Subject: FW: Les Mills - How to deal with Playback Errors
From: Deeksha Dadu <[email-masked]>
To: Arjun LSM AJ <[email-masked]>
Cc: "Pritish Nandi (LSM)" <[email-masked]>
Date: Fri, 22 Nov 2019 10:28:07 +0000

Hi AJ,

Pritish sent an email yesterday with a solution to exactly the same problem and yet you have sent a different response to this customer. Charlotte also pointed out that the same response that Pritish had suggested should have been sent. Are you checking Pritish’s emails at all? If yes, how come you sent an incorrect response? This is very concerning. Can you please explain this?

 If you are not, then please make sure that you check ALL emails as soon as you come in before you start working.

https://lesmillsvirtualapp.freshdesk.com/a/tickets/2986

Regards,
Deeksha

From: Pritish Nandi <[email-masked]<mailto:[email-masked]>>
Date: Thursday, 21 November 2019 at 5:01 PM
To: Anush Saxena <[email-masked]<mailto:[email-masked]>>, Apoorv Joshi <[email-masked]<mailto:[email-masked]>>, Arjun LSM AJ <[email-masked]<mailto:[email-masked]>>, Bharat Sharma <[email-masked]<mailto:[email-masked]>>, Jorge Mendoza <[email-masked]<mailto:[email-masked]>>, Katherina Westner <[email-masked]<mailto:[email-masked]>>, Maksim Semenov <[email-masked]<mailto:[email-masked]>>, Nikhil Mittal <[email-masked]<mailto:[email-masked]>>, Olesia Dhas <[email-masked]<mailto:[email-masked]>>, Rajdeep Pooni <[email-masked]<mailto:[email-masked]>>, tasuku yamamoto <[email-masked]<mailto:[email-masked]>>, Adithya Srivastava <[email-masked]<mailto:[email-masked]>>
Cc: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>, Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Subject: Les Mills - How to deal with Playback Errors

Hi Team,

If the customer reports any error message like the below or you find any playback errors in Kibana then please proceed with the solution below -

Situation - Error Message -

Drafted Response -

Hi (Customer Name),
​
Thank you for reaching out to us.
​
We are sorry to learn about the issues.
​
Could you please ask the club to follow the link below and perform some troubleshooting steps to resolve the issue.

https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000195633-i-m-experiencing-app-issues-what-are-my-initial-troubleshooting-steps-

Also, could you please confirm if it is happening with all classes or some specific classes?

Looking forward to your reply soon.

Regards,

Reference Ticket -  https://lesmillsvirtualapp.freshdesk.com/a/tickets/2980

Regards,
Pritish Nandi