From start to finish, nothing but impressed with everyone at the company. We first made contact with them before Christmas. Paul was nothing but professional, courteous and extremely helpful beyond... Se mere
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Se, hvad kunderne siger
Have just had my Luxair Cooker Hood delivery and have to remark on how professional and thorough it was. Delivery arrived on time, very lovely chap brought the parcel into my home and throughly checke... Se mere
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Based on delivery, great service so far. I'm refurbing my kitchen and have had some appalling experiences with delivery and products being damaged. The driver of my new beautiful white Luxair cooke... Se mere
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Easy online form to log issue with our 2017 Downdraft . Including videos. Immediate acknowledgement of request and clear process shared for next steps. Really helpful to speak directly with the engin... Se mere
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Virksomhedsoplysninger
Skrevet af virksomheden
Luxair Cooker Hoods is a renowned name in the kitchen and bathroom extraction industry, recognised as one of the top privately owned manufacturers in Great Britain and Europe. With over 22 years of experience, we have established ourselves as a trusted brand, becoming one of the UK’s best-selling ranges of kitchen extractor fans. Our extensive selection includes the largest variety of cooker hoods and bathroom extractors, designed to meet the diverse needs of homeowners and professionals alike. At Luxair, we pride ourselves on providing exceptional warranty options, outstanding customer service, and unparalleled care, ensuring that our customers receive the best possible experience. Discover the perfect kitchen extractor fan or bathroom extractor to elevate your space with Luxair Cooker Hoods.
Kontaktoplysninger
Unit 4-5, Keld Close, HG4 5NB, Ripon, Storbritannien
- 01765641888
- info@luxairhoods.com
- www.luxairhoods.com
4,7
Fremragende
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Lee delivered our cooker hood
Lee delivered our cooker hood. He was on time, friendly and very helpful. He checked the cookery hood for damage and that everything was in the box. He gave helpful tips on unpacking, cleaning, etc.
12. februar 2024
Uopfordret anmeldelse
Besvarelse fra Luxair Cooker Hoods Ltd
Hi Andrew.
Thank you for your review!
Great news, so pleased to hear you are happy with the service provided.
We will ensure your comments are passed on to Lee.
Kindest Regards,
Luxair!
Lee called us when he was on his way…
Lee called us when he was on his way with his ETA, was very friendly and went out of his way to discuss how to safely unpack and best installation with our fitter.
14. marts 2024
Uopfordret anmeldelse
Besvarelse fra Luxair Cooker Hoods Ltd
Hi Charlotte,
Thank you for taking the time to leave a review!
We are delighted to hear you are happy with the service provided throughout your experience with us when purchasing the LA-90-SKYLINE.
Please do not hesitate to contact us in future if we can help further.
Kind Regards.
Luxair Cooker Hoods Ltd.
Prompt delivery and excellent advise…
Prompt delivery and excellent advise from Lee regarding handling. A very cheerful chap.
14. marts 2024
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Besvarelse fra Luxair Cooker Hoods Ltd
Hi Alan,
Thank you for your review!
Great news, we will ensure your comments are passed on to Lee :)
Great choice with the LA-110-FLT-BLK.
Let us know if we can help further at all.
Kind Regards,
Luxair Team.
Excellent service
Excellent service, prompt polite delivery from Lee. Product checked before requesting signature.
Big thanks from M Bennett domestic appliances and @TSBJoinery
14. marts 2024
Uopfordret anmeldelse
Besvarelse fra Luxair Cooker Hoods Ltd
Dear Paul,
Thank you for your review!
We are delighted to hear you are happy with the service provided throughout your experience with us, when ordering the LA-90-SKYLINE.
If we can help further, please let us know.
Kind Regards,
Luxair Cooker Hoods!
Fantastic service
Fantastic service. The delivery was on time, the product box was opened checked and photographed by the Luxair driver to make sure everything was correct and present. The instruction manual suggested additional parts, I phoned the warehouse manager and he went the extra mile to get them delivered from Italy within 10 days (very lucky) and no extra charge. I would definitely recommend the company and all products.
Many thanks from Deerpark Construction (2023) LLP
10. marts 2024
Uopfordret anmeldelse
Besvarelse fra Luxair Cooker Hoods Ltd
Hi Paul,
Thank you so much for taking the time to leave a review!
We are so pleased to hear you are happy with the service provided throughout, and that we were able to promptly source the additional parts from Italy for you.
Please do not hesitate to contact us further if we can help further.
Kind Regards,
Luxair :)
Chris delivered our 90cms Luxair…
Chris delivered our 90cms Luxair Recirculating unit this morning and was great. He phoned to say he'd be 30 mins away and was an absolute gent when he brought it into the house and talked through next steps. Now we just need our builders to finish the kitchen so we can see it installed.
5. marts 2024
Uopfordret anmeldelse
Besvarelse fra Luxair Cooker Hoods Ltd
Dear Keith,
Thank you for taking the time to leave us a review!
It is wonderful to hear you are so pleased with the service provided, we will ensure your comments are passed on to Chris.
The Nuvola is a great choice for a ceiling hood when ducting out isn't possible!
Please feel free to contact us if we can help further, and feel free to send us some photo's once installed.
Kind Reards,
Luxair Team!
Great service and delivery
Chris delivered our cooker hood which was not an insubstantial weight! Not only did he carry it in on his own, he unpacked and inspected it and gave us a few good tips on installation! Not installed yet but if the service so far continues will be very happy!
15. februar 2024
Uopfordret anmeldelse
Besvarelse fra Luxair Cooker Hoods Ltd
Hi JP,
Thank you so much for your wonderful 5* review.
We are so pleased to hear you are happy with the service provided so far. We will make suer your comments are passed on to Chris.
Great choice with the Orion Stratos in Black Glass.
Kind Regards,
Luxair :)
100 wall mounted cooker hood
Just had a 110 wall mounted cooker hood by Leigh.
Very well packed and in perfect condition. Leigh was very helpful with carrying it into our garage and inspected it to check it was undamaged before leaving
and gave us useful tips on cleaning the lovely stainless surfaces
28. februar 2024
Uopfordret anmeldelse
Besvarelse fra Luxair Cooker Hoods Ltd
Hi Mark,
Thank you for your wonderful 5* review!
Great to hear you are happy with your experience and thank you so much for the feedback.
The LA-110-LUSSO-FLT-SS you ordered is a great choice, please feel free to send us some photos once installation has taken place.
Kind Regards,
Luxair Team.
Excellent service very prompt delivery…
Excellent service very prompt delivery and a brilliant price and lee the delivery man was polite professional and very helpful
28. februar 2024
Uopfordret anmeldelse
Besvarelse fra Luxair Cooker Hoods Ltd
Hi Jason,
Thank you for taking the time to leave us a review!
We are delighted to hear you are happy with the service provided and have no doubt you will be just as happy with your choice of hood. The LA-90-ANZI-BR is a great model!
Kind Regards,
Luxair :)
Awful Customer Service
Absolutely dreadful customer service. I bought an extractor fan for my new kitchen which has never extracted since we got it installed. The steam from cooking just goes up around the sides of the hood. I told them we had 5” ducting installed as recommended as minimum and they said it would be better with 6”. Then they said it’s because of my electric 60cm hob underneath?? It doesn’t extract at all, and an electrician who works a great deal with fans said it was faulty, and he has seen this many times before.
But apparently Luxair think it is due to the ducting and the hob. Absolute joke. I even sent them a video showing the fan couldn’t hold up a piece of loo roll on level 3 and they still said it is working fine!? I don’t think they have heard of the consumer rights Act 2015.
Following the response below from Luxair I wish I could upload the video of fan not holding a piece of loo roll even on level 3, and the steam from cooking rising up the sides of the extractor. Nothing is extracted it is useless. We have 125mm ducting which is clearly stated in the documents and a small 60cm electric hob below. We thought when originally installed with charcoal filters it was maybe due to ducting being required to get rid of steam from cooking. However this has made no difference. We are cooking for 1 or 2 people, so it’s not even a lot. A bargain basement hood would do a better job. I paid for an electrician to check the hood who told me to contact Luxair as he believes it is a faulty unit. He has seen this a number of times.
Yes it is outside my warranty period, however it is a faulty unit which you sold me.
I contacted you last year also and it was a case of pass the buck.
I suppose I will just have to dispose of it in the bin and buy an alternative fan of the same size that actually does what it is supposed to do from a competitor.
It says a lot when you read the responses to the negative comments on here, and it will give you idea of the attitude you receive from their customer service department.
Avoid at all costs.
27. februar 2024
Uopfordret anmeldelse
Besvarelse fra Luxair Cooker Hoods Ltd
Dear Mr Bradley,
Sincere apologies to read this is your opinion of your dealings with Luxair.
We would unfortunately have to disagree with the points raised in your review.
- All emails you have sent us, have been responded to within minutes of you sending these emails.
- We have asked various questions to help understand the issues you have reported to us. However, on videos and information you have provided us with, these all conclude the hood is working as it should be.
- Every question we have asked you, you have responded stating you do not understand the relevance, even though we have advised in detail the reason for asking such questions. To date, we have not had all questions answered.
- You have reduced the ducting in size to 125mm, which is OK to do, however, it does reduce airflow. 150mm is recommended for the best performance.
- You have an induction hob, which as standard generates a lot more condensation than gas hobs. This is industry known, and the initial fault you reported to us was that you had noticed excess condensation (caused by the hob).
- For the reasons mentioned above, it is recommended to go larger with the cooker hood than the induction hob, to capture more condensation created by the induction hob. When induction condensation rises, it spreads out more leaving the pan hence why it is advised to go larger with the hood, so it captures more. This information is readily available on our website (before purchase).
- We must point out, you purchased a cooker hood only from us, not a combination of hood & hob otherwise we would have pointed this out to you, at the time of purchase. Unfortunately, we aren't to know what type/size of hob you will be using, if not purchased from us.
- You have advised us that your electrician attended and stated the motor is not running at full power, which is as we would expect given you have reduced the ducting to 125mm. Again, for the best performance, 150mm ducting should be used.
It is also worth mentioning that if you have had what you believe to be an issue "since installation" why we were never contacted from the start? Instead, it is years after purchase that we receive contact, and when the hood is now out of warranty.
Mr Bradley, we are saddened to hear you feel your experience with ourselves has been negative, we do believe we have tried our best to help, despite the very rude tone of emails we have received from you and various spamming across social media platforms. We have, and continue to try help you.
Of course, we are aware of the Consumer Rights Act.
Kind Regards,
Luxair Cooker Hoods Ltd.
Extremely NOISY cooker hood!! AVOID!!
I purchased a cooker hood and it was installed by our contractor in accordance with the Luxair specifications and guidelines.
The noise levels are ridiculously high and Luxair refuse to do anything about it and try to blame the way it has been installed.
I have had the sound decibels tested by a sound engineer, results as follows:
Level 1:
Max 104.9 dB
Avg: 84.4 dB
Level 2:
Max 108.6 dB
Avg: 85.0 dB
Level 3:
Max: 102.3 dB
Avg: 85.4 dB
Boost:
Max: 102.4 dB
Avg: 84.7 dB
The engineer originally stated the reason was the distance from Extractor Hood to the Duct outlet was root cause of the problem in addition to any bends in the ducting.
We had the extractor fan disconnected from the ducting by our onsite kitchen installers as requested by Luxair and the engineers tested the sound levels again and there was no difference to the noise levels. A video of this was sent to Luxair but they then replied saying disconnecting the fan from the ducting was not a valid test despite them asking us to try that.
They have come up with every excuse under the sun to avoid taking any sort of accountability that the fan is much noisier than advertised. They simply reply with 1000 word essay of technical jargon trying to defend themselves and I expect they will do the same here in response on Trustpilot!
The also keep claiming the duct is 8 meters in length but it is exactly 6 meters with only 2 bends.
Our neighbour in the flat above us can hear it and we have subsequently paid to have acoustic insulation installed around the housing of the hood but there is still no improvement.
We are stuck with a cooker hood which we paid over £1,300 for and now have to replace it with another one from a different company.
Shame on you Luxair for selling cooker hoods which are to loud and not as advertised. And shame on you for your total disregard to take accountability and resolve the problem.
15. november 2023
Uopfordret anmeldelse
Besvarelse fra Luxair Cooker Hoods Ltd
Dear Sir, We would like to start by contesting that your cooker hood is installed as per our guidelines, When our engineer attended your property it was quite clearly pointed out to you that is was installed against our guidelines and the reasons why.
However Most importantly and the most important piece of information which you seem to have omitted from your review Mr Patel, is that before purchasing this hood you had a site survey carried out by the same engineer that attended your property after it was installed.
Following this site survey it was brought to your attention that your duct route was going to cause you considerable issues with noise, due to it's length and bends in the run.
In an email to you dated 28th July 2023 we categorially advised you that if you purchase this cooker hood it WILL be noisy.
We state in all our literature that you must not duct anymore than 6m with few bends as possible,
Your run is over 8m with around 5 bends, each 90degree bend equates to 1m of ducting, so overall your route averaged around 13m.
The main point here Mr Patel is that you were advised before you bought this item that you will receive higher noise levels. What Decibel rating you would get unfortunately cant be determined until after installation as it's impossible to know, yet despite this information you proceeded to purchased it anyway against our guidelines.
Regarding your DB figures quoted above, whilst we agree you will be experiencing higher than average noise levels,
your readings are inaccurate.
The engineer advises that he knew by standing in the room as your DB ratings were being recorded that they were inaccurate based on this information.
He also advised that as you were holding your phone up to the mesh grill as well as talking to him at the same time, the reading was never going t be accurate.
In order to take a truer reading the recording device must be on a flat surface otherwise the reader will also pick up your movement at the same time adding to the reading as well as noises from the environment.
As well as this i must point out that your original reading sent into us via email was quoting 108DB, to put this into context this DB rating equates to nightclubs / gas powered leaf blowers, in which you would need ear defenders to even turn it on. Our engineer knew the DB readings you were getting via the App you were using were incorrect purely based on this information alone being stood in the room.
So it is very harmful to Luxair to be quoting inaccurate DB readings without explaining that they were also carried out incorrectly.
These ratings above are defamatory as well as the following statements...
"I purchased a cooker hood and it was installed by our contractor in accordance with the Luxair specifications and guidelines."
"The noise levels are ridiculously high and Luxair refuse to do anything about it and try to blame the way it has been installed."
"Shame on you Luxair for selling cooker hoods which are to loud and not as advertised. And shame on you for your total disregard to take accountability and resolve the problem."
We are not selling cooker hoods which are loud and not as advertised Mr Patel, your individual situation does not mean overall Luxair are false advertising. You were fully aware before purchasing that you were not going to received the advertised DB in which we have email evidence of this.
As per Citizens advise which you contacted claiming the item was not "fit for purpose" they have also advised the following.
"Due to the fact the customer was made fully aware before purchase that the item would not be fit for purpose in relation to the noise levels he would receive, then the consumer can not make a claim under the fit for purpose act. The claim can not be made as they had all the facts prior to this purchase."
It's unfortunate that you have not been factual in your review, and has left us no choice but to respond in length as you expected.
Regards, Luxair
Purchased this extractor hood last…
Purchased this extractor hood last month. Excellent quality and well packaged. Easy to fit, once you have secured the bracket to the ceiling then all you do is lift the hood up and slide into place, which then holds it for you while you secure it in place with two screws.
Really impressed with the extraction on it. We normally have to open a window when cooking Sunday roast but we no longer need too, well not because of condensation anyway.
I would highly recommend both the product and the company. We couldn’t find the remote control and contacted them by email (was late at night). Next day they responded asking for us to check the clear packaging as it is taped to that, and it was (silly us).
Here are some pics, we are really happy with our choice. Edit- no place for pics so sent them to company to use
12. februar 2024
Uopfordret anmeldelse
Besvarelse fra Luxair Cooker Hoods Ltd
Dear Richard,
Thank you for your 5* review.
We are delighted to hear you are impressed with the service provided and the product you chose.
The 90cm Orion Stratos is an excellent choice, designed specifically for recirculating in cases that ducting externally is not possible.
Pleased to hear you found the remote control too.. :)
Please do not hesitate to contact us in future if we can ever help further, and thank you for the photos - it looks great!
Kind Regards,
Luxair.
Amazing piece of kit and excellent service!
We have just built a new house so wanted everything just perfect! We could not fit a cooker hood because the window was in the way so we got in touch with Luxair looking for advice and thankfully they recommended an Arcus venting induction hob. This is an amazing piece of kit and gets rid of all the Steam and fumes through the centre of the hob. We are highly delighted and if you had the same problem you would never regret buying one of these! Thank you Luxair!
22. februar 2024
Uopfordret anmeldelse
Besvarelse fra Luxair Cooker Hoods Ltd
Dear Lizzy,
Thank you for taking the time to leave us a review!
We are delighted to hear you are so pleased with your purchase of the Arcus vented induction hob. They really are an amazing piece of kit as you say!
Please do not hesitate to contact us further if we can ever help further.
Kind Regards,
Luxair Cooker Hoods Ltd :)
New Ceiling Extractor
Placed an order for a new ceiling extractor and from the very start Luxair have been communicating very well, and provided a superb looking, and great value for money appliance.
It was delivered today by Lee who was very helpful, checked that everything was undamaged and provided some very helpful tips for carrying and installing the extractor.
Thank you all.
15. februar 2024
Uopfordret anmeldelse
Besvarelse fra Luxair Cooker Hoods Ltd
Hi Leigh,
Thank you for taking the time to leave us a review!
We are so pleased to hear you are happy with the service provided throughout, and you are happy with your chosen product. The 90cm Skyline is proving to be very popular.
Please let us know if we can help further at all.
Kind Regards,
Luxair.
Extraction expertise
We called in without an appointment, at Lunchtime!, thinking there was a showroom, which there wasn’t,
We were greeted by David, who was actually on his Lunch break. Despite being on his break he welcomed my Wife and I in, We explained the advice we wanted for Cooker extraction in our Kitchen, provided pictures, dimensions etc. David could not have been more helpful, he invited us into the warehouse pointing out and warning us of any trip hazards etc. He then got to work on his computer and quickly came up with what he considered to be the ceiling extractor most suited to our requirements. Then, not only did he bring the unit for us to view, he unpacked it, wired it up and demonstrated, how powerful, quiet and stylish it was. The rest, as they say, is History, we bought it, there and then, along with ducting, he loaded it into our car and we were on our way. Could not recommend him or the company more. THANK YOU LUXAIR👍
6. februar 2024
Uopfordret anmeldelse
Besvarelse fra Luxair Cooker Hoods Ltd
Hi Daniel,
Thank you so much for your wonderful review!
We are so pleased to hear that a member of staff was on site at lunchtime and able to assist you when you visited. We will always try our very best to help.
Great choice with the 90cm x 30cm Soffitto Black as well, we are delighted to hear how impressed you are too. Don't forget to register your warranty once installed!
Please do not hesitate to contact us in future if we can be of any further assistance.
Kind Regards,
Luxair Team :)
90cm Panoramic Induction Hob
Induction hob delivered yesterday by Lee in a prompt and friendly manner. He unpacked the unit and checked for any transit damage. All good.
The hob works well and looks really smart.
24. januar 2024
Uopfordret anmeldelse
Besvarelse fra Luxair Cooker Hoods Ltd
Hi Robert,
Thank you for taking the time to leave a review, we are pleased to hear you are happy with the delivery by Lee and will ensure your comments are passed on!
Great news that you are happy with the LA-90-PANORAMIC hob.
If we can ever help further, you know where we are!
Kind Regards.
Luxair Cooker Hoods Ltd.
Chris the delivery driver was…
Chris the delivery driver was exceptional and a real credit to Luxair. Very professional and very helpful.
24. januar 2024
Uopfordret anmeldelse
Besvarelse fra Luxair Cooker Hoods Ltd
Hi Anthony,
Thank you for your review!
Delighted to hear you are happy with the service provided, we will ensure Chris receives your feedback.
Kind Regards,
Luxair Cooker Hoods Ltd.
Exceptionaly Reassuring Delivery Service
Delivery service was like a breath of fresh air. Lee turned up on time, smartly dressed in Luxair uniform, was friendly, brought my cooker hood into the house, unpacked it to check for damage and then put it all back safely in the packaging. He also provided fitting tips to pass on to my kitchen fitter. Delivery service is never like this these days, so I was pleasantly surprised. Thanks Lee and Luxair! The hood will not be fitted until the kitchen refit but it certainly looks very smart and high quality.
22. januar 2024
Uopfordret anmeldelse
Besvarelse fra Luxair Cooker Hoods Ltd
Hello Fay,
Thank you so much! we will be sure to pass on your compliments to Lee.
We hope you love your new extractor, if you need any help between now and your refit then please don't hesitate to contact us.
Good Luck with the Re-fit!
all the best
Luxair Cooker Hoods.
Poorest pre-sale customer service
I was in email correspondence for 2 weeks trying to insure I ordered the appropriate ducting for my extractor fan order at the same time. Not once did they mention that the price would increase by £100 the next day. I also asked about delivery in time and they failed to give me the correct information requiring me to have to cancel my order They were not once helpful or offering an alternative to what was ultimately there poor service information, just suggesting I cancel. I asked for contact details of the head office and again they failed to supply even after asking twice. The best I got was a pdf of their complaints procedure where an investigation would be carried out by the person I was probably wanting to complain about. Use this company at your own risk. You’ve been advised. They have no concept of customer service.
22. januar 2024
Uopfordret anmeldelse
Besvarelse fra Luxair Cooker Hoods Ltd
Hello Colin,
I'm afraid we would have to disagree with your version of events here and it's disappointing that your statements are incorrect and misleading.
When you initially contacted us on 28th December at 7:38pm, you received a response to your email the very next morning at 9:26am. and we proceeded to answer your enquiries throughout that time and when we returned to work on the 2nd Jan.
You were advised that we are not able to tell you exactly what ducting components you need for you installation as we in the office can not see the installation which makes it very difficult to tell you "you specifically need XYZ ducting components"
we did advise you that the only way we can guarantee the parts you need for your installation was by paying for a site survey with one of our engineers, to which you then advised you live in France, so this unfortunately ruled out this option.
My colleague then proceeded to advise you, if you could provide drawings we may be able to help you in more detail, which you failed to provide.
You were advised the product you needed to attach to the back of the motor to start off your run, but after then you would need to select the components you think you may need depending on your ducting route (which we can't see)
You then proceeded to be very rude and aggressive in some of your emails and your final email to us was on 2nd Jan in which we heard nothing else from you from this date.
It wasn't until 10 days later you emailed back complaining the price had increased.
This did not happen the next day as you state and our correspondence with you had ended 10 days prior to this increase and we had no indication you wanted to go ahead with any order due to the tone and nature of your emails.
The product you were looking at was on special offer and this promotion can end at anytime.
At no point in your emails to us did you ask anything about delivery, so it's disappointing you would make up this claim in your review, i have been back through your emails to check this and not once was an enquiry about delivery made prior to ordering.
You asked how to complain in which you were provided with this information along with our complaints procedure, again at no point does it state the person you are making a complaint about would be the one dealing with your complaint.
This would not be allowed to happen and a proper enquiry would not be able to take place if this was the case, and it would be beneficial not to make unfounded assumptions and by sticking to facts when leaving a review as it does not help anyone.
Mr Brook we are 100% confident that we helped you the best we could in the time you contacted us, however it seems you would not have been happy unless we could have provided the impossible, we are sincerely saddened you were not happy with us on this occasion however we do believe we did the best we could in helping you with the information we had to hand (which was very little)
Kind Regards
Luxair Cooker Hoods.
Great goods and excellent service
Delivery was as advised and confirmed prior to the driver arriving. Our delivery driver, Lee, took the time to open the box, check the hood for damage. He also advised how to keep the unit clean of fingerprints & grease. Would highly recommend Luxair to my friends.
We are yet to fit our hood but have high expectation based on the company and its employees thus far.
8. januar 2024
Uopfordret anmeldelse
Besvarelse fra Luxair Cooker Hoods Ltd
Hi Michelle,
Thank you for your review! We are so pleased to hear you are happy with the service provided throughout your experience with us, and that Lee was helpful when delivering your order.
We have no doubt you will be just as happy when you install your LA-100-MILLE-SM.
Please do not hesitate to contact us if we can help further in future.
Kind Regards,
Luxair :)
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