Message received: 14th January 2009

I just wanted to say what fantastic service you have provided to me, my fire arrived today, exactly what I was hoping it would be like, fantastic value for money. Many thanks and i will recommend you to my friends, Debra.

Message received: 3rd January 2009

Hi,  

Thank you for supplying the fire just in time for christmas. Excellent service and attention can be scarce nowadays.

Many Thanks

John

Message received: 15th December 2009

Many thanks indeed to your company for an excellent service.  We ordered a surround late on a Friday and it arrived just over one week later.  This was a  much faster time than any retailer was able to offer (one saying we would have to wait till early January for a delivery).

We need not have worried about the surround arriving damaged in any way as it was very securely packaged and the delivery man was very punctual, arriving early in the day.

THANK YOU VERY MUCH FOR PROVIDING AN EXCELLENT SERVICE – IT IS MUCH APPRECIATED THESE DAYS.

We are happy for you to use this as a testimonial on your site if you  like.

J and M Tuson, Enfield

Message received: 15th December 2009

Dear Direct Fireplaces,

I would just like to say how impressed I am with the service that I have received so far from your company.

I placed the above order by telephone on 2nd December 2009, and Caroline was very helpful, pleasant and patient.  She is the one who gives the 'first impression' of a company and she certainly gave a very good first impression to me.  

Once I had placed my order with her I immediately received confirmation of my order via e.mail from Adam.confirming my order details.  This promptness also gives a customer confidence in the company.

On the 8th December I received a further e.mail advising me that my order was ready for despatch and would be collected by Fragile Freight on 11th December.  This e.mail also contained full details of my order and payment status.

I have not received delivery yet so I cannot comment on that aspect of your service, but in every other respect, your customer service is excellent.

I had cause to contact your customer service team twice recently to confirm that I would be contacted by the courier before delivery to ensure that someone would be available to accept delivery, and I spoke to Ben and Terry who were both very helpful, pleasant and professional.

Customer Service is so important and good customer service gives the customer confidence in the company they are buying from, and Ben and Terry certainly represented your company excellently, and I would be pleased if you would pass on my thanks to them for their excellent service. 

I would also like to say thank you to Caroline for her help and assistance with my order, and to Adam for his prompt follow-up confirmation.

Hopefully I will be able to give a similar testament to Fragile Freight with regards delivery

Your company deserves to do well and could teach a lot of other companies a lot about Good Customer Service, and I would certainly recommend your company. 

Many Thanks to you all once again, have a great Christmas, I know that my son and his family will now thanks to you, also my grandaughter who is 9, has been wishing for this fire for 2 years because, as she says, it will ' fill the big hole in the wall' and we can sit in front of it and get warm !!!  Thank you Father Christmas !!!!   

Kind Regards

Mrs.Joan Whitehouse -    P.S. I have just received a telephone call from Fragile to say that they will be delivering the fire tomorrow Wednesday 16th December, so again many many thanks for your excellent 'all round' service.  

Message received: 14th December 2009

Hi

Would just like to say how pleased we are with the service received from your company. Fire and surround ordered and delivered in under a week. Will have no hesitation in recommending you in the future.

Thank you again

M Crosbie

Message received: 10th December 2009

Hi Adam,

Just wanted to say that the fireplace has been fitted and looks fantastic am very pleased, the quality and condition was perfect.

Susan

Message received: 9th December 2009

Dear Direct Fireplaces,
 
The Firefox 8 Wood Burning Stove has been safely delivered and unpacked.
 
I am delighted with it, the quality and detail finish are excellent!

Thank you for your first class service, prompt delivery and courteous help! 
 
Every best wish,

Ian carter

Message received: 4th December 2009

Dear Direct Fireplaces,

This order was delivered earlier this week and I wish to comment how impressed I was with the delivery firm that you used. I generally assume that delivery firms will be late and unhelpful but the firm you used here, SK Distribution, couldn't have been better. They called me the day before to say that they would arrive at 10am on Wednesday and to my surprise the arrived at exactly 10am on Wednesday, the driver carried the fireplace into my house for me and situated it in place and he couldn't have been more professional and polite.

As the delivery firms that you use are effectively your only contact with your customers, this firm has left me with a very positive impression of you.

Kind regards

David Cox

Message received: 3rd December 2009

Please thank Terry for all his hard work and effort in locating the Valor
fire I need.

Really appreciate the help and support

Will keep you posted.

Best wishes
Sarah Alexander

Message received:  2nd December 2009

Hi Adam & Mark.

Our Fire arrived this morning, right to front door, perfect, its on and we are chuffed.

Thanks David Rennie.

Message received: 18th November 2009

Once again, many thanks for your prompt service - the ashcan arrived today!
Regards,

Marie Alexander

Message received: 14th November 2009

Hi Adam

Just thought I should let you know the fire was installed this morning and is working beautifully.  I didn't write sooner, I wanted to wait until I knew there were no problems!

Thank you for your efforts to get it delivered.

Regards

Kath Eliot

Message received: 12th November 2009

I brought a fireplace a few weeks ago from you, and you provided a good service and now again you have helped me with my poor internet skills. I can only thank you.

Graham Paxton

Message received: 8th November 2009

I wish to say that the service I received from your company was second to none. From order to delivery I was looked after and cared for with great humour and kindness. Thank you so much. Hazel Coulthard.

Message received: 30th October 2009

Just wanted to thank you for the prompt delivery of my fireplace promised for Monday delivery at 9.00am and arrived at 9.10 am marvelous and we are delighted with the fireplace too. Just had it fitted at it looks as great.

Very satisfied customer

A Cliff

Message received: 30th October 2009

I would like to thank you for the speed and efficiency with which the replacement parts were sent. The fireplace is now in place, working and looks very good. Thank you to all concerned.
Rena Mensah

Message received: 30th October 2009

Just a short note to say we received our limestone fireplace yesterday and we are thoroughly delighted with it. It really is a beautiful fireplace and we would recommend your company to other people not just for the lovely fireplaces but your great prices and for your helpful staff on the phone (Ben) to arrange delivery and how quickly it came.

So many thanks again.

Mr & Mrs Reader
Leigh on sea
Essex

Message received:  22nd October 2009

Hi Adam

My apologies for not being around last week. I understand that the first fire sent was had couple of bits missing and you dealt with my Mother to order the replacement.

Many thanks for getting this sorted. I will certainly use you guys again if the time arises – Your service has been excellent.

Many thanks

Charlie Oakman

Message received: 19th October 2009

Thanks for all the help and advice given when choosing my gas fire. It is now installed, looks great and the cats and I love it!
Best wishes
Kate Thompson

Message received: 2nd October 2009

Hi Adam, Mark,

Many thanks for resolving my order issues and assisting me in changing my order due to issues with the supplier stock etc.

The Cartmel fireplace which we ordered instead, arrived as expected on time and in pristine condition. The fireplace has since been fitted and working perfectly. The fireplace looks wonderful.

I thank to you and your team with keeping updated and for the prompt communication throughout the order process.

Please could you advise?

Many Thanks and Kind Regards

Garry Plumb

Message received: 20th September 2009

Many thanks for your excellent delivery service. very pleased with the fireplace.

Thanks once again.

Chris Ainger

Message received: 18th September 2009

Thanks for a prompt delivery. Great service and product.

Yours sincerely,
Mr E.Foy

Message received: 24th August 2009

Hi Ben, Just letting you know the stove arrived as promised, and in perfect condition.
Thank for all your hard work, I shall recommend your guys to all.
Regards,

Joan

Message received: 19th August 2009

DEAR SIR / MADAM
COULD I THANK YOU FOR YOUR EXCELLENT SERVICE IN REGARD TO MY ORDER, I ORDERED IT ON THE 17TH
IT WAS DELIVERED ON THE 19th AT 1-30, THIS IS SERVICE OF THE FIRST ORDER.

YOURS FAITHFULLY
F. A. TUCKFIELD

Message received: 14th July 2009

Thank you very much for the fire and surround and for your help with the fire

Mr and Mrs K Parry


Message received: 6th July 2009

My fireplace was fitted yesterday and it looks fabulous. I dealt with Adam during the purchase and delivery stage and he was most helpful.

Thank you for a first class service.

Bob Nicholls

Message received: 2nd August 2009 

I've just had my Wychbury limestone fireplace which I purchased from yourselves. It looks lovely and I'm really pleased with it and well impressed with your service, received it with no hassle at all.

Thanks again, and should I need to deal with you again I would willingly do so without any doubts, I have praised you to all my friends because like I said the service was excellent.

Thank you,

Chris Hill

Message received: 14th July 2009

Thank you very much for the fire and surround and for yor help with the fire.

Mr and Mrs K. Parry

Message received: 6th July 2009

We are delighted with the product. Thank you once again.

Kind regards,

Jennifer Webb

Message received: 2nd July 2009

GREAT FIREPLACE (MADRID LIMESTONE)
GREAT SERVICE (MARK)
GREAT FITTING TEAM (DNA INSTALLATIONS)
GREAT PRICE = ONE VERY HAPPY CUSTOMER< /FONT > < /FONT >

MR T. REID

Message Received: 15th June 2009

Just to let you know the fire arrived this morning and looks great fitted into the surround, far better trhan the gas one we had before this. Anyone thinking of buying a fire with the l.e.d. flame effect do not hesitate, snap it up, it is absolutely brilliant! Many thanks for your help after my enquiry in getting the fireplace here, with regards from a very satisfied customer.

Message Received: 5th June 2009

Hi Ben,
Thanks for all your help in getting our stove to us in such good time. The delivery company could not have been more helpful and dead on time.
Thanks also to Mark in your sales team.

Best wishes
Lynn Bryant France

Message Received: 20th April 2009

Great Service from start to finish. Great looking fireplace. Would not hesitate to recommend you. Thanks very much

Andrew Pace

Message Received: 15th April 2009

Just to let you know my fireplace and fire is now completed and i am so happy with it. The fire is so effective and fireplace more than epected when you see it all put together thankyou for all your helps 

Sheila Mckale

Message Received: 12th March 2009

Dear Sirs
This is to confirm that I have received both part of the below order. I could not let this occasion pass without expressing my extreme satisfaction with the high standards of your Products and Services.

Your Website very informative with choice options well populated, the price very competitive, the online and telephone communications fast, polite, responsive and accurate. In addition, the willingness to go that extra mile to arrange delivery to suit my schedule was nothing less than commendable.

Message Received: 27th February 2009

I look forward to being able to use your services again and to anyone considering such supplies I would have no hesitation to highly recommend looking towards none other than your organisation
Best Regs

Joseph McKee

Message Received: 26th February 2009

Hello,

I just wanted to say a huge thank you for my fabulous fireplace. I placed an order with you a short time ago, the delivery and packaging was fantastic and I have today had a local specialist fit and install it all. It looks perfect and completes the room. I have a Victorian house and I ordered the Bedford wooden fire surround, cast iron Lytton insert and black granite hearth. I'm on the Isle of Wight and had no trouble receiving the goods last week.

Thanks again

Beverly Thomson

Message Received: 26th February 2009

Excellent service from start to finish
..thanks very much. Great driver from Paletline delivery too.
Would highly recommend your online service.
Regards.

Geraldine Evans

Message Received: 25th February 2009

After a slight delay due to my ordering an out of stock fire basket, the staff went out of their way to obtain one for me, and I received it in perfect condition next day!

Jeff Vernon

Message Received: 25th February 2009

Hi, I now have this fire installed and it is everything we were looking for in relation to quality, appearance and operation. I would like to thank everyone concerned. You have a very extensive range on an easily navigated site and your staff were very helpful with my queries. It is a big bonus to know that the price includes VAT and Shipping.

Thank you

Robert Shearer

Message Received: 5th February 2009 

Hi Simon,
I was given your name by Mark in your sales department as the chap responsible for putting customer testimonials up on your website, so here's mine!

I bought a surround, insert and hearth in December from Mark (who incidentally was incredibly helpful and helped me with all my installation questions as well as putting together a cracking deal) and he promised we'd get it about two weeks before christmas so it could be in and finished before our new carpets were fitted on the 18th. It actually arrived a day early - all good so far!

When I unpacked the surround I found it to be split in half and I said stuff like 'oh no,' and 'if I'd just bought it locally I could have taken it back,' and lots of other stuff like that! My partner phoned your office (as I was obviously unable to!) and spoke to someone else (who was also superb, but rather embarrasingly we neither of us can remember his name!!) She sent him a picture of the damage, and a few days later a replacement arrived and the damaged one was taken away. I then said stuff like 'I knew they were a good firm', and 'I said they could be trusted', and lots more stuff like that. We fitted it, I rang Mark for more free technical help (which he freely gave), the carpets went down as planned, and we had Christmas! (both days of it).

My point (yes, I do have one) is that anyone can buy and sell products on-line, but in my opinion the measure of how good a firm is, is how well they deal with something when it goes wrong. I can tell you I was impressed with your back-up service. Great product, Cracking price and even better service.

I have an Electrical retail business and deal with customers problems on a daily basis. Some of our best customers are people for whom things have gone disastrously wrong and we've put them right quickly and efficiently. Sometimes we even say sorry!

I understand the carrier who split my surround bringing it to me drove over it taking it back and finished it off. I hope that one got resolved!

Please say hello to Mark for me (He may remember me if you tell him it was the bloke from Bognor who phoned him a lot about an Agnews fireplace) and my apologies for taking so long to get in touch to thank you all, but I had something I was bidding on coming to an end on ebay and got distracted.

Please feel free to use any bits of the above for your customer testimonials box and thanks again to everyone there for a great product that's really given our lounge the 'wow factor' Linda Barker sometimes mentions.

All the very best,

Keith Buckfield.

Message Received: 25th January 2009

Dear Direct Fireplaces

Thank you so much for your prompt and professional service in the dispatching of our new fireplace. The fireplace arrived within days of our order - the product itself is very well made and excellent value for money - at all times your staff were polite, helpful ad friendly. We would have no hesitation in recommending your company to friends and family.

Regards,

Mr & Mrs Howarth, Isle of Man

Message received: 23rd January 2009

Hi, I received my electric fire today, it's going in my new house.

Thanks for the great service.

Best wishes, Lynn Carter

Message received: 22nd January 2009

Hi, I purchased a fire with the Majestic and Richmond fire surround. Great service and fine goods. My fireplace installer says it was packed better than any he has come across!

Regards John Buckley

Message Received: 23rd December 2008

hi, thank you for the prompt delivery, love the fire and will highly recommend you to friends and family. your service is excellent, thank you once again.

L Buchan

Message Received: 16th December 2008

We were delighted with our fireplace, the service from start to finish was excellent. Thank you.

Lee and Lorraine Godden

Message Received: 14th December 2008

Very good service, had the fireplace we wanted at a very competitive price, ordered on a wednesday and delivered by the friday, well impressed.

Paul Abbott

Message Received: 17th November 2008

May I thank you for the prompt and safe delivery of my fireplace today

Mike Taylor

Message Received: 17th November 2008

Just a quick note to say thank you for getting the fireplace delivered within our time scale. Very impressed with the fireplace very good value for money looks great.

Chris Bates

Message Received: 7th November 2008

Many thanks to all concerned in my recent oder. The service was exceptional and my fire was in place within 36 hours of placing the order on the internet, yours sincerely
D Turner

Message Received: 31st October 2008

Hello Ben,

In this e-mail I would like to confirm that about 3 weeks ago I received the fire place. Well done Ben.

Thank you very much indeed. You are number 1.

Yours faithfully

Jack Kuzemko

Message Received: 24th October 2008

The fireplace i ordered arrived this morning. I had a quick check over and it looks fine. The colour is lovely and I can’t wait for it to be fitted. Thank you very much for your quick delivery and good value for money too.

Cate Gillies

Message Received: 20th October 2008

To whom it may concern

Dear Sir,

I recently ordered a new fireplace surround and also an electric fire from your company as I run my own business I wanted to congratulate you on the level of customer service and support I received I rang many times for guidance and general information speaking to several members of staff, on every occasion I was met with politeness nothing was too much trouble so a big thank you to everyone who help me and now my fireplace has been fitted it looks wonderful so from one very happy customer THANK YOU

Kind regards

Chrissie Atkins

Message Received: 18th September 2008 

Fireplace arrived today and looks very nice. Cannot wait for it to be put in place. Many thanks for your help and the driver was excellent and ver helpful.

Regards,

Mike Packer

Message Received: 4th September 2008

Dear Direct Fireplaces,

Many thanks for the fireplace, which looks absolutely fantastic. We can't quite believe it was such good value. We'll definitely be coming back to you when we get round to decorating our front room which also has the potential for a fire. 

Jen Willis

Message Received: 21st August 2008

Fireplace arrived this morning & looks gorgeous,fast delivery too. Many thanks will recomend you in the future.

Nicola Kerr

Message Received: 10th July 2008

Cheers for the advice Mark. Fitted it on Monday and it looks great. Good doing business with you - very quick to deliver and no problems with the fireplace. It was very well packaged when it arrived and the courier waited while I checked it. Thanks again.

Message Received: 2nd July 2008

Re - order: 364243-70AE78B787FA 

Fire and surround were delivered rather late last night, apparently due to a breakdown of the van. However, the driver phoned earlier to keep us informed of the delay and was very cheerful about his experience when he did arrive. He still had to do another delivery after ours. Due to the late hour, I had no time to inspect the items when received but I am pleased to tell you that they are all fine- now unpacked and installed. 

The fire and surround look very nice and are just what our room needed. Your prompt handling of my order is much appreciated as is your good online price with delivery included.

Thanks for your excellent service.

Regards 

Ian Clydesdale

Message Received: 30th May 2008

I would just like to thank you for your excellent service; my fire arrived at 8 am this morning.

Regards

Lynn Davies

Message Received: 15th May 2008

Hello, have received the Fireplace and am delighted with it. Many thanks.

Stephen Baldwin MBA DMS MAPM

Rail Infrastructure Manager - 25LBS Project

Message Received: 15th March 2008

To Direct Fireplaces

I received my fireplace, Asquith Aegean Limestone Fireplace with Crown half polished Cast Fire Insert with a Slate Hearth this afternoon and just wanted to say a big thank you. The fireplace looks great and I know it is going to look even better when we get it fitted. By ordering from you we saved £600 and it only took 11 days from ordering to receiving. We will definitely be recommending you to all our friends and family.

Danielle Moughton & Craig Hookham

Cleethorpes

Message Received: 12th March 2008

I would like to thank you all at Direct Fireplaces, the driver was very helpful to the wife and the fireplace looks great.

Best regards

Colin Haywood

Message Received: 10th March 2008

Hello

Can I just take the time to say a very big thank you? I have just received my Dimplex Electric Fire suite. It’s lovely, and you saved me £100!!!

Regards

Tracy Quinn

Message Received: 6th March 2008

Adams Tudor Limestone Fireplace
Flavel Balanced Flue Fire

My fire and fire place have now been fitted and look
gorgeous. I am absolutely delighted. You have saved
me over £800 which is a wonderful bonus so I'm going
to spend it on a well earned holiday.

Thanks

Gail Selway

Message Received: 31st January 2008

Just received my Coniston fireplace it is stunning thank you for a quick smooth transaction a pleasure to do business many thanks

MRS JILL BARON

Message Received: 30th January 2008

Just to confirm that we received the fire today – it is lovely and really compliments the room – thank you.

We haven’t fitted it yet though!

Vanessa Tighe

Message Received: 23rd January 2008

Our fire arrived this morning, is fitted and is perfect.

Many thanks for an excellent service.

Tony Plume

Cottenham

Cambs.

Message Received: 23rd January 2008

I received delivery of the fire today, much quicker than expected
and would like to say I'm delighted; the whole experience of dealing
with your company has been a pleasure

would highly recommend you to others

many thanks

Karen Swan

Message Received: 18th January 2008

Just wanted to let you know I am extremely pleased with the fireplace and electric fire which arrived yesterday. It was in perfect condition, extremely well packaged and I saved a packet getting it from you. I have already recommended you to 2 friends who need fireplaces.

Message Received: 9th January 2008

Hi, 

Just to let you know that we received the replacement fireplace as promised. It is working great and we're very happy with the excellent after sales service you have provided.

Thank you again

Nadia

Message Received: 20th December 2007

Dear Direct Fireplaces,

I just wanted to say thank you for my Lombard fireplace package.

The delivery time was very quick and the packaging to protect it all was perfect. I’ve even been left with some firewood in the shape of a pallet crate. Cheers!

Your communication since placing the order has also been fantastic.

Just can't wait to see it fitted in my living room after Christmas...

Excellent service and I will recommend you to friends and family.

Lorraine Jenkins in Chorley, Lancashire
Message Received: 19th December 2007

Dear Direct Fireplaces

Our order arrived today in one piece and is now located in the garage. I would like to say thanks to the delivery driver - we live on a slope and the garage is at the back of the property - it was quite a task but he approached it with good humour - more than can be said for other deliveries we have had!

Thanks

Simon Linford-Wood

Message Received: 5th December 2007

Hello Adam,

I would like to thank you for your excellent service when I bought my Kendal fireplace package. The fireplace and fire all arrived on time and in perfect condition. They have now been fitted and look great. I would recommend anybody who is looking at the site to go ahead and order as I did as I am delighted with the service and product. 

Message received: 12th October, 2007

“I must admit to being apprehensive about dealing with a company unknown to me over the internet for a big purchase like my fireplace. However, my doubts could not have been more wrong. Direct-Fireplaces were a Great Company to deal with and Adam was exceptionally helpful throughout. When I did have a problem, Adam came to see me personally and rectified that problem immediately. This recommendation has been written by a genuine customer who would give Direct-Fireplaces 11 out of 10 for customer service, satisfaction and overall handling of my purchase.” Karen Gorton

Message received: 14th June, 2007

Dear Adam / Direct Fireplaces

I recently bought 2 fireplaces from direct fireplaces and I was so impressed with the service. The fireplaces are beautiful and they look amazing in my newly decorated rooms. They arrived well packaged and on the promised date.

Will be back for 2 more when we are ready for them!! There are so many to choose from though! Claire - Bristol 

(Happy for you to post this on your website as a reference). 

Please can you tell me how’s best to clean the fireplaces though – I have the highlighted / polished Victorian, and its losing its ‘sparkle’. When it arrived it looked like it was covered in some form of grease…..I also have the Knaresborough black finish– what’s best to clean that with too? 

Very happy though with them both. Look forward to hearing back from you and doing business with you in the future. 

Thanks,

Claire

Message received: 3rd March, 2007

Hi Adam,

Fire arrived on Tuesday as promised. Thanks.

I was very pleased with your service and if you would like me to write saying this for your web site please let me know.

Regards,
Clive

Message received: 28th January, 2007

Hi Adam

Just wanted to say thank you for sorting out the fire for me, you went out of your way to do it and it's very much appreciated.

Thanks again

Judy Fellows

Message received: 19th December, 2006

Dear Adam

Thank you so much for the fireplace which finally arrived yesterday afternoon.

I have been extremely impressed by your efficient service and would recommend your company anytime. Many thanks - Chris Whitelock

Message received: 3rd July, 2006

Dear Adam,

Just to let you know that our Chedworth fireplace arrived safe and sound on Friday last, as you had promised. Although it is not fitted as yet, it looks good. You managed to take the stress out of the business of buying a fireplace.

Many thanks for being so helpful and pleasant to deal with.

Regards

Jean Redshaw

Message received: 19th March, 2006

You’re starting to be too good to be true! Thank you very much.

I'll sort you out a glowing thank you email once it’s all received, can't think of many places that would off such great customer service.

Kind Regards,

Simon Norris

Message received: 5th January, 2006

Dear Direct-Fireplaces.com,

Cheers for exchanging the hearth for me, I wasn't sure if you were going to!!

It's good to see a website that actually cares about its customers

Keep up the good work!

Jeff Miller, Plymouth

Message received: 25th September, 2005 

Hi Adam,

Fireplace looks absolutely superb in our living room; I'm made up with it!

Thanks again for such an efficient service.

Kind regards,

Sue Barton, Crewe

Message received: 5th September, 2005

Adam,

Fireplace arrived at 10am on the dot just as we arranged

Thanks for your help

Best regards

James Bateson, Manchester

Message Received: 18th April 2005

Just to say how very pleased we are with the above mentioned fire, and the very speedy delivery
this fire in Norwich sells at £307, so it really was a great bargain.

Many thanks once again.

Yours Sincerely,

Mr & Mrs J Chenery.

Message received: 5th August, 2005

Dear Direct Fireplaces,

I just wanted to say a great big thank you for your advice and service. Having taken delivery of a fireplace on time, and in perfect condition, I found I had ordered the wrong size stove. 

When I called you to explain our problem, I spoke to Adam on the phone that could not have been more helpful. Not only did he listen to my sorry tale but he arranged collection of the stove and the delivery of the correct size version the next day. 

Thanks again, keep up the good work! 

Anthony Molyneux, Bristol 

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