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Found 62 results

  1. Hello Cags, My fiance purchased a Louis Vuitton bag from their flagship Bond Street store in London. The day after purchasing she noticed an odd scuff mark (not caused by her) on the inside top lining of the bag and on close inspection the paint is revealed to be noticeably peeling off in an area of around 1 cm square. Not knowing her rights she approached me a couple days later with the issue and I took a look and believe that this item was sold to her defective and that she should be entitled to a full refund under consumer law. She was not afforded the opportunity to inspect the item upon purchasing as they gave her a sealed boxed item to take away. She paid using her debit card unfortunately. A week after purchasing she attempted to return the bag to the store only to be told by the store manager that 'the bag is worn and cannot be returned under Louis Vuitton guidelines'. We immediately sent a letter requesting a replacement/refund under UK consumer law. No reply for 2 weeks and we sent a letter before action with legal threat. My fiance had a phone call and Louis Vuitton refused to give refund however they have offered to send the item to their Paris Quality Control team for checking - however no possibility was given for a refund or replacement. We gave them a deadline of Friday 26th November after which time we have threatened legal action. They have 4 days. Do we need to hand the bag over to them for 'quality control checking'?!?!?! What madness is this!? I am guessing it's just a run around. Please advise. 99
  2. I recently had a new electricity meter replaced (at the request of nPower, our supplier) on the 10th April 2014. On the meter plus card the guy left it states: R (meter number) 39998 F (meter number) 04775 on the 9th July i submitted my reading online: 5247 On contacting nPower to find out my balance, she manually worked out the approx bill (39952 on 27th nov 2013) and based on the start reading on the card (04775 to 5247) This gives us an overall CREDIT of £700.00. She said it could be a few pounds either side, as it wouldn't be exact. On contacting them today, they have based on the bill on a start reading (on the new meter) of '0'. Is this right? Does the meter plus card hold any weight in respect of the readings? Is the reading on the card (marked F) the start reading of the new meter? nPower have passed it onto their 'back-office' which could take upto 28 days to resolve. but I was assured the manual reading was accurate (and certainly not out by £700) Please help with whatever advice you can please. Thanks James
  3. I have a pair of "Studio" Beats by dre headphones. These have became faulty and are in need of a repair. However beats are objecting the repair due to these headphone being outwith the warranty. The headphones i had were replaced in july 2013 and i received a new pair. Would this be contestable as this is a new product - do the new headphones come with an extended warranty ? - The original warranty ran out in december 2013. Thanks
  4. Hi all, My boiler (Ideal H30 - 6 years old), has been ruled beyond economical repair. They tried to sell me a new install, cost = £2900. I have their formal quote in writing. They recommended a Wocester Bosch (model 30si) for this house in quote. After this - I did research. We infact, do qualify for a free boiler replacement. We meet all the conditions. Spoke to them - they confirmed, you are entitled to free boiler replacement. My question: For the free replacement, they want to use a different boiler than the one recommended in the quote. As my current boiler (ideal HE30) is no longer manufactured, they want to replace it with the closest model (Ideal Logic 30HE). Ideals boilers , get very poor ratings when I've looked (e.g Which? Gas boilers owners' views score = 59%). It has a low reliability rating (below 60%). I would like to get a different boiler fitted. I would like to know what my options are, and what my rights are. 1.How could I viably challenge their choice of the replacement ( now an Ideal H30 instead of the Worcester that they initially recommended). (Preferred). 2.If not, how can I get them to make xxxx funds avaliable, I chip in more - to get the one I want- i.e. their costs remain the same ,but, I make up the difference.(Acceptable). 3.If not what approach can I take take, to get them to send me cheque instead for the value of the boiler - I will chip in more and buy a new one myself.(Worst case). I'm not bashing BG. Nothing like it. Just want to create a win win solution. Thanks all.
  5. Hi, Wondering if anyone can help me. My son accidentally used my freedom pass last month and was stopped by inspectors who confiscated the pass. He has managed to settle out of court with TFL who have advised him that I need to apply for a new pass as the old one is retained on file. How do i actually do this -- start the application process from scratch? or apply for a replacement (but here reasons given are lsot, stolen or damaged no none apply?). if i start from scratch wont they see i have had one issued anyway? I genuinely was not aware that my son had taken my pass. Can someone advice on how/if i can get my pass back? thanks
  6. Hi I'm looking for some advice over a somewhat complicated issue. My daughter attended a local gymnastics academy and I bought her a club leotard which was needed for a display, she wore the item approximately 6 times for an hour at a time when I noticed stitching on the shoulder seam was faulty, I returned the item to the academy 7 weeks ago and was told at the time that they had issues with other leotards and it was being dealt with by the manufacturer. Since that time my daughter has decided to leave the academy to concentrate on her other sports I contacted the academy today and asked that the leotard was either replaced or a refund issued as the item was faulty and was told that the manufacturer had looked at the item and had decided that we had purposely damaged it and would repair it at the earliest opportunity but the lady who does this is away, when I questioned if the lady had been away for 7 weeks the academy said that it was the academy's fault as they have missed collection by the manufacturer several times. When I asked about the fact that i was told they had problems with other leotards I was told that those issues were with the cuffs and not the shoulders. I have asked that the leotard is returned without repair so that I can get an independent evaluation as we have not purposely damaged the item why would we? At the time the leotard was only 6 weeks old and my daughter was still part of the academy. The lady who runs the academy has not mentioned anything to me about the item until I contacted her this evening. I feel I have given sufficient time for the problem to be rectified but the academy has told me that I only had 14 days to report a problem . what I really need is advice do I have to accept a repair on the leotard on their say so that I have purposely damaged the item or am I within my rights to ask for a refund. They have point blank refused to give me the item back in the faulty/damaged state that I returned it. I really feel that they have painted me as a liar. Sorry if this is a bit long winded and apologies if I have posted in the wrong section but any help or advice you could give me would be highly appreciated Thank you
  7. Hello, I'm hoping you can help! My brother was in a joint tenancy where the fixed part ended and it became a monthly rolling tenancy (I believe this is called a periodic tenancy). Due to difficulties with the other two tenants, he advised the landlord he wanted to leave and gave a months notice. The landlord accepted this but told him he would have to find a replacement tenant before he could leave. He tried to but was unable to do so. During this time the other tenants decided to leave and gave their notice which ended a month later. The landlord had my brother pay for what would have been his share of this extra month because he had not found a replacement tenant for the final month. As far as I understand it, the tenancy was terminated for everyone at the end of the notice my brother had given and finding a replacement tenant was not a requirement. If the other two tenants wanted to stay on that is between them and the landlord. My brother only paid the extra months rent because he believed the landlord, though I feel he was misled. Can anyone shed any light on this, as I'm not sure if I'm correct in thinking my brother was misled and should not have paid for the extra months rent, or if the landlord is correct? Sorry if I haven't explained myself well, I can provide further information if required.
  8. I have a disabled persons railcard and had to replace my oyster card. Do I need to go to the station to get the railcard added again? Thanks.
  9. My laptop had an accident back in June, and on giving it to the Whatever Happens team, it was returned unrepaired 15 days later. There was a letter stating that the damage was not covered by the agreement and the extent of the damage was inconsistent with the description of the accident. This was a case of accidental spillage of coffee on the laptop. I responded to the letter with a detailed description of how this happened, and asked to have the decision reconsidered. This was back on the 5th of July. Since then, I have been regularly calling them on the telephone and as soon as I state the reason for my call, I'm placed in a queue and my call NEVER GETS ANSWERED. The longest I've been on hold is 20minutes, beyond which it is impossible for me to wait AND have a normal life. Could someone please advise me on what the possible next steps would be? I have emailed the local Trading Standards office asking about how I can register a complaint against PC World/Currys, and Im waiting for their reply. Is there anything else I can do or have the government given CURRYS a free hand in this matter so that they can cheat customers of their hard earned money?
  10. Hi, I bought a laptop from apple a few years ago (2008), which was subsequently replaced due to issues and faults last year (April 2012). My new laptop has now also come up with a bunch of issues, which after an appointment with apple has indicated an internal issue. I talked to the manager asking whether my laptop would be covered under the "Sales of Goods Act", to which the manager said no due to the fact that, the protection granted from this only applies to the original product and from the original point of sale and that I have no claim. I asked the question before I left asking if the "statutory warranty" applied at time of sale of at the time of receipt of the goods and he said sale. Coming home and having done a little research I think he was incorrect and that this replacement laptop should have its own statutory warranty applied to it. Is there any basis for this? Am I completely off base or do I have a claim to have my laptop repaired?
  11. Hi, I am after some advice. In February I brought some replacement (non genuine) laptop power supplies for a customer of mine from Ebay. Last week on the TV Programme 'Fake Britain' there was an article about these power supplies saying they were dangerous and some stores that sell them have had them confiscated by trading standards as they don't meet their guide lines. My customer also saw this programme and returned the power supplies the next day. So this has left me with 10 power supplies that I don't know what to do with. As it is over 90 days I cannot find the transaction details etc so cannot go back to the seller, would it be worth complaining to ebay about these power supplies. Thanks JJ
  12. Hello, I hope I'm in the correct section. I've always found this site useful in answering any questions and have never needed to sign up until now. I hope some of you lovely users can help me out with a situation I've fallen into. 2 days ago I took my "guess" watch into a branch of "tgs jewellers/ pawnbrokers" to have the batteries replaced. I decided to go to this particular place due to it being open for several years I automatically assumed they know what's what... As they repair/sell and buy watches. I took the watch in and the gent told me it'll be ready in an hour, I thought nothing of it and returned in an hour. The gent at the counter gave me the watch and I put it on, asked him how long the batteries should last he replied "a few years minimum, they're good quality batteries"... At this time I was trying to correct the time on the watch and found the stem was stuck solid. The watch itself has ZERO problems prior to this battery replacement. The stem is set up so you pull it out one click to set the date and another click to set the time. Then click/push it back to have it set. The stem is completely STUCK down at this moment. I ask the gent what's happened... He fiddles with it and says "it's a push system... You push it down an set the time..." no. No. That's not how it is, he argues an says yes while he sets the time... I ask him how am I supposed to set the date then? He replies"I don't know, I don't know how the watch works" At this point I started getting a bit upset and ask him "have you changed the internals or something this is not how my watch works?" he says "no I was there when the batteries where replaced upstairs, it couldn't have been changed. And goes out back. I can see him on the pc with someone doing some type of video chat. Then shows the watch to the camera. I don't know what's happened. He returns and says they will have a to call in the watchmaker who will have a look at it. I have little option... Either take the busted watch or leave it and hope its fixed. I leave it with them and am told it should be ready in 5 days. It's been 2 days and I'm getting the sweats every time I think about the watch. The watch not only is valuable money wise, my father purchased this watch for me on my birthday 2years ago, unfortunately he has passed away and this is pretty much the last birthday I had spent with him/ gift I got from him. I'm scared they have done something to the watch, changed internals/mechanism? I'm even more worried now if they do manage to get it back to normal what if it falls apart in a few days/weeks. I'm pretty scared and unsure what to to. I'm hoping someone would give me advise how to handle this situation. I have no idea what to do/say/expect. Long story shortened: Gave watch to jewellers for battery replacement Collected the watch, doesn't work the same mechanism or correctly Jewellers calling in a watchmaker to look at it
  13. Bought an ipod touch a couple of years ago and was told at the time about the whatever happens warranty. I went back 2 days after i bought the ipod and bought the warranty. So yesterday i drop my ipod and smash the screen, today i took it in with the warranty details and reciept of the warraty but they say they wont replace it without the reciept for the ipod, the warranty isnt enough. Ive havent got the reciept so i asked them to look on the system for the purchase details, when they look they can find all of my other purchases from currys including the warranty but they cant find the purchase details of the ipod. So after 2 hours in the store and on the phone today i am still no further. They keep saying i could have got the ipod from anywhere. Cant remember whether i paid on card or not but im getting my statements from around that time tomorrow. What can i do? Its their fault theyve lost the purchase information. Also he offered me a refund on the warranty which i declined for now but he wouldnt give me the offer in writing. Thanks for any help, if you need any more information please ask.
  14. Hi there, wonder if anyone out there can help me. I had to report my counterpart driving licence lost and to register a change of address a week ago. I thought that going through the local DVLA office would make the process a little bit quicker. I could not do it online as I do not have a passport. The member of staff at the DVLA office said 3 weeks but said that they say 3 weeks to cover themselves, however, I have had stuff back from them an awful lot sooner In the meantime, out of the blue I have a job interview with more than a good chance of getting the job, in a couple of days with an agency who insist on using my driving licence for an identity and address check, I have been told that if I don't produce the licence, I don't get the job. I phoned DVLA in Swansea today explaining the situation and they were quite unhelpful, I was told that there was nothing on their system and there was nothing they can do about it and to wait the 3 weeks. I'm sure that there must be something on their system especially as a week has gone past as I handed everything into one of their offices and I know of people that have got them back within a few days. Anyone have any idea of what I can do? I don't want to lose the opportunity of this job as I have been unemployed for 8 months and jobs are harder to come by these days. I explained this to the DVLA person and she could not have been more bothered even if she tried. Many thanks in advance.
  15. Hi everyone Can someone please offer any help on what my rights are regarding a 'like for like' replacement for faulty goods? Does the term 'like for like' even have any legal bearing? I have recently bought a new TV as a treat when moving house. - a 47" Toshiba, 47WL968b. I considered myself lucky when I got it at a discounted rate via Groupon. The price I paid was £699 on 30th April. The retailer lists it on their site as £949. It arrived last week and worked without problems for a day. After that it present a catalogue of faults. The retailer confirmed these since they had other reports of the same. They sent me another of the same model which arrived yesterday. It too has the same faults. So, I've spoken to the retailer again this morning. I've told them that I'll be happy with a like for like replacement - to me meaning an alternative TV of the same size, standard, and spec as the one I bought. They've refused. The model I've pointed out with an identical spec is an LG listed at £999. The retailer says 'like for like' means replacement for a TV they price at £699 - what I paid for mine when it was on sale. I've even said I'll pay the £50 difference, but they're not interested. It's a refund, a TV listed at £699, or they'll arrange an engineer visit (which I think will be worthless since they've said themselves they think it's a firmware issue that might or might not be resolved in the future). Can anyone tell me where I stand here? Am I expecting too much? Or is the retailer supposed to replace my faulty product for one of the same grade? Cheers Mike
  16. Good Afternoon All, I am currently in a situation with Dell and I would like to ask for some advice on how to proceed. In May 2008 I had a Dell XPS 1530 which after 2 repairs failed again. They replaced this free of charge for me in August 2010 after threatening legal action and citing the SOGA. They replaced it with a Studio 1558. Now in February 2013, this laptop already having been fixed once for overheating has now failed again. It overheats, fails within 10-15 minutes sometimes (just shutting down). Not only that but the graphics have glitched where all the colours are inverted and some keys don't even work on the keyboard now. I contacted Dell by mail again requesting they replace this again or refund me, otherwise I will proceed with small claims court. Dell called me (and are about to email) to advise they are not willing to play ball and that I should begin legal proceedings. This is because my "original" purchase was 2008. Just because the recent laptop was given to me in 2010, it doesn't matter. What would your advice be in this instance? They want £170 for a repair, that I am not confident will be a complete repair and based on my service history will need to be looked at again within 12 months. Is what they are saying true, that my original purchase date of £600 in 2008 is what counts? They machine they replaced it with in 2010 was £999 at the time and I didn't have to pay any extra difference. I look forward to any advice. Thanks Jamie
  17. Hi all, am having a bit of bother with Orange small business customer services, to cut a long story short, my HTC Desire S isn't working as it should, rang Orange, a week ago. They offered a replacement. Problem is, they don't ave any re-conditionned Desire S in stock, apparently they come in as and when available. No one seems to know, could be days, or weeks.. I run a small business, and cant use my phone properly, so after having waited a week, i rang them back. still no news, i then said that i couldn't wait any longer, so they offered the Wildfire S as a replacement, i refused it as it is not a like for like phone. (lower specs!) Basically, i am stuck waiting for the Desire S, Orange customer services refuse to offer another like for like replacement, am banging my head against a brick wall anytime i ring them, no help whatsoever. Any advice would be welcome !!
  18. Hi all, just asking a question on behalf of a friend. He currently has Asda car insurance with the added windscreen policy. On driving home from work today, he hit a bump ( his words), on the A55 from chester into North Wales, and there is a crack in his windscreen in the lower right hand corner. it is an "S" shape and is a few inches long, although it is confined to a small area. The downside is that it does go to the edge of the windscreen so it most likely cannot be fixed. He has read the Asda Policy documents and understands he is liable for a £60 excess for a windscreen replacement but only with their approved repairers. Now, both me and him have tried searching for their approved repairers, and cant seem to find out who it is. We were wondering if it is autoglass, as there is a depot less than a mile from where he lives, so it would make life much easier if he can simply drop it off and pick it up on his break from work. Does anyone know who ASDA insurance use for their approved repairer? We would normally phone up, but their lines closed at 8pm and he didnt finish work till 8.30. Edit: From the insurance booklet that accompanies his policy it says:
  19. Bought a phone from Carphone Warehouse - basic facts are these: 1) Phone is over 30 days but under 6 months old and has developed a headphone socket fault. 2) Headphone socket receives minimal use - on average once every 2-3 weeks to transcribe recorded stuff. 3) I returned the phone to a Carphone Warehouse Repair centre having ascertained from their website that the site could repair the particular make of phone on site. 4) On arrival the repair centre said that they did not (despite the website's claims) repair that make on site and it would have to be sent away for between 14-28 days for repair. 5) Any loan phone would be a basic model incapable of receiving email. This was not acceptable to me as my current situation requires that I be accessible by email at all times. (I would be happy to accept a loan phone that gave me sufficient email access but this was no an option.) My research suggests that the nature and age of the fault means that it falls to be described as an "inherent fault" which means that I'm entitled to a repair or replacement. Further research suggests that if the repair option would cause me inconvenience (which, without email access it most certainly would) I am entitled to a replacement. Carphone Warehouse have refused a replacement on the grounds that it's not their policy to issue replacements outside an initial 30 day period. When I mentioned the Sale Of Goods Act's comments on inherent faults I was told they were not prepared to break their policy. Before I escalate this could somebody clever confirm that I'm not barking up the wrong tree and that I do have the right to seek a replacement. As it stands my options are either put up with a phone that doesn't work in the way I require, or face up to a month with a phone that does not meet my needs,. Neither option which seems particularly satisfactory to me.
  20. I dont want to get into too much detail as I think this may end up in court, but I would like to hear from anybody who has had to secure a replacement vehicle from a third party insurer, and if this is a reasonable request. In a nutshell, my 8 week old car was hit from behind late last year and has been declared a total loss. Aviva is the other insurance company and so far they have failed to contact me regarding this incident at all. I have asked for the vehicle to be replaced with a like for like example (GAP insurance and such is not required and not suitable in this instance, and whats owed on the finance lease is way less than its pre accident condition valuation) and Aviva have declined this, although not in writing at this stage. I have asked to put back to my pre accident condition; as I can no longer replace this vehicle at this price point and the only way to not suffer a financial loss is to have a direct replacement. Its easier to get the insurance company to replace the car as far as I am concerned, other wise I will then have to sue them to get back my losses and still end up without a car, and as its a credit product I cant reapply for another few months, and in any case there is no guarantee of being accepted again hence me wanting to avoid the settlement route. The finance settlement plus losses comes to substantially more than the vat free price of a new vehicle, and I am of the opinion that its ludicrous of Aviva to go down this route. Its been well over 6 weeks and we have got nowhere. Anyone have any similar experiences and what outcome can I realistically expect from this? As an aside, Aviva customer service is truly, truly awful. The call centres are badly managed, the staff poorly trained and thoroughly unprofessional. Its no wonder why people go to Ambulance chasers and run up bills having to deal with such neolithic incompetence.
  21. We bought a Toyota Celica T Sport that failed on the first day of ownership: big end bearing failure. We have an engineer's report and permission to use it. Knowing that the defendant has to prove that the engine was ok when the car was sold, can he use an MOT certificate to do this?
  22. Just read this thread http://www.consumeractiongroup.co.uk/forum/showthread.php?381413-Ford-Warranty(3-Viewing)-nbsp A client of mine had a brand new mobility vehicle just before Christmas. Aside from the rather dodgy sales pre-call and then a visit from two operatives the same day, however the deal went though and a mobility vehicle was delivered a few days later for around 3k. Forward a few weeks and the batter charge light comes on a couple of minutes after setting off, then the charge meter goes into the red soon after. Company says the battery is duff and it is not a part covered under the manufacturers warranty. So, not wanting to be stuck at home, my client agrees to a replacement battery at a princely sum of 100 pounds (I hope that includes the fitting) Is this right or should all items delivered within the year be covered, if not by the manufacturer, by the supplier ? Is there a claim under 'fit for purpose' regs ? Please move to the correct section if this is not the right one - thanks.
  23. HI, all We entered an agreement with brighthouse for a 47inch tv, after a few days we had problems with it as it would take a while to come on in the morning a nd it had a line in the centre of it, brighthouse gave as a loner and told us they were having it repaired, when tv came back there was no change"same problems existed" over the next 2 years we gave them the tv they gave us a loaner kept ours for months, then gave it back, but always unfixed, March 2012 they did the same and we have had a loaner since, now we have paid tv in full and we still have loaner, We went to the store and they told us it cant be repaired and they are still trying to get us a replacement. They still havent got us the replacement and i was hoping someone could give me some advice in how to tackle this situaton.. .. thanks to all in advance who reply
  24. Just spent the last hour speaking to 3 people in India regarding repalcing lost tickets for a train journey booked in 5 days time.... Virgin have a policy that they will not replace a ticket if u have lost one after it has been printed and delivered. However if they lose the ticket during the delivery process they will!! Their reason: that the ticket has a monetary value to them and that to re-issue a duplicate ticket, they get charged again for the same value. If they have lost the ticket in transit, they have an agreement with RM to reimburse the cost of the original tickets. If you or I lose a ticket, a new one has to be purchased. Now in some ways this is not unreasonable if the ticket was for a train journey on an open ticket that could be used anytime and by anyone, although logic states that tickets lost by Virgin in transit could also be used (if stolen) without anyone knowing. Where this becomes unreasonable is when the tickets are for advanced bookings with reserved seats. In this case they still will not budge on policy. Surely only a stupid thief or chancer finding a lost ticket with reserved seating would try to travel knowing that the original purchaser would also turn up with the same ticket reservations. The RM have lost my tickets that i sent to my son to get hom home from Uni for xmas and that are reserved seating in 1st class. Virgin reckon that they cannot offer replacement because i lost them after they had delivered them, (albeit via a ticket machine that i had to travel to, to get them). RM have admitted they do not know where the tickets have gone and now Virgin expect me to follow this up with them for the compensation of having to buy another ticket. Great for Virgin selling the seat twice!! My debate centered around that they should allow the fact that they provide a confirmation mail and ticket reference, train time, seat numbers etc as proof of purchase and therefore i should be allowed to travel using this, but Virgin say that National Rail wont allow this!! Yet they provide Mobitickets that do just that... They are taking my money knowing that these seats will not be used (other than the usual chancers that spot an empty reserved seat between stations) when they should have more efficient ways of dealing with lost tickets. Any other form of transport would allow you to reprint tickets!! Surely this policy is illegal and subject to consumer rights invetigation. ?
  25. Hi there I recent bought a VW Polo 1.2 (S) at 39,400k (56 plate 2007) from a reputable Birmingham dealer with a 3 Month 5 star warranty in Late September 2012 The polo has VW service history from VW in 2007(first inspection), 2009, 2010, 2011 and in September 2012 the birmingham dealer i bought it from I drove it back to London and at the traffic lights when completely stationery the car was jerking, I thought nothing of it as it was a 1.2 Then 3 weeks later the Exhaust Emissions light came on and took it to the dealer branch just south of London.l The diagnostic showed a misfire in cyclinder 1 hence the coil pack was changed. I took it back and literally drove it for 3 days days and the exhaust emissions light came on again so took it back So the London garage did a compression test and it showed cylinder 1 was 120, cylinder 2 and 3 were between 190-230 (3 cylinder engine So they believe that the piston, piston rings or cylinder liner damaged.... is this true? And because VW dont do these parts individually the engine replaced. The london garage contacted the warranty company and they said this was a common problem in VW polos and has been regarded as wear and tear!!! The London garage then told me to contact the Birmingham garage and they said they will look at the case and talk to the warranty company. The London garage told me to contact the local VW garage to ask for looking at it and fixing it on goodwill. They said they will charge £144 for investigation work!! So what shall I do? A VW which has just done 40,000 miles and is 5 years old shouldnt have problems with the engine and cylinders Please help Many Thanks
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