V2 Rubric Detail — 030e9a68-7498-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 15:26
Duration
27m 25s
Contact
Craig Glass
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00135334
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: device reconfigure_MX5500

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.4/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership2.86/5
Escalation0.00/5
Customer Exp2.50/5
Overall30.4% (-17.6)

V2 Grader Summary

The agent failed to resolve the issue, incorrectly declared the device out of warranty, and missed critical technical steps including admin interface checks and escalation. Despite owning the call, the lack of accurate diagnostics, proper warranty handling, and effective next steps resulted in no meaningful progress, leading to an Unresolved outcome.

V1 Case Analysis

Customer unable to pair MX5500 child node (blinking blue). Agent performed multiple power-cycle attempts but did not use proper 5-press or reset procedure. Device out of warranty; no replacement offered. No escalation or callback scheduled. Issue unresolved.

Troubleshooting Steps
  • Collected serial number and customer name.
  • Asked about light status of nodes.
  • Guided customer through four power-cycle (unplug/replug) cycles on the child node.
  • Attempted to explain reset button usage and pairing expectations.
Key Observations
  • Agent never verified that the parent node had a working WAN/internet connection before focusing on the child node.
  • Agent did not follow the documented 5-press pairing method for MX5500; instead used an ad-hoc power-cycle loop.
  • Warranty information was conveyed correctly, but the agent offered no clear path for out-of-warranty replacement or escalation.
  • Agent incorrectly suggested the issue might be due to a modem upgrade to Wi-Fi 7, despite MX5500 being Wi-Fi 6 — no evidence of incompatibility in KB and this is misleading (transcript [22:00]).
Positive Highlights
  • Collected serial number and customer name accurately.
  • Displayed empathy about the customer's frustration.
  • Attempted a systematic recovery procedure, even if not the correct one.
Agent Errors / Gaps
  • Failed to confirm parent node internet status (WAN) before troubleshooting child node.
  • Did not use the proper mesh-node pairing procedure (5-press method) for MX5500.
  • Provided vague next steps; no escalation, callback, or concrete action plan was scheduled.
  • Gave materially incorrect technical explanation suggesting Wi-Fi 7 modem incompatibility with MX5500 (Wi-Fi 6) — no such incompatibility is documented in KB and this misleads the customer.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent failed to restore internet or stabilize the blinking blue child node; ended with suggestion to contact Amazon for refund, not a resolution.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed a reset and a four-cycle power-cycle procedure, but did not check parent node WAN status, firmware, or DHCP reservations via admin interface.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly declared device out of warranty (purchased Aug 2025, call in 2026) and refused replacement; should have offered RMA or escalation for in-warranty hardware fault.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent asked about lights and serial number, but missed deeper diagnostic questions (e.g., parent node internet status, ISP settings, firmware version).
T2 Not Met Appropriate tools / resources used conf 90%
Did not access router admin interface (http://myrouter.local) to check DHCP, logs, or internet status — a required tool for blinking-blue node per KB.
T3 Not Met No misinformation conf 95%
Incorrectly claimed MX5500 is out of warranty after less than a year; falsely blamed ISP modem upgrade (Wi-Fi 7 vs 6) for failure without KB support; provided non-existent 'recovery procedure' (4x power cycle) not found in KB.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent introduced himself and asked for info, but there were long silences, unclear transitions, and no clear agenda or summary.
C2 Partially Met Confirmed understanding conf 80%
Agent used polite language but occasionally spoke in filler and did not consistently confirm the customer’s understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, performed troubleshooting, and did not transfer the customer elsewhere.
O2 Partially Met Proactive follow-through conf 80%
Agent said he could set up the first node and asked the customer to call back later, but gave no concrete timeline or follow-up commitment.
O3 Not Met Closure confirmation conf 85%
Customer mentioned a prior call; agent created a new record but did not reference any previous case details.
Escalation Judgment
E1 Not Met Correct escalation decision conf 80%
A hardware-defect scenario (blinking blue child node) could have been escalated for warranty verification or engineering review, but no escalation was offered.
E2 Not Met Escalation prep & handoff conf 90%
No escalation was performed, so no escalation details or customer notification were provided.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent apologized a few times and expressed empathy (‘I would feel the same way’), but overall empathy was limited and scripted.
X2 Met Tone & rapport conf 90%
Agent maintained a calm, polite tone throughout and responded to the customer’s concerns without raising his voice or becoming defensive.
X3 Not Met Overall experience conf 85%
Customer had to repeat information (serial number, receipt request) and perform multiple manual power-cycle steps that could have been handled more efficiently.
Call Transcript41 turns · 44 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, Press one now. For out-of-warranty products, paid support may be available. Please have your devices, serial number, and contact information ready. If unavailable, kindly call back later. For out-of-warranty product, paid support option may be available depending on the issue. [silence]
00:00
Speaker 1
aerial.
05:00
Speaker 2
[KEEP_UNCERTAIN] Hi. Thank you for calling linkis technical support. This is Rio. How can I assist you for today? Oh, good, sir. Thank you so much for asking. How can I assist you, sir? what's going on? Uh-huh new modem new modem from [silence]
05:00
Speaker 1
Okay, so so I'm trying to set my Linksys back up and it keeps going back to reset your node. And I've reset them and and reset them and it just keeps telling me to reset them in the app. Um journal number is 43 K. 1, 0, M, two, 6, B, 1, 8, 3, 0.
06:00
Speaker 2
right. An isp from internet service provider, right. Go ahead, you're saying something, right. Uh uh, is this in the linksys app or in the website? Okay, can you confirm to me sir? What's the, what's the serial number, Right, right.
06:00
Speaker 1
They will they both what's that will they both I have two Spectrum I bought them August 6 of last year
07:00
Speaker 2
[KEEP_UNCERTAIN] Got it. How many total of Linksys devices do you have, sir? [silence] Okay. Who's your internet service provider, sir? [silence] Okay. For how long have you been using this device, sir? [silence] Okay.
07:00
Speaker 1
I called about five minutes ago and the guy basically rushed me off the phone and and told me don't worry about it. Do that again? The parent one is purple and the other one is blue. Do they both need to be purple?
08:00
Speaker 2
Right, and is this the first time you've called linksys? I, let me check. What's the light indicator showing in your linksys device, sir? What's the light indicator showing in your linksys device? Okay. Uh, blue. Um, uh, I'm sorry, for the blue light that's showing, is this the parent node or the child node?
08:00
Speaker 1
child node. I guess. The guy switched them while he was here. And I just left it. I don't think there's a difference in them, is there? I mean, he hit the, we hit the he hit the reset button. I didn't really know what he was doing. But it keeps going back to. Go ahead. The parent is is purple and the child is blue.
09:00
Speaker 2
child. child node. Mhm. Okay. For the blue. Go ahead. One, one purple light for the parent, uh, for the child node, and the other one is blue light in the child node as well. Or, Okay.
09:00
Speaker 1
It's not even, it's, it's like a, it's just kind of flashing blue. No. Oh. Craig Glass, C-R-A-I-G-G-L-A-S-S. Um, Craig Glass, zero five at yahoo. [silence]
10:00
Speaker 2
Sure. Um, sorry, go ahead. Okay. Um, if by chance, you're, that you, you called us, like, uh, earlier and did the previous technician ask for your, uh, credentials, like, name, email address? Or, were he, able to? Okay. In order to troubleshoot your device, let me create a case record for you in the system, okay? May I get your first name and last name? Where can you spell it out for me? How about email address?
10:00
Speaker 1
ups. Yet yet yeah yes okay this is at my shop. I've got two of them at my house too but let me see how and two yeah
11:00
Speaker 2
That's C-R-A-I-G-S there Craig. Okay. And then glass. Awesome. Want to double check. You have a mesh. Can you give me three minutes? Let me just fill in everything precise details. Again, you have a total of two Linux devices. Awesome. Okay, but currently in the location where you are right now, it does have a total of [silence] Okay.
11:00
Speaker 1
I've got my order from Amazon.
12:00
Speaker 2
device you're use of service provider spectrum, okay, all right, so sir Craig, I was able to create a record for you in the system. And since you've mentioned earlier that you purchased a device last year, is there a chance that you could be able to provide a copy of the receipt for this device that you purchased last year, if I may ask. Okay, all right. Here's the thing, okay? I just want to set proper expectation that for this kind of router that we have, MX 55 series, it's already [silence]
12:00
Speaker 1
What's the warranty on them? [silence] a three [silence] did you say a three year warranty? Correct. Uh, August 6th. The order was placed August 6th, 2025. [silence]
13:00
Speaker 2
Yes. Three years technical assistance. That's the warranty that we have because you've purchased the device of Amazon. Is that correct? Okay. Hm. are. Okay. Later on, sir, I will be asking you to send a copy of the receipt, but right now I'm gonna help you out to set up your Linksys devices, okay?
13:00
Speaker 1
Okay. Yes. I'm holding it right now. They are like right next each other.
14:00
Speaker 2
So, right now, for the device that you have there. I'd like to set proper expectation. If you hit the reset button for both the parent node and the child node, they should have purple light or magenta color. Now, for the other nodes that you have there, the child node that shows blinking blue, is there a chance that you could try again to reset this device? Like, hold and press the reset button for 20 seconds. So we can add them altogether. And how far is this child nodes from the parent nodes too? Okay. All right. So just tell me if you were able to reset the child node.
14:00
Speaker 1
It's not ... It's not 37. It's not, I'm using a knife and the light's not going out. No. Yep. Yes.
15:00
Speaker 2
is there a pin that you can use like [silence] even if you hit the reset button it will really not change the light indicator it feels blue [silence] is the power cord for this uh Linksys device uh is the original one
15:00
Speaker 1
okay okay yeah
16:00
Speaker 2
all right okay how about this sir? cuz there might be an issue going on with the node that you have. How about this? We're going gonna do a recovery procedure for this child node. Now what we can do here is we're gonna do it four times like unplug and then replug the device. So, I'm going to ask you to unplug the power of the router of the-link's child node and we're gonna wait for two seconds and then plug it back in. uh wait for five seconds again. We're gonna do it four times. Okay? I'll tell you when to unplug and to replug it. all right. So, can you try to unplug sir? The child node? Let's wait for two seconds. [silence] all right. Okay, can you plug it back in? [silence] Okay, let's wait for five seconds. [silence] All right, unplug, sir. [silence] Okay, wait for two seconds. [silence] Plug it back in. [silence] Okay, let's wait for five seconds. [silence] Unplug, sir. [silence] Wait for two seconds.
16:00
Speaker 1
Yeah. [silence]
18:00
Speaker 2
Plug it back in. Okay. Wait for five seconds. [unplug] Wait for two seconds. Plug it back in. Okay. Wait for five seconds. Unplug. And then plug it back in, sir. [silence] That's okay already.
18:00
Speaker 1
Each time, as soon as you plug it back in, it's blue every time, instantly. It's like getting light. It's kind of getting, it's yeah, kind of yeah. Like off and on. It just, it gets, it, it gets bright and then it goes, it's bright for a little while, and then it gets dull, and then it gets bright and then it gets dull. [silence]
19:00
Speaker 2
Okay, let's wait for a maximum waiting time. Four minutes, sorry, go ahead. Uh-huh. Okay. So, how about right now? Did it change light color or stayed blue? blinking. Okay, all right. Give it some time, sir. Okay, let's give it some time. Gonna try to check if this recovery procedure will go through or might be the device that you have there is already defective.
19:00
Speaker 1
So are they under warranty? [silence] So
20:00
Speaker 2
I'm sorry for the device that you have here, this device. In our system only okay, this kind of routers is already out of warranty. So that's why we need to validate the warranty period, we're in. That's the time that you can provide us a receipt. However, just to set proper expectation that for this kind of device, we cannot provide any replacement of it, okay? So if you purchased the device from Amazon, they're the one that will provide you a refund or a replacement. We only provide technical assistance for routers linked to this device. Uh, but uh oh. Well, uh, Well, um, Well, uh, I do apologize, sir, that you've experienced this issue. Of course, these devices are not, uh, are not, uh, not less of a penny. This is a very high-end device as well. So you spent a lot of dollars, uh, purchasing this one, and I don't know what's going on or what happened, but if there is an update or upgrade going on with internet service provider, this is also uh [silence] happening here with something in connection with that. actually, mostly, what you will really encounter, sir. Because the router or I'm sorry the modem that you have already is already Wi-Fi 7. And of course, the device that you have is MX5500. This is uh a Wi-Fi 6 device. This will really work with the modem that you have, but I really don't know what happened in terms with upgrades from inter inter service providers because this device, sir, this would like to be transparent to you. This is one of our stronger uh strongest series of device. This is what we really recommend to customers like you. But again, uh, I cannot make changes with upgrades going on from the modem that you have. So this is what happens, uh, when there will be a an sudden upgrade.
20:00
Speaker 1
Okay, so what should I do here? It's still blinking blue. So, I mean, now I have no internet because I don't have any routers or whatever these things are, modems to broadcast the internet. [silence]
23:00
Speaker 2
from internet service provider. So. Thank you. Here's what I can do for you Right now. For the child node, right now, blinking blue is not good. Fine. Again, there might be a really an issue on that node. However, I can provide you an assistance with the first node or the parent node that you have because this is solid purple, meaning to say it's a setup mode, waiting to be set up. Right now, we can provide you to... we can provide you an internet. However, for extending the net, that's for the second child or the first child node, we might be having a trouble with.
23:00
Speaker 1
I have, I have, I have internet because it's gone back to the loop setup. So the internet is. What's that? So I don't have any internet?
24:00
Speaker 2
you. So, would you like me to assist first the first node? So that you'll have an internet right now and we're going to handle the second uh node later on. You'll be able to have an internet right now, sir, for the first parent node. Oh, okay. It will not yet provide you internet sir. The wi-fi is only broadcasting. The purple light is still on. Yes sir, you don't have yet an internet because the Velop Linksys Wi-Fi, sir, that's the default Wi-Fi that we have. So even if you connect to that Wi-Fi, it will show no internet. It's still working on. It's trying to connect. It's still trying to connect because the system is still updating.
24:00
Speaker 1
So what is my, what do I, what should I do? Do I buy more of these things? Do I get rid of these things? I mean, like I said, I don't wanna waste a bunch of time and money on stuff.
25:00
Speaker 2
um, um things to be connected. So I can what I can do right now. I can help you set up that first node. However, for the second node node, you might be having a trouble or a problem with that. Um so what you want me to do? Um, for the second, no, sir. for the second, no, sir, uh, we we just would like to inform you. Okay. I cannot provide you guarantee that we could be able to resolve the complaint for the second node because this might really be defective here. But for the first node, it will function. I can assist you with that. Can help you connect it to your internet.
25:00
Speaker 1
okay. I still think it's kinda, you know, poor customer service that you guys aren't going to stand behind your product in less than a year. Right? I mean, wouldn't you feel the same way if you were buying something and somebody doesn't want to stand behind it in less than a year? Okay. So, I got some more of these nodes at home. Can I just bring them here and pair them to this thing? Okay. I'll just go get those nodes and I'll try and reset everything else up.
26:00
Speaker 2
Well, I'd feel the same way in your answer. Again, I can't assist you what I can do here is I can assist you set up your first note. But then again, if the second second nodes are is really not functioning, then I do apologize for that. Yes sir. Of course, that will work. Mhm. Okay. Got it, sir. Right, if you want to call us here or
26:00
Speaker 1
[silence]
27:00
Speaker 2
Are you going to do it later on, sir? Okay, sir, so you can call us back here, sir, you do have already a record in the system, okay? Next representative will know what you wanted to do. Thank you so much, sir, you have a nice day ahead. You'll apologize. Bye-bye.
27:00