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Archive for the ‘Customer Service’ Category

Mention France to anyone and more than likely they will think of French cuisine. The French are renowned for their excellent food and for the important role that food and meal times play in their culture and that is something that I have really come to appreciate.

After years of learning and appreciating the importance of meal times in families, I’ve now discovered meal times also important in a busy hospital environment. Twice this year I have been in hospital at lunch time and have been provided with food and watched as nurses, Doctors and technicians stop and have their lunch too.

The first time I was in ER and they were keeping me in to see a specialist. As I was there at lunch time they served me a tray of food. Nothing exciting. Just some mashed potato and something that bore a resemblance to chicken, along with a salad and yoghurt for dessert. But still, I was in an ER department, not exactly where you’d expect to get a free lunch!

The second time was yesterday. I had to spend the day at hospital in Lyon for testing and to see various Doctors. As I had to be nil by mouth upon arrival (and boy did I complain about that!) I was promptly asked what I wanted for breakfast and fed within minutes of my blood exams. How relieved was I? They certainly knew how to get me in a good mood and even when they told me they’d forgotten to book my MRI scan I was not that bothered.

After a morning of hanging around, having x-rays and enough blood taken to feed a vampire I had chosen to sit in the corridor avoiding all the sick people in the waiting room as I didn’t want to deal with any more germs than Baby Piglet brings home.
I was so engrossed in a novel that I didn’t notice it was lunchtime that I was taken my surprise when a nurse came and said that my lunch was being served. She seemed surprised that I wasn’t already in the lunch room with the other patients.

Off I trotted and was greeted by ten or so patients cheerfully tucking into lunch. I was asked to take a seat and then was served up a four course meal: red cabbage salad with a bread roll to start, chicken and almond tagine with vegetables and semoule for my main, chocolate éclair for dessert and yoghurt for my second dessert. Wow! Only thing missing was a bottle of wine!

To be honest the food was quite bland but there was salt and pepper available and it was more than edible. It was much better than a sandwich or McDonalds which I thought that I’d have to go out and get for my lunch (there is a McDonalds opposite the hospital). The chocolate éclair was heavenly and as I was later told by a Doctor to lose weight I am so glad they provided it and I ate it.

You’ve got to hand it to the French though, the food I ate yesterday was far better than some of the meals I paid to have out in the UK!

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In France there is a lovely term for finding temporary measures or for saving money on stuff known as “système débrouille”. I couldn’t find an exact definition of the expression but we recently experienced it in our own unique way.

Our Systeme D

As you know, we have been suffering from heating problems due to the extreme cold weather. Last Saturday our oil boiler decided it was going to work when it wanted to and I blogged about how we were literally freezing. Temperatures were as low as -20 degrees Celsius at night and on Monday our heating system packed up altogether. That meant no heating and no hot water!

Fortunately for us, a good friend had managed to get their neighbour to sell us some wood so we weren’t completely cold. Mr Piglet and I moved into the living room and the three of us huddled together in front of the fire.

Thankfully Baby Piglet goes to the Nannies during the day so I was comfortable that she was keeping warm. When at home she has an electric radiator in her room to keep her nice and warm.

On Tuesday disaster struck, Baby Piglet caught the dreaded gastro (tummy bug) and began projectile vomiting everywhere. At only 9 months old my poor, poor baby was very sick and I had no way of getting rid of the terrible odour that had invaded the house. I bathed her as best as I could using a flannel and a bowl of cooled down boiled water but by Wednesday afternoon desperation had sunk in.

I called my Mother in Law hoping that we could escape down to her house for a few days, as she answered the phone my hopes plummeted, she was sick with laryngitis! Not something I wanted her to give to Baby Piglet.
So I started calling on local plumbers and heating specialists.

Deep down I hoped that there was another issue with the boiler and that we would be able to get some heat. After numerous calls and being told that nothing was possible for days, I finally found a firm that prioritised families with young children. We were in luck!

The guy came out and spent a few hours looking at our boiler and concluded that it was definitely down to the frozen oil. I sighed, oh well, at least I had tried.

Later that evening after Baby Piglet had gone to bed and I was drinking wine in a bid to keep warm, my phone started ringing. It was the owner of the plumbing firm – he had a temporary solution to offer us! Systeme D!

At 9pm he rolled up and came in carrying two jerry cans full of car diesel. We watched, intrigued as he dismantled part of the boiler and sunk two tubes into the jerry can. He explained that this would keep us warm and allow us to have hot water and when we ran out, we’d just need to pop down to the petrol station. Even I could mannage that!

I’d heard of local farmer folk using red diesel to run their cars but not of anyone using car diesel to run their boiler! This was upside down, topsy turvy living. Systeme Debrouille in all it’s glory.

So the innovative plumber had found a temporary (if not expensive) solution to our coldness and I felt much better knowing that my darling daughter would be nice and warm.

Each jerry can costs 30 Euros to refill and the first one run out this morning but I think that was more to do with the fact that it had to re-heat everything back up.

Jerry Can!

I am so grateful to the plumber for not giving up on us and am so relieved that he found a solution for his, his innovation has made us warm and also proved that solidarity and good service from companies does exist.

I did have a chuckle as well as Mr Piglet was getting on well with him and they were chatting just like old friends and the apero (at 11pm mind you!) was being served. Mr Piglet asked what the Plumbers wife was doing and I just loved the Plumbers response: “she’s probably in bed” he sighed! Mr Piglet was asking in fact what she was doing in her life which is the literal translation from French, the information he was seeking is what profession she had!

Do you have any Systeme D experiences?

ps. I’m pleased to report that as of todat Baby Piglet seems to have recovered although she will only eat Strawberry yoghurts right now!

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I’ve had many frustrating run-ins with the La Poste (post office) as I am sure most people living in France and many other countries have experienced also, but the lack of consistency in service and unhelpfulness in France is second to none.

Until yesterday.

I had ordered some items online from Amazon and like a fool, I had forgotten to switch my address details in Amazon to my new address so they were sent out to my old address.

The new owner averted us that the postman had left a calling card and that the local post office (remember the incident I had here when I was pregnant?) was holding the items. We were in Lyon yesterday and as we had arrived a bit early for my appointment, Mr Piglet suggested I try and negotiate with La Poste and see if I can get them to give me my parcel.

We had a bit of a domestic in the car as I was absolutely convinced that I was wasting my time but I set off sulkily to the La Poste whilst he waited in the car. I took my ticket and waited my turn, all whilst tutting to myself about what a big fat waste of time this was.

Well, I wouldn’t be writing this post if it turned out to be a waste of time, so I may as well get to the point: THEY GAVE ME THE PARCEL! Yes, I had no calling card, no proof of address – just my passport and the parcel number which Amazon had sent me by email.

I don’t know if it is because it is holiday time and the staff were stand-ins, but the lady on the desk immediately understood my problem as soon as I started explaining and offered a solution stating that she just needed the parcel number.

If only more of my experiences could be like that but it’s great to have something positive to say about them for once even if I did have to listen to Mr Piglet say “I Told You So” when I returned to the car with the parcel!

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So this is a rant. It’s been a while and I’ve been keeping my rantiness to myself, but my patience has come to the end of it’s tether with some French internet companies.

As a new Mum, buying online should be an easy way of getting the things I need, delivered to my new rural address quickly and easily and without needing to trek to nearby large cities like Lyon or Grenoble with Baby Piglet.

Or so I thought.

Since Baby Piglet has arrived I have had no end of bad experiences with various companies and my patience is really wearing thin.

My biggest complaint is with companies such as Oclio and Kiria saying they have items in stock, accepting my money and then once I’ve ordered sending me emails saying that the item won’t be delivered for a few weeks because out of stock. Fast forward a few weeks and still no news.

In fairness, Oclio did eventually deliver albeit 4 weeks after the original advertised delivery date, but as for Kiria they have neither delivered nor refunded me my money (which they told me at the beginning of July they would do within 7 days).

I’m becoming increasingly irate with Kiria as their customer service department is hell to reach (they have several numbers) and emails remain unanswered. Currently they owe me 113 Euros and I’m really beginning to wonder whether I will get to see them again sometime soon. Am I funding a flailing internet business which fails to understand why customer service is important in the online world?

It is apparent to me that they have blatantly failed to understand their target market – new Mum’s wanting to order items hassle free, quickly, online! Babies grow quickly so are likely to soon out grow any item we get for them if we have to wait months on end for it to arrive!

Vertbaudet is another French internet company I have ordered from and I have to say their level of service has been exemplary thus far. Kiria and Oclio should take note. Whilst some items have been out of stock, I have been kept up to date every step of the order and the out of stock items were delivered on the date they told me that they would be. Perfect, what more could I ask for (aside from their online stock being up to date which it seems in France is never the case)?

What got me ranting this morning was waking up to remember that I still need to chase Kiria for my money back and also remembering that I still hadn’t taken delivery of the two bean bags I had ordered from Usineadesign.com at the end of June. Delivery was promised within 15 days and I’ve not had any news yet. Yet another company to chase!

With new Mummy brain, keeping track of these companies incompetence is rattling my cage and annoying me. Making me waste time and seriously getting up my nose.

What good or bad internet shopping experiences have you had lately? Any good website recommendations in France are welcomed :)

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Who here pays their electricity and gas bills by automatic direct debit? Did you know that it is likely you are financing the utility companies by doing this?

I’ve always been useless at paying bills, I would open them, put them on my desk, have a couple of really busy days and they’d soon be buried under mountains of paperwork and forgotten about. Fed up with getting reminder letters, I set up direct debits for all of my utilities thinking it was the right thing to do…

Only it wasn’t, I’ve had some astronomical bills come through since and last summer I started paying scrupulous attention to what I was being billed and debited. The thing with direct debit is that because it’s so automatic and doesn’t require much effort we can have a tendency to not pay attention to how much we’re paying.

Since last summer I have been carefully checking our electricity consumption and comparing it to the bill. Each bill I have received since has been erroneous; the first one by about 30 Euros, the second one by 150 Euros and yesterdays bill by 400 Euros! Each time these amounts are debited from my account and I have to call up EDF to get them to correct it! It’s ended up taking me more time to sort out than simply writing a check and it’s always them that owe me money, never the other way round!

Yesterday really took the biscuit though as I was not expecting to be debited more than 700 Euros for my electricity bill as I hadn’t paid attention to the bill when it arrived so was caught rather by surprise.

Thankfully a quick call to EDF resolved the situation without any upset and the lady was really helpful, even suggesting I ask my bank to refuse the direct debit if it had put me in difficulty (not exactly what you want to do when you’re trying to get a French mortgage mind…). I have never come across someone as helpful as she was and I was truly grateful for her for not making things difficult for me. Within 30 minutes I had a corrected bill and credit note (a reimbursement would take 3 weeks and we’ll be moved by then). This is one of my only examples of good customer service in France but it goes to show that it does exist, albeit very rarely.

It appears I’m not the only one to receive high bills from EDF, I read on TF1 about some poor bloke that got stuck with a bill for nearly 60 000 Euros at the beginning of January. The poor guy still hasn’t managed to sort it out with EDF now, so he’s obviously not had quite as much luck as I have.

I can no longer afford to be financing these companies; if I want to invest money in them I’ll buy shares thanks very much! It’s easy for them to get away with debiting and billing what they want and then taking time to rectify, so from now on I’ll be paying all my bills by good old cheque thank you very much!

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The Piglet family should (dramatic pause), normally have a home to call their own again from 15th March. We’re due to complete on the city pad sale on February 15th, meaning that we need to move out really by February 11th, meaning “OH MY GOD, I’M GOING TO BE HOMELESS IN 16 DAYS!!!”

It seemed to be the perfect time to have a baby, aged 28 + 31 we were settled in life, had stable businesses, a nice home and now we are going to be homeless! What went wrong?! First of all it took much longer than we thought to actually make a baby and then the world’s economy decided to continue to being bad. So here we are at ages 30 + 33 with a bun in the oven and homeless in a matter of weeks!

Fear not for the safety of Little Miss Piglet however, as we have found a house to buy! In fact, it was the house I first presented here back in November – ironically one of the first ones we saw after accepting an offer on the city pad.

Needs some softening, nothing some plants and pots can't sort!

You may remember our original wish list?

- spacious, ideally 200m2
- outbuildings
- rural but not isolated
- character building if possible (shouldn’t be hard in France)
- ADSL required!
- Not on a busy road
- No structural renovation required in the main property

Well this property ticks all the boxes except the busy road one. There is a busy road at the end of the garden, but the gardens 1.5 hectares big, so that’s quite a way away and with some hedge growing and clever gardening we should be able to block out a fair bit of noise.

Need some hedges here

Why we didn’t buy it back in November I do not know, it just seemed to early in the search and then we went on to the other property with dreams of running gites and the like so I guess we (more like I) got sidetracked in a dream world for a while. I’m still keen on the gites idea and we will have a barn which we will be able to convert eventually if I still want to do it.

Somewhere to make our wishes


Small but pratical, I will miss my current cupboard space


Dining room


A country feel...

We made our first offer on the property last week and by Monday we had agreed a sales price and completion date with the agent and vendor. Spookily though, ever since things have gone quiet and we are waiting for them to formally countersign the offer letter we sent them to send on to the mortgage bank (the mortgage bank have agreed to speed up the process of issuing our mortgage offer if we give them a copy of the countersigned offer letter).

We didn’t have any news from the agent yesterday and no news as yet so far today. Maybe this is just normal for France, I really don’t know but judging by our experiences so far it seems as if it might be, so I am trying not to panic just yet. Afterall, the vendors agreed to everything on Monday so why would they change their mind just yet?

I have to say though, everything is slow in the property process, here are a few more examples:

1. Removal company: we’re using a removal company to remove, store and then install our belongings. We contacted them on Monday morning first thing to confirm a removal date and we’re yet to hear back. We have chased.

2. Notary: we contacted our notary ref the property we’re selling on Monday to confirm a completion date for the signature of the Acte Authentique as we’d agreed with the purchasers that we’d complete on 15th February. So far, no confirmation from notary.

3. SAFER: The SAFER is an organization who have first refusal on all agricultural and rural land over a certain size, a bit like how the townhall has first right to buy a property when a sale agrees. The vendor has to contact the SAFER and inform them that the property and land is being sold and then it can take up to two months (!) for them to come back and contest the sale. Because of our desired completion date we had to request that the fast track service was used as opposed to the normal bog standard service. Nobody in the sales chain (notary or agent) mentioned this was possible, it is only our knowledge of this that enabled us to request that it was used.

4. Our bank (three letter word with lots of L’s): refused our initial mortgage application because they were still taking into consideration our existing mortgage when deciding whether or not to lend. They wouldn’t reconsider until we could provide proof that our city pad was definitely sold (ie our buyers had got mortgage finance). This was sent to them on Monday morning. Today, I left my 6th message and finally got a call back confirming receipt but still no news on the mortgage – thank goodness we have another source to go to but I do prefer the rates our bank offer!

I’m sure there will be plenty more examples of how buying property in France is stressful over the coming weeks but let’s be positive, everything can be dealt with! So far, I’ve decided the best way to ensure that things keep moving (thanks to my business experience) is not to let up on anything! Each morning I make a list of all the people that are important to my project and I call them to touch base or to remind them I’m waiting for an update. This would annoy me so much but in France I’ve decided it’s essential.

You just cannot rely on people to get back to you, you have to remind them constantly. Proof of this is the number of people who are able to give you an update there and then and yet they hadn’t contacted you. Maybe I’m shooting myself in the foot and by calling everyday they won’t bother to update, they’ll just wait for our call, but at the end of the day it’s me that wants to move in as quickly as possible so I may as well make the effort!

Finally I can start dreaming up colour schemes and decoration for the nursery!

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Happy belated Christmas everyone!! Hope you all had a great holiday and that you enjoyed the festivities of the season.

The New Year is just around the corner and the Waiting Game continues in the Piglet household although there have been some small but major developments…

Our bank still has not come back to us on the mortgage despite last Wednesday requesting yet more information from us! I know there has been Christmas in between and all of that, but there haven’t been any bank holidays in France since Christmas day was a Saturday so all the banks have been open as usual.

I was absolutely furious when the request came through as the information they requested had already been supplied once, on their mortgage application form and they had acknowledged receipt of it two weeks prior. If they can’t read their goddamn mortgage application form then what hope do we have of getting a mortgage with them or what hope does the world have given that the world’s economic stability depends on these bankers?

Rather more annoyingly is the questions the bank asked do not relate in anyway to whether we can financially afford the mortgage or not. One of the questions was what my maiden name is, another is in which town was I born? What the hell does that have to do with lending me money? Supposedly to do with money laundering but surely they should have this information or have at least checked it out 4 years ago when I opened my account with them and before they initially lent me money for my first mortgage? It’s not as if I’ve just arrived in France and they don’t have any of my banking history! Argghhh! Needless to say the information was in the application form we submitted and also on my passport and my livret de famille so the fact they had to ask this again really does make one wonder…

In fact, I was so wound up that I could not relieve myself of the negative energy within me and I was absolutely gagging for an alcoholic beverage of some description, but now that I’m preggers I daren’t so much as take a sip of anything remotely intoxicating, so instead I took myself out for a walk, chanting away to myself to calm down and found myself in front of the food shops.

I bought the hottest curry paste I could find and all of the parsnips I could get my hands on and came home and made myself the hottest green curry I could possibly stomach and then had the delights of having our baby girl kick my insides until I felt like I had gone ten rounds with Mike Tyson. Probably not the cleverest thing I could have done but the stress and negativity descended and I started to feel more human again.

On Thursday and in much desperation, I called upon the services of a mortgage broker and have not regretted it at all! Our mortgage application was complete by Thursday afternoon and he submitted it to a number of banks on Christmas Eve and by this Monday, we had already received a mortgage agreement in principle. I should have known that this would be the best way to go about things working in finance myself, but I did not have the energy to try and explain our rather bizarre situation to anyone yet alone countless banks – I know how headnumbingly stupid and illogical they can be, especially before the end of the year which is always a busy time for them.

Still no news from our bank though – I haven’t chased them and won’t do so. I want to see just how long they do take to come back to me so that I can tell them where to stick their mortgage, their bank accounts, their insurance policies and their savings accounts when they do. It will be of a great pleasure to me as we have spent a fortune with them in fees and policies over the past few years so it will be a great pleasure for me to tell them to take hike. Maybe they’ll think long and hard about how they should deal with customers, but then again, who am I kidding? Customer service doesn’t exist in France so what the hell?!

So we’ve finally closed one round of the Waiting Game but now the second round has commenced: we have just made an offer on the house (very low) and once again the ball is not in our court. We will just have to wait and see! Hopefully the estate agent will prove to be more professional than our bank!

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Common sense is obviously somewhat lacking at the French Fedex’s offices during the summer. At almost the same time last year I had a run in with them (my first of many) which you can read about here.

It would appear that their corporate brain goes on vacation during the month of August. Or, maybe they’re working in collaboration with organized crime and earning themselves a neat profit from criminal activities?

What leads me to think this?

Fedex have mastered the knack of finding unoccupied properties during the summer months and marking them clearly as targets for all and sundry to see.

How do they do this?

They put a bright yellow sticker on your front door saying that you’re not there!!!

Fedex advertising to Criminals when a property is empty! BRAVO FEDEX!!

Yes, seriously. Whilst La Poste, DHL, UPS and other courier companies are behind the times and simply leave a calling card in your letter box, the intelligent folks at Fedex have over-engineered the calling card and have diversified their business activity at the same time.

Thankfully, the bright yellow sticker was only on my front door (which is street facing nevertheless) for one day, but imagine if I had been decided to stay away for longer? As it was I had been away for 5 days due to a bereavement in Hubby’s family, but I could have quite possibly stayed longer in which case my property would have been advertised as empty all that time! Or, some clever monkey could have nicked the post it for a bit of fun and I would have been none the wiser that they had tried to deliver.

Seriously Fedex – get a grip and use your brains! Do you really want to be responsible for burglaries and missed packages when you could just go back to basics?

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Sometimes I think that I’m just not meant to cook! I mean, for months my induction hob had slowly been passing away and at the end I only had one measly ring left working on it, so cooking anything that required two pans (or more!) instantly became a logistical nightmare.

At the beginning of February I had hoped that all that would change when Hubby and I agreed to buy a new one. We had hoped to get the old one repaired, but when we discovered how excessively expensive it was to get it repaired and that the reparations were only guaranteed 3 months (yes, just three months for brand new pieces – that just goes to show how much confidence the manufacturer has in them!) we decided it was just better to buy new!

So after weeks of waiting last Friday, my brand new shiny black induction hob was delivered. Only, it wasn’t any good. After all are careful measuring we had managed to order the wrong size. Disaster! Yet more juggling with the pans in the kitchen!

Not wishing to have to wait another month for a new one to arrive, we made the decision to order at trustworthy Darty. We could get their guarantee extension and be delivered on Monday. Youpee!! Hubby managed to negotiate the price down to a reasonable level and we ordered knowing that we were putting our money with a trustworthy company.

So, Monday came and the guys from Darty delivered and installed the new hob. Fantastic until I saw how clumsy they were. Imagine two great big hulks that look like they’re stood on a ball (a bit like a bowling alley pin) rather than standing on two legs. They managed to break a Champagne glass within the first five minutes, and oh, yes, they also managed to break my Dietrich fitted microwave. They literally pulled the door off thinking that they could remove it from its unit by pulling the door really really hard!

Darty being Darty, they immediately arranged for someone to come round and repair the microwave. They came yesterday but quickly admitted defeat when they saw the level of damage their colleagues had caused. They needed to order a new door – which takes a minimum of a week to arrive! So, now I can’t use my microwave and all the extra portions I’d cooked on Sunday for Tuesday evening have had to go to waste as I can’t heat them up!

Given that I didn’t have anything else we could eat as everything needed to be re-heated thank goodness for Plats du Monde, a restaurant delivery service! We were able to order good Mexican food from them yesterday and be delivered within the evening without it costing a fortune and still being able to eat reasonably healthy at the same time (unlike most takeaway food). The food comes from the actual restaurant and is from their restaurant menu so you’re getting the same as if you actually went there which is good. It was really great and very very tasty even if one of the Burritos was a bit too hot for me! Next time we’re going to try Indian!

Mexican Restaurant Lyon - El Sombrero

Mexican Restaurant Lyon - El Sombrero

So, the microwave is out of action for the foreseeable future and I’ve just wasted a load of food which I’d cooked on Sunday so my kitchen conundrums are still not over!

Being British I think I’m going to write a letter of complaint and see if I can get some cash out of Darty – I mean, because of them I’ve been deeply inconvenienced and had to order food in from a restaurant!

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I’ve had a bit of a shitty week and hopefully its all due to come to an end tomorrow as I’m off to Lisbon to see my parents. Its been a while!

I should have known on Sunday evening that I was going to be in for a cracker of a week, as Hubby & I were invited round to my neighbours for dinner. All started well, until I learned that we were going to be eating my two most feared foods:

1) Magret de canard (duck): I actually like duck but others always cook it bloody and I then have to negotiate not eating it or slipping it to my hubby for him to eat.
2) Fondue! I have not eaten this since my Fondue incident at the beginning of February and everyday I live with a reminder in terms of a big red scar on my hand…

I should have taken these signs as a bad omen and cancelled all the rest of my plans for the week…

Roll on Tuesday and I had an important work meeting. By Tuesday night I was exhausted and I nearly passed out on the motorway whilst on the way to the airport. Pretty scary stuff I can tell you as I couldn’t breath and began violently shaking. I just about managed to pull over onto the hard shoulder and then my poor passenger had to drive my right hand car to the airport with me just about managing to give directions! He should have read my driving tips!

At the medical centre in the airport I met the nicest Nurse and Doctor I’ve ever met, and even though my blood pressure was in free fall they were really lovely and never once made me repeat myself. When I felt better I realised that they probably hadn’t been able to understand a word of what I’d been telling them about my symptoms (try speaking French when you’re hyperventilating!) and yet they were professional and didn’t sneer like most people do.

They even managed to save me 160 Euros on the short-term car parking as apparently I’d got my colleague to park it in there at some silly price like 2 Euros a minute! Thankfully the nice Nurse sorted it out and she saved me a lot otherwise that would have been the cherry on the cake.

Then on Wednesday, hubby made me an appointment with my new doctor (who is lovely, speaks English even though we always speak in French, and used to work in Japan). Worryingly he didn’t even have to give my name for the appointment as apparently I’ve been there so much in the last month that I will soon qualify for a Frequent Visitor loyalty card (LOL). I patiently waited for the appointment time to come and battled my way through the maze of intricately guarded Interphone and front door systems, only for me to get there at said appointment time to find a note on the door to say that they had to cancel and had tried calling me but couldn’t get through. Oh yes, we had broken the telephone, I’d forgotten about that!

So now we’re Thursday and I’m just getting through the day, slowly but surely… It’ll be Friday soon and I’ll be on my way to Lisbon and hopefully getting some sun… Or, knowing my luck it will pee down all weekend!!!

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