Subject: Les Mills Ticket #2368
From: Pritish Nandi <[email-masked]>
To: deeksha <[email-masked]>
Date: Thu, 6 Jun 2019 00:54:04 -0700 (MST)

Hi Deeksha, 

Attached is the call and PFB the summary of the call. Agent is not at fault as per the call however he has missed to sent the solution link "what are the steps to activate my account for the first time", which should have been done. 

Call Summary- 

Customer called in to complaint that they have an Welcome email from les Mills where it is asking them to sign in and setup the virtual. However, they are unable to login to the account. They have tried it multiple times however still they ate unable to get it to work. 

Agent asked which link they are trying to log in. However customer was not sure so the agent asked the customer to type https://uk.lesmillsvirtual.com/virtual/login and then click on New User tab. Asked them to put the username they have received in the email and also the password. Firstly the customer was facing issues browsing the website however she managed to correct the spelling and get on to the Signup page. But when she typed the username and password she received a error login failed. Customer was unsure if the password has a zero or "O" in it. She was trying hard however all attempts were failed. 

Agent asked to spell out the password so that he can note it down (Temp Password -Tp0#DnHcf0nl). Agent tried the password combination however it did not work. He said he tried 4 combinations with zero and "O" but it did not work. 

Agent said he will escalate it to the development team to get them a new password. Informed about the ticket which was created already. Agent asked for the CXM and it was Christian. She was very frustrated and wanted to get it work. Agent assured that the team will look into it and the customer thanked the agent and the call was ended. 

Regards, 
Pritish Nandi