h (lunes a jueves) y de 9 a 15h (viernes)</span></i><span style="color:#1f497d"> </span>
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<a href="https://www.lesmills.es/clubs/marketing-studio/" rel="noreferrer"><span style="text-decoration:none"><img width="589" height="147" style="width:6.1354in;height:1.5312in" id="Imagen_x0020_1" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYxMjg5NzgwODUsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.g75f_sd5lELTuV0dUu9ni7kIJVlX-1RObMiULqHb3m0" data-id="36128978085"></span></a><span style="color:#1f497d"></span>
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<div class="MsoNormal"><i><span style="font-size:9.0pt;color:gray"> “La información contenida en este mensaje y/o archivo(s) adjunto(s), enviada desde AEFA-LES MILLS SLU, es confidencial/privilegiada y está destinada a ser leída sólo por la(s) persona(s) a la(s) que va dirigida. Le recordamos que sus datos han sido incorporados en el sistema de tratamiento de AEFA-LES MILLS SLU y que siempre y cuando se cumplan los requisitos exigidos por la normativa, usted podrá ejercer sus derechos de acceso, rectificación, limitación de tratamiento, supresión (“derecho al olvido”), portabilidad, oposición y revocación, en los términos que establece la normativa vigente y aplicable en materia de protección de datos, dirigiendo su petición a la dirección postal Inmaculada, 23 08017, Barcelona o bien a través de correo electrónico <a href="mailto:[email-masked]" rel="noreferrer"><span style="color:gray">[email-masked]</span></a> Si usted lee este mensaje y no es el destinatario señalado, el empleado o el agente responsable de entregar el mensaje al destinatario, o ha recibido esta comunicación por error, le informamos que está totalmente prohibida, y puede ser ilegal, cualquier divulgación, distribución o reproducción de esta comunicación, y le rogamos que nos lo notifique inmediatamente y nos devuelva el mensaje original a la dirección arriba mencionada. Gracias”.</span></i></div>
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<b>De:</b> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; <br><b>Enviado el:</b> miércoles, 29 de junio de 2022 5:30<br><b>Para:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br><b>CC:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>; <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>; <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br><b>Asunto:</b> Re: The trip live issue</div>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi All,</span></div></div>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We believe we have sorted out the issue. We have pushed out a re-supply for THE TRIP Live 23 which should force all customers to download the correct video.</span></div></div>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I know sometimes the ‘push’ doesn’t work for all customers. So if it hasn’t automatically been updated, please force the re-download using the method I stated below via Manage Downloads.</span></div></div>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thanks!</span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5736" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5736</a></span></div></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>                           Encendido                            Mié., 29 Jun. a las  7:17 A. M.                            <span class="separator">,  Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;  escribió:                            </span></span><span class="separator"></span>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi there,</span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​</span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Yes, we have escalated. Thanks!</span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5736" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5736</a> </span></div></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>                           Encendido                            Mié., 29 Jun. a las  3:34 A. M.                            <span class="separator">,  NOEMI &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;  escribió:                            </span></span><span class="separator"></span>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hello Julie,</span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Yes, as we told you, we did a week ago any of the troubleshooting you request before asking for help, cause we know your procedures as we had some other issues in the past with your system. We would be very grateful if is it possible to move forward as now we all know that the issue is on your side.</span></div></div>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We would need to re-launch the class this friday (10 days after we cancelled).</span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thanks</span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Sergio Azlor</span></div></div>
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<div class="MsoNormal" style="margin-bottom:12.0pt"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>TREND FITNESS 24/7</span></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Enviado desde mi iPhone</span></div></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span></div>
<blockquote style="margin-top:5.0pt;margin-bottom:5.0pt"><div class="MsoNormal" style="margin-bottom:12.0pt"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>El 28 jun 2022, a las 16:48, Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; escribió:</span></div></blockquote>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Marc,</span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​</span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We understand the issue, but we are unable to replicate this, therefore we need to go through every possible troubleshooting option before we bring this to another team to sort out, as they will ask for the results of the actions we've listed prior. If the club has already gone through these actions before reaching out to us, that is helpful information to know so we can get a solution faster. We understand it is frustrating to have an issue go on for over a week, so perhaps in the future you can be more proactive in helping troubleshoot as you are in the same time zone, and now know some of the troubleshooting items we request from the partners. At the very least, you can let us know if you have already done any of the troubleshooting so we can bypass that and find a solution. </span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​</span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I'll alert the content team that this is a problem and that we have tried all possibilities to solve on our end.</span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​</span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thanks, </span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Julie</span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5736" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5736</a> </span></div></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>                           Encendido                            Mar., 28 Jun. a las  9:05 P. M.                            <span class="separator">,  Marc &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;  escribió:                            </span></span><span class="separator"></span>
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<div><div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hello, </span></div></div>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>The club has reported that they have downloaded again the videos but nothing changed. </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I’ve just recorded a video and it’s easy: I played TRIP LIVE 23 and it shows “TRIP 27”. I also removed the videos and downloaded again. </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>You can download my video by clicking the link: <a href="https://we.tl/t-SL9H7bmZiP" rel="noreferrer">https://we.tl/t-SL9H7bmZiP</a></span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>It’s nearly one week since the club reported this issue. We need to solve this problems faster because the service we are delivering is not good. </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>They need to know if they will be able to launch on Friday or not. </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thanks, </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<strong><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:black;background:white'>Marc Raya</span></strong><strong><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:black'> </span></strong><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:gray'>| </span><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:gray;background:white'>Customer Experience</span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:gray'> | </span><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:gray;background:white'>AEFA LES MILLS</span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:gray'> | </span><u><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:#0563c1;background:white'><a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a></span></u><u><span style='font-size:9.0pt;font-family:"Helvetica",sans-serif;color:#0563c1;background:white'><br></span></u><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:#7f7f7f;background:white'>c/ Immaculada, 23  |  08017 Barcelona  |  Telf. 670.357.907  |  Telf. 932 124 613  |</span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:gray'> </span><u><span style='font-size:9.0pt;font-family:"Helvetica",sans-serif;color:#0563c1;background:white'><a href="http://www.lesmills.es/" rel="noreferrer"><span style='font-family:"Arial",sans-serif;color:#0563c1'>www.lesmills.es</span></a></span></u><u><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:#0563c1;background:white'> </span></u><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span>
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<em><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:gray;background:white'>Comunícate con nosotros de 9 a 18h (lunes a jueves) y de 9 a 15h (viernes)</span></em><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#1f497d'> </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span>
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<div style="margin-bottom:12.0pt"><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="https://www.lesmills.es/clubs/marketing-studio/" rel="noreferrer"><span style="text-decoration:none"><img width="589" height="147" style="width:6.1354in;height:1.5312in" id="_x0000_i1025" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYxMjg4NDY5MDAsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ._yyVGSCdL2VSC_W-FFFdDIdiltcjoXCUdsm4BYrOZMs"></span></a></span></div></div>
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<em><span style='font-size:9.0pt;font-family:"Helvetica",sans-serif;color:gray'> “La información contenida en este mensaje y/o archivo(s) adjunto(s), enviada desde AEFA-LES MILLS SLU, es confidencial/privilegiada y está destinada a ser leída sólo por la(s) persona(s) a la(s) que va dirigida. Le recordamos que sus datos han sido incorporados en el sistema de tratamiento de AEFA-LES MILLS SLU y que siempre y cuando se cumplan los requisitos exigidos por la normativa, usted podrá ejercer sus derechos de acceso, rectificación, limitación de tratamiento, supresión (“derecho al olvido”), portabilidad, oposición y revocación, en los términos que establece la normativa vigente y aplicable en materia de protección de datos, dirigiendo su petición a la dirección postal Inmaculada, 23 08017, Barcelona o bien a través de correo electrónico <a href="mailto:[email-masked]" rel="noreferrer"><span style="color:gray">[email-masked]</span></a> Si usted lee este mensaje y no es el destinatario señalado, el empleado o el agente responsable de entregar el mensaje al destinatario, o ha recibido esta comunicación por error, le informamos que está totalmente prohibida, y puede ser ilegal, cualquier divulgación, distribución o reproducción de esta comunicación, y le rogamos que nos lo notifique inmediatamente y nos devuelva el mensaje original a la dirección arriba mencionada. Gracias”.</span></em><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<strong><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>De:</span></strong><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br><strong><span style='font-family:"Helvetica",sans-serif'>Enviado el:</span></strong> martes, 28 de junio de 2022 5:01<br><strong><span style='font-family:"Helvetica",sans-serif'>Para:</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><br><strong><span style='font-family:"Helvetica",sans-serif'>Asunto:</span></strong> Re: The trip live issue</span>
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<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi ​<span style="color:#183247">Sergio</span>,</span></div></div></div>
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<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​Thank you for your reply.</span></div></div></div>
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<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We will wait for a good news.</span></div></div></div>
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<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Kind regards,</span></div></div></div>
<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Olesia<br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5736" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5736</a></span></div></div></div>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Encendido Mar., 28 Jun. a las 10:35 A. M. <span class="separator">, NOEMI &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; escribió: </span></span></div></div>
<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Julie. We will try to remove and re-download again in 9 hours (now is 00:35 here) and back to you.</span></div></div></div>
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<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thanks!</span></div></div></div>
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<div style="margin-bottom:12.0pt"><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Sergio</span></div></div>
<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Enviado desde mi iPhone</span></div></div></div>
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<blockquote style="margin-top:5.0pt;margin-bottom:5.0pt"><div style="margin-bottom:12.0pt"><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>El 28 jun 2022, a las 0:08, Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; escribió:</span></div></div></blockquote>
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<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi,</span></div></div></div>
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<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Yes, we understand the issue. Does it still persist when you remove the virtual downloads and re-download? What happens when you remove TRIP Live 27 from your library? </span></div></div></div>
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<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>You are the only partner reporting this issue, so we want to be sure we are going through every possible step before we escalate this. ​</span></div></div></div>
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<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thanks!</span></div></div></div>
<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Julie<br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5736" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5736</a> </span></div></div></div>
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</div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5736