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  1. #1
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    2011 Scalpel Ultimate (I'm done with Cannondale)

    Done battling with Cannondale, their customer service sucks here in Canada. I took my 2008 Team Scalpel in for the recall last september (2010), had to pay extra to get the Ultimate 2011 frame and it has sat at my LBS since with most of the parts transferred over (not as easily as they said either). Cannondale is refusing to inform my LBS which front derailleur I need. They have tried several SRAM S3 derailleurs with no luck. Guess my only option at this point is to part it out.

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    I've heard from a LBS that they are no longer stocking Cannondale bikes because the customer service sucks. They still special order the bikes but they've said that Cannondale is a PITA for warranty and even ordering bikes. Pretty sad considering that the bikes themselves are very good. A great product doesn't mean squat unless you support it properly.
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    Quote Originally Posted by divingtigger View Post
    They have tried several SRAM S3 derailleurs with no luck. .
    While there is no excuse for not supplying this information to the bike store, have they thought of asking Sram? Maybe the S3 needs a spacer. Looking around the forum it looks like others have gotten these to work.
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  4. #4
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    What part of Canada are you in?? in case you decide to part that sucker out...
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    Quote Originally Posted by divingtigger View Post
    They have tried several SRAM S3 derailleurs with no luck. .
    which ones have they tried and whats the problem with the derailleurs theyve been trying?

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    Quote Originally Posted by divingtigger View Post
    I took my 2008 Team Scalpel in for the recall last september (2010), had to pay extra to get the Ultimate 2011 frame and it has sat at my LBS since with most of the parts transferred over (not as easily as they said either). Cannondale is refusing to inform my LBS which front derailleur I need. They have tried several SRAM S3 derailleurs with no luck. Guess my only option at this point is to part it out.
    I went through this and had to pay labor for transferring all the components to the new frame + some BS administrative fees.

    Why did you have to pay extra for the Ultimate Frame

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    Is it really that difficult? What is the problem? I'm not trying to be a wiseguy here but for a bolt on part there shouldn't be any problems. Does the picture help?

    Direct Mount Front Derailleurs Make For A Lighter Seat Tube Than If A Clamp Was Required. Photos | Cyclingnews.com

  8. #8
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    Sounds like a problem with the LBS, not Cannondale. I never been to a bike shop in Canada but here in the USofA you gotta watch 'em!
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    Quote Originally Posted by DavidR1 View Post
    While there is no excuse for not supplying this information to the bike store, have they thought of asking Sram? Maybe the S3 needs a spacer. Looking around the forum it looks like others have gotten these to work.
    They have tried with Sram and so have I with no luck, it seems like Cannondale wants to keep it a closely guarded secret

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    Quote Originally Posted by gemini6 View Post
    What part of Canada are you in?? in case you decide to part that sucker out...
    I'm in Manitoba and it is being parted out now, I've had too much money invested in this bike to not be able to use it

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    Quote Originally Posted by FLMike View Post
    which ones have they tried and whats the problem with the derailleurs theyve been trying?
    They've tried the X0 the XX and the X9 in different configurations

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    Quote Originally Posted by spartan23 View Post
    I went through this and had to pay labor for transferring all the components to the new frame + some BS administrative fees.

    Why did you have to pay extra for the Ultimate Frame
    They only wanted to give me a 2011 Scalpel 3 as that is what they thought the equivalent to the 2008 Scalpel team was.

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    Quote Originally Posted by kuan View Post
    Is it really that difficult? What is the problem? I'm not trying to be a wiseguy here but for a bolt on part there shouldn't be any problems. Does the picture help?

    Direct Mount Front Derailleurs Make For A Lighter Seat Tube Than If A Clamp Was Required. Photos | Cyclingnews.com
    it goes on ok without the crank in place, but won't line up with the crank at all (hits the crank or can't be adjusted to shift at all)

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    Quote Originally Posted by YB1 View Post
    Sounds like a problem with the LBS, not Cannondale. I never been to a bike shop in Canada but here in the USofA you gotta watch 'em!
    Ya I've gone through alot of BS with the LBS and Cannondale over this one, been constantly fighting with both the LBS and the Cannondale Rep for Canada. I'm cutting all ties with both and won't be doing business with either one again, They are pointing fingers back and forth and no one wants to take the blame. Real shame too, I really like the way the 2012's look

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    Quote Originally Posted by divingtigger View Post
    it goes on ok without the crank in place, but won't line up with the crank at all (hits the crank or can't be adjusted to shift at all)
    This seems like bike shop error not a Cannondale issue. There are a lot of shop mechanics out there who don't have a clue. Find a shop who actually knows what they are doing instead of losing money on parting the bike out.

    Why not just go with 1 chain ring in the front until you find a good shop. Manitoba is a flat place.
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  16. #16
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    Quote Originally Posted by divingtigger View Post
    it goes on ok without the crank in place, but won't line up with the crank at all (hits the crank or can't be adjusted to shift at all)
    what crank are you using?

  17. #17
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    and do you know if your shop knows what a Direct Mount S3 SRAM 2X10 deraileur is???
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  18. #18
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    This is kinda silly. I purchased a 2011 scalpel frame only and googled which front der I needed. Purchased that front der screwed it on, mounted cranks and everything worked fine. Sounds like if the bike shop was getting ran around by cdale, they could have found the answer in less than 5 minutes. Unless, of course, there is no Internet on that part of Canada. You do know that with direct mount derailluers, they are chain ring specific...

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  19. #19
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    Quote Originally Posted by divingtigger View Post
    Ya I've gone through alot of BS with the LBS and Cannondale over this one, been constantly fighting with both the LBS and the Cannondale Rep for Canada. I'm cutting all ties with both and won't be doing business with either one again, They are pointing fingers back and forth and no one wants to take the blame. Real shame too, I really like the way the 2012's look
    \

    I think this says what is really going on here. The root of the problem is your LBS. The Cannondale rep has not loyalty to you, but does to the shop. He doesn't want to say that your LBS doesn't know what they are doing, in fact he has a vested interest in not saying this. Personally, I think your throwing the wrong company under the bus, but if that is what makes you happy then that is great...vent all you want

    Cutting ties with that LBS sounds like a good idea, cutting ties with Cannondale, if that makes you happy. Not sure if there is another Cannondale dealer in your town so this may make some sense if not. Hopefully you can find a bike that makes you happy, there are plenty of them to choose from.
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  20. #20
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    Yeah this is easy. Check out the picture, the bike shop takes all the blame here.
    Attached Thumbnails Attached Thumbnails 2011 Scalpel Ultimate (I'm done with Cannondale)-untitled.jpg  

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  21. #21
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    S3 bottom pull direct mount x0 on my 2011 scalpel. No issues. Running an xx crank. Pretty straight forward.
    What crank are you using?

  22. #22
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    Quote Originally Posted by divingtigger View Post
    They only wanted to give me a 2011 Scalpel 3 as that is what they thought the equivalent to the 2008 Scalpel team was.
    So you payed extra just for the color? The frames are exactly the same other than that.

  23. #23
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    Have you been dealing with cannondale directly, over the phone, online, etc...or just through your LBS?
    SS ==> Nut up or Shut up!

  24. #24
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    Quote Originally Posted by jason.R View Post
    So you payed extra just for the color? The frames are exactly the same other than that.
    exactly. sounds as though your LBS is taking you for a ride.

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    USA here I had great customer service with Cannondale to the extent that they gave me a whole new 2011 bike just because I took pictures and said their "smooth welds" were not smooth enough.

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    Quote Originally Posted by DavidR1 View Post
    \

    I think this says what is really going on here. The root of the problem is your LBS. The Cannondale rep has not loyalty to you, but does to the shop. He doesn't want to say that your LBS doesn't know what they are doing, in fact he has a vested interest in not saying this. Personally, I think your throwing the wrong company under the bus, but if that is what makes you happy then that is great...vent all you want

    Cutting ties with that LBS sounds like a good idea, cutting ties with Cannondale, if that makes you happy. Not sure if there is another Cannondale dealer in your town so this may make some sense if not. Hopefully you can find a bike that makes you happy, there are plenty of them to choose from.
    Unfortunately this is the only shop that sells Cannondale in my province and Cannondale does not support online buying. From the get go though it's been issues with Cannondale they tried to replace a team frame with a scalpel 3

  27. #27
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    Quote Originally Posted by smilycook View Post
    This seems like bike shop error not a Cannondale issue. There are a lot of shop mechanics out there who don't have a clue. Find a shop who actually knows what they are doing instead of losing money on parting the bike out.

    Why not just go with 1 chain ring in the front until you find a good shop. Manitoba is a flat place.
    In discussion with Cannondale they told me that unless their shop did all the work it would void my warranty and this shop is the only Cannondale shop in Manitoba

  28. #28
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    Well , I just learned something:

    "This limited warranty is not meant to suggest or imply that the bicycle cannot be broken or will last forever. It does mean that the bicycle is covered subject to the terms of the limited warranty.
    This limited warranty applies only to the original owner of a Cannondale bicycle and is not transferable to subsequent owners.
    For any warranty claim to be considered, the bicycle must be brought in to an Authorized Cannondale Bicycle Retailer on the same continent on which the bicycle was purchased. The bicycle must be in assembled condition and accompanied by the original, dated sales receipt for the bicycle. (Be sure to keep your receipt in a safe place.)
    This limited warranty is void if the bicycle is subjected to abuse, neglect, improper repair, improper maintenance, alteration, modification, an accident or other abnormal, excessive, or improper use.
    This limited warranty applies only to bicycles purchased in fully assembled and adjusted condition from Authorized Cannondale Retailers or other outlets specifically authorized by Cannondale to distribute Cannondale bicycles. Certain Cannondale retailers in the US are specifically authorized by Cannondale to sell only triathlon specific bicycles directly to customers in the US.
    Damage resulting from normal wear and tear, including the results of fatigue, is not covered. Fatigue damage is a symptom of the frame being worn out through normal use. It is one kind of normal wear and tear, and it is the owner's responsibility to inspect his/her bicycle.
    Damage resulting from improper assembly or maintenance, or from installation of parts and accessories not compatible with the Cannondale bicycle, is not covered.
    All labor charges for warranty service are the responsibility of the bicycle's owner....... "


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  29. #29
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    Quote Originally Posted by divingtigger View Post
    Unfortunately this is the only shop that sells Cannondale in my province and Cannondale does not support online buying. From the get go though it's been issues with Cannondale they tried to replace a team frame with a scalpel 3
    So you thought that they should replace your 2008 Scalpel 100 frame with a 2011 Team Scalpel Frame? Hypothetically if you had gone in there with a 2001 Team Scalpel that had failed would you also have expected a 2011 Team frame? That just doesn't seem anymore realistic than your expectations. Frame to frame, new 2011 Scalpel 3 is a fair trade for a 2008 Team.
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    I have been in contact with Cannondale directly, they are the ones who said it would be a $700 upgrade and told me that I had to have their shop do all the work. All my correspondences have been with the Cannondale Rep other than asking when my bike will be done. After a year of back and forth the Cannondale rep is no longer responding to me, and the LBS doesn't know where to go from here.

    Probably an issue of the LBS not knowing enough about the item (we are cheap here in manitoba so they probably don't sell many high end bikes) and the Cannondale rep giving up trying

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    I'd hate to think what would happen if I brought an old Motobecane into your LBS.

    Maybe the Cannondale guys is a sales and not a technical rep.

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    Ya it is a sales rep that in the beginning was very helpful and got all the resources we needed when I decided to get the frame rebuilt instead of just parted out.

    EVEN if it is the LBS that is dicking me around (and I really believe it is) I have no other option than to cut my ties with both. Cannondale does not support people buying over the internet and this shop is the only one that sells Cannondales in the province, so the only option I have is to switch to Yeti or build my own bikes

  33. #33
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    Quote Originally Posted by divingtigger View Post
    Ya it is a sales rep that in the beginning was very helpful and got all the resources we needed when I decided to get the frame rebuilt instead of just parted out.

    EVEN if it is the LBS that is dicking me around (and I really believe it is) I have no other option than to cut my ties with both. Cannondale does not support people buying over the internet and this shop is the only one that sells Cannondales in the province, so the only option I have is to switch to Yeti or build my own bikes
    I Totally 100% support the last 4 words!!! The best solution (as long as you are handy with tools) is to build bikes yourself. There really is no other way to be one with your bike.

  34. #34
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    Quote Originally Posted by divingtigger View Post
    Done battling with Cannondale, their customer service sucks here in Canada. I took my 2008 Team Scalpel in for the recall last september (2010), had to pay extra to get the Ultimate 2011 frame and it has sat at my LBS since with most of the parts transferred over (not as easily as they said either). Cannondale is refusing to inform my LBS which front derailleur I need. They have tried several SRAM S3 derailleurs with no luck. Guess my only option at this point is to part it out.
    Bummer. I wish you luck.

  35. #35
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    Quote Originally Posted by rumshcawheely View Post
    I Totally 100% support the last 4 words!!! The best solution (as long as you are handy with tools) is to build bikes yourself. There really is no other way to be one with your bike.
    Just take it home and fix it yourself. Bikes are not rocket science and you won't void the frame warranty by fixing it yourself.
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  36. #36
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    Quote Originally Posted by Ice Cold View Post
    USA here I had great customer service with Cannondale to the extent that they gave me a whole new 2011 bike just because I took pictures and said their "smooth welds" were not smooth enough.
    Agreed. The warranty issue I had with my Cannondale was handled in less than 2 weeks from bringing the bike in. That included getting a new frame from Cannondale which was 5 business days of shipping.
    Lead by my Lefty............... right down the trail, no brakes.

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    To the OP,
    Bummer you're giving up on Cdale. You could have posted here. Sometimes people like to just see if they can solve your problem for the challenge.

    It does pay to do your own research even with a trusted shop. You can spend 2 hrs looking up stuff where the shop has many customers and can't afford to spend that kind of time usually.
    Lead by my Lefty............... right down the trail, no brakes.

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    Quote Originally Posted by TwoHeadsBrewing View Post
    I've heard from a LBS that they are no longer stocking Cannondale bikes because the customer service sucks. They still special order the bikes but they've said that Cannondale is a PITA for warranty and even ordering bikes. Pretty sad considering that the bikes themselves are very good. A great product doesn't mean squat unless you support it properly.
    Don't blame Cannondale it's your local sale rep or your LBS that sucks. I had two issues this year with my new bike, every single one got approved right away, but then my mechanic has very good relationship with Cannondale sale rep, they actually hate dealing with Specialized and never have a single issue with Cannondale.

  39. #39
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    Do they use shims on this BB by any chance?

  40. #40
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    Quote Originally Posted by divingtigger View Post
    I took my 2008 Team Scalpel in for the recall last september (2010), had to pay extra to get the Ultimate 2011 frame and it has sat at my LBS since with most of the parts transferred over (not as easily as they said either).
    Your bike has been sitting in the shop since Sept 2010??? If you are just now, a year and one month later posting about this, you are the most patient emptybeer member I know of. If it was me, someone in Manitoba would have disappeared by now.
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  41. #41
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    Call Cannondale yourself and tell them about this issue. I mentioned it to the local dealer here in New Brunswick, and they said they think Cannondale would easily send you a front derraileur for the bike if for some reason the shop can't get it right. Might save you from getting rid of the bike.
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    Quote Originally Posted by smilycook View Post
    Just take it home and fix it yourself. Bikes are not rocket science and you won't void the frame warranty by fixing it yourself.
    Actually the way their warranty policy is written you have to have a cannondale shop do the work of it voids the warranty

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    Quote Originally Posted by ziscwg View Post
    To the OP,
    Bummer you're giving up on Cdale. You could have posted here. Sometimes people like to just see if they can solve your problem for the challenge.

    It does pay to do your own research even with a trusted shop. You can spend 2 hrs looking up stuff where the shop has many customers and can't afford to spend that kind of time usually.
    Wish I didn't have to, looking for an older alloy frame that I don't have to worry about warranty on and I'm gonna build it myself. I did my research and was going to get all the parts online and drop them off, but I was being nice to the LBS and letting them supply some of the parts....biggest mistake I've ever made.

  44. #44
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    Quote Originally Posted by divingtigger View Post
    Actually the way their warranty policy is written you have to have a cannondale shop do the work of it voids the warranty
    Way I see, if you are going to sell it, it probably doesn't matter since the warranty is for the original owner only. Hard to sell it while it sits in the shop unfinished. One freakin' year??!!
    Sometimes, you need to go fast enough that the trail is a blur to find clarity. -- Wild Bill

  45. #45
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    Quote Originally Posted by gemini6 View Post
    Call Cannondale yourself and tell them about this issue. I mentioned it to the local dealer here in New Brunswick, and they said they think Cannondale would easily send you a front derraileur for the bike if for some reason the shop can't get it right. Might save you from getting rid of the bike.
    up until a couple months ago I was in contact with Cannondale directly (Matthew Cappiello if anyone knows of him) at which point he stopped replying to my emails. When I went to pick up my bike the LBS said that cannondale finally got back to him (this past friday) and said that they could find 2 that would fit, but by that time I am sick of the bike and the ordeal I've gone through.

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    Quote Originally Posted by Malibu412 View Post
    Way I see, if you are going to sell it, it probably doesn't matter since the warranty is for the original owner only. Hard to sell it while it sits in the shop unfinished. One freakin' year??!!
    That's what is really pissing me off right now, if I would have taken the frame in last year when I had one of the first ones and parted it out, I probably could have gotten $4000 for the frame alone instead of asking $4000 for the whole bike as it sits

  47. #47
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    Quote Originally Posted by DavidR1 View Post
    \

    I think this says what is really going on here. The root of the problem is your LBS. The Cannondale rep has not loyalty to you, but does to the shop. He doesn't want to say that your LBS doesn't know what they are doing, in fact he has a vested interest in not saying this. Personally, I think your throwing the wrong company under the bus, but if that is what makes you happy then that is great...vent all you want

    Cutting ties with that LBS sounds like a good idea, cutting ties with Cannondale, if that makes you happy. Not sure if there is another Cannondale dealer in your town so this may make some sense if not. Hopefully you can find a bike that makes you happy, there are plenty of them to choose from.
    You know I rarely post on forums but have to agree with the fellow above. I've been around bikes for a ling time and tings work a certain way. A poor LBS can really make the entire picture look bad if one doesn't know what to look for. In my opinion I haven't seen anything out of the ordinary here other than a bit of mechanic/shop error/incompetence. As for the guy that posted the warranty information: that's basically standard across the board don't you think? Sounds like you're stuck but please don't rag too bad on Cannondale.

  48. #48
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    I have posted this next statement over and over again on similar warranty threads:

    "You must persist and if that doesn't work or if the rep doesn't correspond then go up another notch in the Cannondale food chain".

    The blame my friend lies mostly on the LBS as well as yourself. You don't get something for nothing and that applies to warranty coverage as well. Don't get me wrong I feel for you, I really do cause I am located in Greece and simple things like caliper spacers are not kept in stock, but you need to raise hell when you are not getting what you've paid for. A good portion of the money you spent on your original Cannondale went towards their customer service department.

    You paid for customer service and now it's time to collect.

  49. #49
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    ............And just another tip. Almost everyone on this forum will offer advice and any assistance they can, all you have to do is ask. You posted this one year after the fact, is the replacement frame still even under warranty?

    The only thing we can do now is offer you our sympathy.

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