V2 Rubric Detail — 08cd890c-6069-11f1-b…

This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello. This is Eric from Linksys customer assurance team. May I speak with Santo Virvi? Oh, I see. Uh uh uh Santo. Uh, So, I'll be ending the call if you have a new call. Okay. So, uh by the way Santo, uh, uh can you hear me okay on the line? Okay. Uh by the way, this again call is recorded for quality assurance purposes. So, uh Santo. And I understand that we already spoke earlier. Okay. The about the approval of the the pre-approved refund, but I was able to get hold with the customer service associated with this specific issue that have. our last response which was requested as of the date of this recording. Now, we understand that this could be a a long wait. Now, to process and verify the payment information that we have on file to finally proceed with the the issue of the refund. Basically, just to get an idea. I think that we can proceed with this. If you continue to experience the same issue with the system and our pro bison generating channels that were around in certain time frame that is not specifically scheduled, I think we'd be able to come up with a different work around within or thus as well. Now, for the meantime, your data will remain stored in the process. If you can also ask them to take down some of the information that was included in that. So, again Santo, I appreciate your patience and your support and I'll be claiming your call a little bit later just to check if you have been able to process such already with that. So, again Santo, I appreciate your patience. Have a pleasant day. This call is now ending. [silence] Have a great day.

Department because I escalated your case. And I was informed to provide you these options for you to know. Okay? Because you have these two options either to proceed with the prorated refund or to keep your replacement MX6201 device, even though it's not brand new. Okay? So I'll provide you the detail. This is based on the customer service department. And the reason I'm calling you is so that you'll be able to be provided direct. Okay? Because I don't want to send it via email. So for the process of prorated refund, so you will receive a lower amount because you availed, because you were a loyal customer that time, so you were given a very big discount, about $42.5. Okay? So that's a linked, that's a loyalty customer discount. then so the amount that you will be receiving is now a depreciated amount. So that will be less Okay and we don't have the uh actual amount because it will be our customer service department that will be providing it to you. Okay, but uh that's the one that they asked me to inform you. Okay, and so the you will also uh be returning the device. Okay, because if they are going to process the refund, because uh that's the one that I I was uh able to in some I apologize for that. Okay, cuz I was thinking that it's the same device. Since that's already a replacement device, it's a different serial number. So you will be uh required to return the replacement device and you will be providing the feature again, the photo of that unit and together with the power adapter and

You will be the one to pay the shipping cost. Mm-hmm. Yup. So that's the one that they they provided to me, okay? And based on their average for the shipping cost, that's average uh of $20.00, okay? Plus minus. Then also oh then thank you for the additional information. Let me take note of that one. $40.00 for the shipping, okay? And uh yeah, yeah. That's the one that I documented uh $40.00. So then the time required for returning the replacement device and processing the prorated refund once the replacement has been received by indexes. So that's for the prorated. Okay? So, whatever is the depreciated amount, that will be less by the $40.00 for the shipping. So, you may be ending up uh [silence]

A very low amount. That's the one that was informed by the customer service department. So that's the reason why I'm calling you immediately, okay? Then if you, that's the first option, okay? And the second option is if you want to keep the replacement MX6201 device, even if it's not a brand new. So we'll set your expectations that this second option, depending on, on you, okay? That for us, as me, as your Linksys technician, this is a much better, this is much a better option. Why? Because the device has been tested and confirmed to work. And you will no longer be handling the shipping costs because you're not going to return it to Linksys anymore. And this device actually, when it was introduced, it has been retailed for $249, okay? When it was first introduced. Of course, any device will depreciate. in time. Okay? So, the reason why I'm calling you here, because the moment I get the feedback from the linksys customer service department, I, I know that you should be provided with this because I know I've provided you these two options, but if you take it from me directly, okay, I'm your linksys technician, then I'll go with the, the second option, especially that you mentioned that your shipping cost is more than the average of $20, which is $40. on your end. Well, actually, uh, this is like, uh, since we're in linksys, okay, I'm, I'm actually doing the follow up with them, because I wanted to [silence]

Provide you, like, as much as possible, the shortest possible time, because I know it's, like, approaching the weekend, where we are closed. That's the reason I'm following up with them. But I was able to discuss, one of the customer service, that's the process, okay, so, that's the reason why that I called you ahead right now. Because I know that you have gone through a lot, okay, then I don't want you to experience the same delay. So, Santo, I am providing you your two options. So, or if you can, you can wait. That's one, okay, because I was just, like, informed, then...

yes that's the one that uh i was able to uh when you provided to us your receipt okay so the concern here uh santo is i'm providing you your options and and i already uh mentioned to you that uh since i'm your lynx technician okay i'm doing a lot of troubleshooting and i know the value of the devices that we have okay because if you get the amount which is depreciated then if you buy a new router then tendency that amount that you will be having it will be on um an ordinary router that you may purchase Mm-hmm. So, you mean to say that your internet provider has already provided you with your, like, uh, like a combo device, like a modem plus wireless router in one? Oh. Okay. Well, Invinsible. Okay. So, um I appreciate that information, okay? But, uh, what I mentioned to you, Santo, okay? So would you like instead to have more time to think about it and I'll do follow up with you by tomorrow so that you can have a final decision? [silence] So.

Yes. I really apologize. That's the reason why I called you, like, as soon as possible, Santa, the moment I get the feedback, okay? Because I don't want you to go with that route, going to process the prior refund, but you still end up returning the device and you're shouldering the shipping cost, and much more when you mentioned that it's $40 because it's a $40. that I have been informed the average is just $20, $20, plus or minus. You can think more of it first, okay? Then if you decide, okay? Then, anyway, we can we communicate via email. Then you can shoot an email if you wanted to go with the first option, which is the prorated refund.

Yeah. they either uh like communicate with you via a phone or email. Okay. uh for that then it will still be under customer service department because they have scheduling as well for their customers because they're also handling a lot of customers. same as our level two like if there's like a particular time frame for a call back then any one of us us is available then can process the call back. Okay. okay. so for for the meanwhile okay you still want to have them call you. after the phone number. Yes, I will give that.

since you mentioned that you have the invincible wifi from your internet service provider, that's already a combo, okay? like a modem and router in one, okay? So you might not need our links device anymore, okay? So thank you for that information. Okay. So, you can wait for their contact us what I mentioned to you last time, okay? That will be within 24 to 48 business hours, okay? So, Santho, again, thank you for your extended patience again and cooperation with me, especially hearing out the options that I provided, okay? So, would there be anything else? Thank you. Would there be anything else? Okay. So my name again is Eric, your level two technician and you can also visit our website, which is support.ternsys.com. Have a great day again to you, Santho and Goodbye. [silence]