Subject: Lesmills complaints and updates
From: Deeksha Dadu <[email-masked]>
To: "[email-masked]" <[email-masked]>, Arjun LSM AJ <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, Apoorv Joshi <[email-masked]>
Cc: "Pritish Nandi (LSM)" <[email-masked]>
Date: Wed, 11 Sep 2019 10:09:35 +0000

Hi guys,

I had a call with Charlotte this morning. Few complaints she pointed out:

  1.  You guys are sending too many solutions in one reply. She has mentioned this earlier as well that we MUST NOT send more than 3 solutions in one reply then why are you guys bombarding the customer with so many things at a time? Not acceptable and must not happen again please. Below is one of the examples she has sent. Also, in this ticket, wrong guide was attached. That kind of carelessness CANNOT happen again under any circumstances

Too many solutions and wrong guide attached:
https://lesmillsvirtualapp.freshdesk.com/a/tickets/2736

2. There are many cases wherein the issue was too complicated to be handled at level 1 and we did not escalate them to Charlotte. Below being one example. AV advanced issues specially must be escalated to Charlotte after initial probing/troubleshooting.

This is a level 2 question:
https://lesmillsvirtualapp.freshdesk.com/a/tickets/2730

3. This is an update: Apple launched a new iOS for iPad. We do not want the customers to update their iOS just yet. Les Mills will be releasing a new build of Les Mills Virtual which is compatible with new iOS for iPad. In the mean time please inform customers to refrain from updating their iOS. This information should be shared proactively with customers, however, only wherever applicable.

If anyone has any questions around any of these, please email me and speak with Pritish.

@ Pritish: please explain all these points to everyone in the team. Thanks

Regards,
Deeksha