V2 Rubric Detail — 19567622-6f04-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 13:04
Duration
20m 14s
Contact
Umesh Bhardwa
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00134433
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: power cord adapter issue
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall66.1% (+10.1)

V2 Grader Summary

The agent correctly identified the product as potentially refurbished using serial verification, advised the appropriate resolution path (return to Amazon), and maintained ownership. While no direct replacement of adapters was provided, the guidance was accurate and aligned with policy. The case was partially resolved with actionable next steps, though deeper empathy and communication refinement could improve experience.

V1 Case Analysis

Customer received Chinese power adapters with VLP-01 mesh system from Amazon; requested UK adapters. Agent identified product, noted prior 2018 activation, advised return to Amazon, and attempted to email receipt request. Email failed due to incorrect address. No direct adapter replacement offered.

Troubleshooting Steps
  • Requested and recorded serial numbers
  • Identified product model as VLP-01
  • Checked system activation history (noted 2018 online use)
  • Advised return/replacement via Amazon
  • Attempted to email receipt request
Key Observations
  • Agent correctly identified the VLP-01 model based on serial number and product description [03:00].
  • Agent noted system activation history from 2018, which is a valid observation for assessing product condition [09:00].
  • Agent provided an incorrect email address ('Beerheart to Achieva.com') during the call, causing communication failure [11:00].
  • Email was eventually corrected and resent, but the initial error disrupted efficiency and trust.
  • No warranty status was confirmed, and no direct path for obtaining UK adapters was provided despite customer request.
  • Agent's technical guidance did not contradict the KB. The VLP-01 is an Intelligent Mesh system, and the agent's advice to return to Amazon aligns with the adjacent_smart_home_iot.md and universal_escalation_guide.md KB articles for out-of-warranty or Amazon-purchased products.
Positive Highlights
  • Agent correctly identified the VLP-01 model from the serial number and product details [03:00].
  • Agent appropriately advised the customer to return the product to Amazon, which is the correct entitlement path for Amazon purchases, per universal_escalation_guide.md.
  • Agent recognized the system's prior activation in 2018 and used that to inform the customer about potential refurbishment [09:00].
  • Agent attempted to follow up with an email request for documentation, showing intent to validate the claim.
Agent Errors / Gaps
  • Provided an incorrect email address ('Beerheart to Achieva.com') and failed to ensure the customer received the initial email [11:00].
  • Did not verify warranty eligibility or offer a direct Linksys replacement path for the power adapters, despite the customer's request.
  • Failed to provide a concrete resolution or part number for obtaining UK power adapters separately.
  • Misheard and misstated customer's name multiple times, affecting professionalism.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 93%
Agent identified the product may be refurbished and correctly advised returning to Amazon, which is a valid resolution path, but did not confirm if British power adapters could be ordered directly or provided further assistance.
R2 Partially Met Diagnostic thoroughness conf 89%
Agent collected serial numbers and verified the product was previously set up in 2018, which advanced the case by identifying it as potentially refurbished, but did not troubleshoot the adapter compatibility or explore direct solutions.
R3 Met Correct resolution path conf 95%
Agent correctly identified the product was likely refurbished (based on 2018 setup), determined it was purchased via Amazon, and advised the appropriate path: return to Amazon. This aligns with policy and provides a valid resolution.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified the symptom (wrong power adapter) and used serial number to determine the product was previously set up, indicating a likely root cause (refurbished unit), though no deeper diagnostic questions were asked.
T2 Met Appropriate tools / resources used conf 94%
Agent used internal systems to check the serial number and determined the product was first connected in 2018, which is a valid use of tools to verify product history and support the diagnosis.
T3 Met No misinformation conf 96%
All information provided (refurbished status, return policy, Amazon as point of contact) was factually correct and consistent with support policy.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained call flow by requesting serial numbers and email, but did not set clear expectations at the start or manage transitions smoothly when email delivery was delayed.
C2 Partially Met Confirmed understanding conf 85%
Agent used clear, standard terminology and repeated information when needed, but did not adapt language for clarity or confirm understanding after key steps like email instructions.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent took ownership by gathering serials, creating a case, initiating an email, and guiding the customer through next steps without transferring or abandoning the case.
O2 Partially Met Proactive follow-through conf 88%
Agent provided next steps (reply to email with receipt), but did not specify a timeline for follow-up or confirm when the customer should expect resolution.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; the issue was within L1 scope and resolved with appropriate guidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 83%
Agent used polite language and closed professionally, but did not explicitly acknowledge the customer’s frustration about receiving a used product with incorrect accessories.
X2 Partially Met Tone & rapport conf 86%
Agent maintained a steady pace and repeated information when requested, but did not adjust tone or simplify steps during customer confusion about email receipt.
X3 Partially Met Overall experience conf 84%
Customer repeated serial numbers and email address due to ASR issues, but agent eventually confirmed accuracy; some repetition was unavoidable but could have been reduced with better verification techniques.
Call Transcript38 turns · 40 lines
Speaker 1
Hello, hi there. I've just bought your system from Amazon, uh, for mesh network. And all the adapters I received are the Chinese type, eh, whereas I require the British adapter. Is it possible for you to send me three adapters for the three units I have, please? Okay. I have not even unpack them. So, hold on.
00:00
Speaker 2
Welcome to Lindus support. To assure quality service, your call may be monitored. Please remain on the line for assistance. I Sorry, uh, can you provide me, sir, the serial number of that Lindus router you bought? You haven't unpacked it yet?
00:00
Speaker 1
So there are quite a few numbers on the back, Hold on. Just one moment, Just getting my magnifying glass out so I can read it properly. Thank you. So, serial number I have, which one would you like? The one starting with VLP or 26D. Hello. Yeah. which are? So I have two 6D
01:00
Speaker 2
How many links this product did you bought sir? Sure. Yes, the serial number.
01:00
Speaker 1
1 0 6078 2224. I have actually three serial numbers. I can give you the kit number. Will that help? uh huh. All right. three two six Delta two six Delta 4. 1060 78002 four. links
02:00
Speaker 2
Just want serial number of How many nodes did you bought Star? Are there 3 of Differentiate between these OK Just provide me one serial number, so let's verify again the o key to to to to four And the model of this length is product you happen to know there
02:00
Speaker 1
And it says AC4600? No, A for alpha, C for Charlie, 4600. Okay, it doesn't say that anywhere on the box. Sorry, the model number is not mentioned. I see I see V I see V I see V. All right, hold on. So I have VLC-0203-.
03:00
Speaker 2
So it's VLP-01. Yes. The model number of your product corresponds to VLP-01. You don't see a VLP VLP01 or VLP. VLP01 or VLP. All right. So, V-L-P-0-2-0-3-3-3. That's uh... And you have three of them? All right. Uh... I'll create for some record for your sir for name can you spell your name sir? Bardawor Bardawor.
03:00
Speaker 1
Uniform Mike Bravo, Hotel Alpha Romeo, Delta 2 at Gmail.com. That's U M B H A R D 2 at Gmail.com. Um the hard to... Yes. Yes. So it arrived last Monday. Um and I, um the order date on Amazon. Hold on, I have I have to check because I received the order.
05:00
Speaker 2
all right, thank you Ameesh and your email address Ameesh? so, it's ambihard2@gmail.com alright. thank you um Ash. so you've just bought, you said you just bought a Lynx product from Amazon. when did you order it? when was the order date? yes. um,
05:00
Speaker 1
last Monday, I can give that to you. Just one second. So I placed the order on 1st of June and I received the order on 15th of June.
06:00
Speaker 2
I want to know the order date. The time you ordered or purchased these uh notes. Sure. [silence]
06:00
Speaker 1
Yes. on 15th. one five yeah 15th of June. no I've not set it up at all because on the 16th I left the country for few days on work and I have just returned yesterday afternoon. so I have passports and everything so I can show that to you.
07:00
Speaker 2
so your order date was first of June this year and you received it last 15th, June 15th. All right. Uh so you haven't so you have never set it up before? and so when you open the box, you discover that uh the power cord adapter is in Chinese? Well, let me see. I see. Um. [silence] [By an online interpreter]
07:00
Speaker 1
But I need the exact product code number, if you can email it to me, because they have clearly, when I said the power adapter was not there. So someone in Amazon has decided to just send me one single power adapter, which doesn't even fit, which is like more like a light switch. So I need the exact details, or as it is your product, I'm sure as a customer service, you can provide me with three, because I can give you the Amazon product code, Amazon order number to verify.
08:00
Speaker 2
Since uh your product you just order it from Amazon, the resolution for that is you can return this product to Amazon or ask them for the replacement of the power cord adapter, since you just ordered it on 1st June of this year. I think that's still eligible for replacement or returns. Okay. Okay. Yes, about, uh.... Okay,
08:00
Speaker 1
I've never used it but i paid for a new one Wow I'll return the product
09:00
Speaker 2
the thing is that this product you provided to me is showing that this has been already in use. Yeah, right. It shows in the system that it was first set up or connected online on 2018. So, maybe when you bought it or when you ordered this from Amazon, they provided you this product which already a second hand or a refractive unit. And the reason why you're also that's the reason why maybe you also got different type of the power adapter. what well so yeah so can you um provide me the receipt yeah of the Amazon receipt.
09:00
Speaker 1
Yes, I can give you the receipt. All right, so the order number is 203. Just one second. I have taken the screenshot, so whilst you're on the call to me, I can email it to you.
10:00
Speaker 2
So that we could confirm it or validate its warranty status. No, uh, Amit it uh, I want you to send it. Uh, I'll email you, I'll send an email to you and reply to that email with a screenshot of that uh, receipt or invoice you have from Amazon. Make sure that you capture all details, the order date, the Amazon, the picture of the router. All right. All right, hold on. I'm creating the email to send to you.
10:00
Speaker 1
OK. email address, please. [silence] All right, hold on. [silence] So I've not received anything.
11:00
Speaker 2
No, I'll be sending you an email... Harvey, your email address was Beerheart to Achieva.com. So I'll be sending an email to that address, email address of yours. So you just need to check your email and from there you, uh, replied on the email you received, once you get it, and attach the captured or screenshot of the receipt, okay? Yeah, I haven't sent it yet. [silence] I'm still creating the email. Yes, almost done.
11:00
Speaker 1
have you i am i am checking not yet uh uh no all i have is from eight o'clock in the morning so nothing since then okay
13:00
Speaker 2
All right, umash. hello. yes, uh MASH, I've sent an email to you. so check your email address, um, BHARB to Gmail.com. I've sent. okay. have you received it? [silence] I'll try to log out and then log back in on your email.
13:00
Speaker 1
nope so just want to confirm the email address that is Uniform Mike Bravo Hotel Alpha Romeo Delta two at gmail.com correct I'll just start again uniform mike bravo hotel alpha romeo delta two at gmail.com alright sometimes yeah sometimes it takes a few minutes to reach to receive so I am because what I want to do is send it send this to you now so you are able to investigate it and because I have not even
14:00
Speaker 2
O T Alperomeo Delta 2. Yes, that is correct. That's your email address. That's the why I sent. Yeah, because maybe up the different time zone. So, just refresh your email a mess and once you received my letter.
14:00
Speaker 1
opened it and it's still in the packing, I can then send this back all to Amazon because if you say it Whoops! would you Could you send me an email saying that we've discussed this and the product serial number suggests that this is used from 2018 and it is not new, so I can then send this back to Amazon as a as a grievance. Otherwise, it's just my word and no one will believe me. Please.
15:00
Speaker 2
Yes, you can also, yes. That's what I suggest. It's better to send it back to Amazon so that you can return it or for replacement of that product. Because [silence] Uh, I cannot send that uh, sir, because [silence] usually when the product is second and they would refurbish it. The only thing you can do is to tell them that you got, uh, the power cord adapter is different from what it's supposed
15:00
Speaker 1
I've already sent, I've already told them that, but... All right, I'll... [silence] It's not indicated at all. Uh, it says visit the link says...
16:00
Speaker 2
Yeah. You have to tell them that if they do not accept it, you can return it to them since it's still eligible for returns and replaced. and just bought something new. you have to make sure that the product you are choosing when you order on Amazon is something new. Usually when you order a product, it is stated on the product itself if it's a refurbished unit. Maybe you can check on your order because usually when the product is a refurbished unit, it is indicated on the order itself.
16:00
Speaker 1
to spread the payment secure transaction Tengu trade it's not in there I ask Iris I ask I promise you are is it is not stated at all otherwise I would not have purchased this my internet service provider be T.
17:00
Speaker 2
[silence] Usually the description of the router you order it it's indicated there uh the router description and information of the router and it is also stated if if it's uh a new one or or if it's refurbished unit. Right. So All right. Okay. Amish, may I know who's your internet service provider? [silence] Is it like B for boy or vee for victor?
17:00
Speaker 1
V for boy. Yes. Can you check if it has, would you see your inbox to see if it's come back as incorrect email, please, because I still haven't received your email. Yeah, please do. Okay. And could you also suggest the recommendation, how to buy directly from you rather than going through Amazon? Because I'm
18:00
Speaker 2
So, it's a British telecom. That's your internet provider. Okay. All right. Um, check again your email, Amesh. And once you receive the email, reply to that with the attachment. Uh, it's correct. UMB HARD two at Gmail dot com. Maybe because of the difference of time zone, it may be delayed, but, I can send it again. If you want, I can send it again.
18:00
Speaker 1
not happy with Amazon. Okay, I'll return. [silence]
19:00
Speaker 2
[silence]
19:00
Speaker 1
okay, I'll return it now. All right. Thank you very much. Thank you. Bye-bye.
20:00
Speaker 2
You're welcome, thank you for calling Linksys. Umija and take care. Have a great day.
20:00