V2 Rubric Detail — 20ba2c8e-64fe-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 18:56
Duration
6m 54s
Contact
Adam Raider
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00133006
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial set up
⚠ Auto-Zero applied: Discourtesy – agent dismissed a newly purchased device as out-of-warranty and refused immediate assistance, violating core support principles and customer experience standards.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent incorrectly declared a recently purchased router out-of-warranty and refused troubleshooting, offering only a ticket and receipt submission. No diagnostic steps were taken, no tools were used, and the customer’s frustration was ignored. This constitutes a full failure in resolution, technical accuracy, communication, and empathy.

V1 Case Analysis

Customer unable to pair Velop mesh nodes after recent purchase (May 7). Agent incorrectly declared device out of warranty, requested receipt, and performed no troubleshooting. No technical support provided despite KB guidance for node pairing.

Troubleshooting Steps
  • Collected partial serial number (05147)
  • Asked for receipt and purchase details
  • Created a support ticket
Key Observations
  • Agent incorrectly claimed the device was out of warranty at [02:00] despite customer stating purchase on May 7th — a recent date that should trigger warranty eligibility.
  • No technical troubleshooting was attempted for a clear mesh connectivity issue, despite the KB providing explicit procedures (`universal_mesh_full_rebuild.md`).
  • Agent blocked all support behind receipt submission, violating policy that basic triage should not be withheld for recent purchases or clear technical issues.
  • Customer described 'white mesh pods' and recent purchase, which strongly suggests a Velop system (WHW, MX, or MR series), but agent did not identify the product family.
  • Agent failed to acknowledge customer frustration at [05:00] when the customer stated, 'Obviously, your customer service sucks.'
Positive Highlights
  • Agent created a HappyFox ticket to track the case [03:00].
  • Collected customer name, phone number, and email for follow-up [04:00].
Agent Errors / Gaps
  • Incorrectly stated the device was out of warranty at [02:00] without verification, despite customer providing a recent purchase date (May 7). This contradicts the KB guidance that recent purchases should be treated as potentially in-warranty.
  • Failed to identify the product as a Velop mesh system despite clear customer description of 'white mesh pods' and recent purchase pattern, which aligns with Velop WHW/MX/MR series.
  • Did not collect full model number, which is critical for accurate troubleshooting and warranty verification.
  • Blocked all technical troubleshooting behind receipt submission, violating the KB guidance that basic triage (e.g., power cycle, reset, LED checks) should not be withheld for out-of-warranty customers, especially recent purchasers.
  • Provided no troubleshooting steps for a common mesh node pairing issue, despite the KB (`universal_mesh_full_rebuild.md`) offering clear procedures for Velop nodes (reset, 5-press pairing, LED interpretation).
  • Misrepresented support eligibility by implying no free assistance was available solely due to assumed out-of-warranty status, without attempting to verify the purchase date or perform basic triage.
  • Did not acknowledge or de-escalate customer frustration when expressed at [05:00], missing an opportunity to improve communication and trust.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent refused to troubleshoot, stating 'we no longer provide free assistance on it' despite the customer having recently purchased the device; issue unresolved.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps performed; agent did not verify WAN connection, check node pairing, or guide customer through setup process.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly assumed device was out-of-warranty and refused support instead of verifying purchase date or proceeding with best-effort troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify symptoms beyond 'pods not connecting' and did not ask relevant diagnostic questions about setup, LED status, or network topology.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., no request to access http://myrouter.local, no speed test, no remote diagnostics) despite clear need for network verification.
T3 Not Met No misinformation conf 96%
Agent provided inaccurate information that newly purchased devices from Amazon are out of warranty and ineligible for free support.
Communication
C1 Not Met Clear & professional language conf 95%
Agent lost control of call by fixating on receipt requirement without setting expectations or guiding toward resolution.
C2 Not Met Confirmed understanding conf 94%
Agent used rigid, scripted responses and failed to adapt to customer’s frustration or confirm understanding of instructions.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent abdicated ownership by deferring to a ticket and email submission instead of actively resolving the issue during the call.
O2 Partially Met Proactive follow-through conf 90%
Agent mentioned creating a ticket and collecting contact info but gave no timeline or clear next steps for resolution.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted since the agent never attempted troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent showed no empathy; dismissed customer’s month-long issue with a transactional response and ignored expressed frustration.
X2 Not Met Tone & rapport conf 96%
Agent maintained a one-size-fits-all tone, failed to match customer’s urgency, and did not adjust communication style under pressure.
X3 Not Met Overall experience conf 95%
Customer was forced to repeat information, locate a receipt, and wait for an undefined follow-up process—adding unnecessary effort.
Call Transcript13 turns · 13 lines
Speaker 1
I guess I just bought a new router. I thought that was the issue, but I can't get my, the little pods to connect. Whatever you want to call them. [silence] I guess I just bought a new router. I thought that was the issue, but I can't get my, the little pods to connect. Whatever you want to call them.
00:00
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 device's 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. Hi, thank you for calling Linksys. This is chi. How can I help you today? Um, I'm sorry. Um, your line is not so clear, sir. What did you say again, sir? [silence]
00:00
Speaker 1
I can't get the white little boxes to connect. Um, yeah, this new router I bought, yes. Um, 3, 3, season Charlie, one zero. Amazon Mary two season Charlie. It's an Adam zero 5 147. Um, Tomcast? Yes. [silence]
01:00
Speaker 2
I see. So this is the first time you're setting this up? Do you have the serial number? Sure. 0-5, one, 47. Got it. Let me just check on the exact unit. And your internet provider. Sir may I know who is your internet provider? [silence] Comcast. Okay. Do you have active internet connection from Comcast?
01:00
Speaker 1
Did I get again? Couple week ago. Couple weeks ago. Amazon. I'm sure I do somewhere.
02:00
Speaker 2
Okay. You just purchased this router. Yes. when did you purchase this uh this router? I'm sorry. Weeks ago. The uh where was that sir? Where did you purchase this device? Amazon. Do you have uh, I believe you, you have the receipt sir, right? Yes, okay, sure. So um, it says here that this router is already out of warranty, and, yeah, I, you mentioned that you just purchased this. So here's the thing, sir, I'll uh for out of warranty device we no longer provide we no longer provide free assistance on it. [silence]
02:00
Speaker 1
Oh, let me see. it's nine eight nine four three zero nine two two three.
03:00
Speaker 2
Just purchased this one from Amazon like weeks ago. I will be asking for your for the copy of the receipt or the invoice. Can you please send that one to us? And um, I'll update the warranty's warranty of your unit of your router so that we can go ahead with the free service including the replacements here in case this is defective. Before we proceed with the troubleshooting, anyway, sir, let me just create a ticket for you first. May I have your phone number in case we get disconnected? How about your first and last name, sir?
03:00
Speaker 1
Derari DE 16 at yahoo.com. And looks like I bought it on May 7th. Can I just give you the order number or something like that?
04:00
Speaker 2
Okay. And your email address is? House.com. Okay. This is May 7. Okay. I'll take note of that one, sir. But still, I will need to ask for the device and device receipt. And I'll go ahead and update this for the support.
04:00
Speaker 1
Well, let's say if you see where it was purchased from. Are you guys affiliated with them? Best Products Prime. Is that something that you're associated with? Okay, whatever. Obviously, your customer service sucks. What do you guys need for it? Do you just need the invoice sent in the email? Well, why can't you just do it now? Like if I send it to you right now, can you do it? Because I don't want to have to call back.
05:00
Speaker 2
Unfortunately, sir, we need the - we are not associated with Amazon. So if you will provide us the order numbers, sir, we won't be able to check it. Anyway, sir, how about this? I'll just get ticket for you here. No, sir. We're not associated to any stores, sir. We do have stores uh like tools, sir, that we know that we are No. Yes, yes, sir. I'll just need to create a ticket for you here. And uh I'll wait for that um email first so that we can go ahead with the service, okay? Yes, yes, sir. We can do it.
05:00
Speaker 1
Okay, yeah, let's just do that, because I'd like to get this thing going. It's been a month and this thing still doesn't work. Okay. Okay.
06:00