V2 Rubric Detail — 3afcaa8c-6aac-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 00:25
Duration
70m 52s
Contact
Payuyr Mehrabyan
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133529
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical1.88/5
Communication2.50/5
Ownership4.29/5
EscalationN/A
Customer Exp2.50/5
Overall51.1% (-4.9)

V2 Grader Summary

The agent maintained ownership and followed a reasonable path for an out-of-warranty device, offering paid support and ultimately recommending replacement. While some troubleshooting was attempted, tool usage was insufficient and LED guidance was inaccurate. Communication showed moderate control and adaptation, but the original issue remained unresolved, resulting in a partial resolution.

V1 Case Analysis

EA7200 not broadcasting Wi-Fi; out-of-warranty. Agent initiated paid support without consent, performed resets, incorrectly labeled device as EOL, recommended Netgear. Customer plans to purchase AX200 and callback for setup.

Troubleshooting Steps
  • 25-second factory reset using reset button
  • 1-minute factory reset using reset button
  • 5-cycle power-cycle recovery procedure
  • Attempted Wi-Fi network scan on laptop and phone
Key Observations
  • Agent initiated paid-support transaction without explicit customer consent [27:00].
  • Incorrectly stated EA7200 is end-of-life (KB does not list EA7200 as EOL).
  • Recommended non-Linksys product (Netgear Nighthawk) as replacement [64:00] - brand policy violation.
  • Failed to verify WAN connectivity or modem status before concluding hardware fault.
  • Did not attempt to access router web interface at http://192.168.1.1 despite customer having computer available.
  • Provided no self-help KB article or link for customer to reference independently.
Positive Highlights
  • Correctly identified customer's router model (EA7200) from case record
  • Provided ticket number (LTS00133529) for future reference
  • Offered to assist with setup of new router after purchase
  • Maintained polite tone throughout interaction
Agent Errors / Gaps
  • Initiated paid-support processing without explicit customer consent
  • Incorrectly stated EA7200 is end-of-life (KB does not list EA7200 as EOL)
  • Recommended non-Linksys product (Netgear Nighthawk) as replacement
  • Failed to verify WAN connectivity or modem status before hardware diagnosis
  • Did not attempt to access router web interface at http://192.168.1.1 or http://myrouter.local
  • Gave inconsistent reset instructions (25 seconds then 1 minute)
  • Did not collect serial number for warranty or model verification
  • Did not confirm admin password or access credentials before troubleshooting
  • Provided no self-help KB article or link for out-of-warranty customer

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent concluded the router has a hardware problem and suggested buying a new one; the original issue was never resolved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed a 25-second reset, a one-minute reset, and a recovery power-cycle procedure, but did not follow a full systematic diagnostic flow.
R3 Met Correct resolution path conf 90%
Agent identified the device as out-of-warranty, offered paid Connect support, and then gave a clear path forward (purchase a new router).
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified the symptom (no Wi-Fi SSID), asked about Ethernet connection, and attempted resets, but the diagnostic sequence was disjointed.
T2 Not Met Appropriate tools / resources used conf 90%
Agent never accessed the router’s web interface, did not use any diagnostic tools or logs, and relied solely on visual reset steps.
T3 Partially Met No misinformation conf 85%
Agent instructed a 25-second reset (within acceptable 10–20 sec range per KB), but incorrectly expected a solid white LED post-reset; EA7200 should show solid purple after factory reset per KB.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent initiated troubleshooting and guided through multiple steps, but call had long silences, unannounced holds, and lacked clear transitions between phases.
C2 Partially Met Confirmed understanding conf 85%
Agent initially confused OS type (Windows vs. Apple) but later adapted; continued to use technical terms without consistent comprehension checks.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case from start to finish, performed multiple troubleshooting steps, and did not transfer; stayed engaged despite OOW status.
O2 Partially Met Proactive follow-through conf 80%
Agent provided next steps (reset procedures, purchase new router, call back), but timelines were vague and no follow-up was scheduled for current issue.
O3 Met Closure confirmation conf 95%
Agent referenced prior technician (Pia Mirrabile), pulled up customer record, and used existing information to avoid re-asking basic questions.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted for an out-of-warranty hardware fault.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent apologized for holds and acknowledged difficulty, but responses remained transactional and lacked deep empathy for repeated issues.
X2 Partially Met Tone & rapport conf 80%
Agent adjusted slightly after OS confusion but maintained a rigid, step-driven pace without fully matching customer’s emotional state or simplifying language.
X3 Partially Met Overall experience conf 75%
Customer had to repeat device details and perform multiple resets, but agent did attempt to streamline by guiding through recovery steps without unnecessary repetition.
Call Transcript85 turns · 96 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 1 now. For out of warranty products, 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.
00:00
Speaker 1
You're Scott Owens self. What's that. What? [silence] That was your birthday call. hi! What's up? Oh. [silence] yes Thank you, Lee, for joining us. The great discovery of [silence] [ ] She's just telling me all the images almost a mouse. Wow, go there. Oh, why? Hi there, I to one of your reps yesterday regarding the router. Our router that's not working. She checked inside. It's out of warranty and sent me a link to kind of fix it myself, but I was having a hard time and the um Wi-Fi you guys had me use to locate or start to issue um wasn't working. So I'm calling. I see if you guys would be able to help me with it.
02:00
Speaker 2
Thank you for calling link, this is Abby, how can I help you? Okay. So [silence]
23:00
Speaker 1
Yeah, correct. Add data. Correct. Well, the issue is, you know, you guys had me, hold on, I don't know, I'm having a hard time opening it. Okay, here we go. Give me one second. So you guys had me go the first step was to use the default Wi-Fi name and then whatever it is, the links is, and then you said that.
24:00
Speaker 2
yes, I just pulled up your record. So this is, uh, Pia Mirrabile. Is that the, uh, Yeah. Okay. And your email address is the A two E-Sada at gmail.com. Okay. So you have an EA 7200. Uh, you've tried the website and the uh, router is still not working. You still don't have internet. Mhm. Yes. Yes. Mhm. Um
24:00
Speaker 1
Yes. I did that, but it wasn't [silence] I think a couple of years ago when we lived at my old address, I did have to do that. [silence] there was a website or something I went to, right? Do I need a laptop or do I need my laptop?
25:00
Speaker 2
Okay, so you're unable to see the default name, okay. All right, so you have an EA7200, ma'am, right? That's the model number? Okay. Do you have any computer available? Did you use your computer to set up the router? Mm-hmm. Yes. Yeah, for for the, uh, for us to be able to properly configure the router, ma'am, we, usually
25:00
Speaker 1
Okay, let me grab it right now. Okay, let me grab it. Yes. Okay. okay how do we go about that yes
26:00
Speaker 2
Advisor, customer to use laptop. Laptop or desktop, just for. Okay ma'am, I believe the previous technician informed you regarding the warranty status of your device. So, yes, this device is already out of warranty and it's no longer covered for free technical support. So, we would be able to walk you through the process if you will avail of the paid Connect services and that will cost you $15. Okay, so we need to process first the transaction and by the way, you have Spectrum as your internet service provider, right? Mhm. Okay. So, right now your your modem, the one from Spectrum
26:00
Speaker 1
Yes . I called them yesterday before I called you guys and they said that it's not the modem , it's the router . And because um you guys are a third party , they weren't able to help me . right Okay. What do you need? The card number? visa . It's a visa. Yes.
27:00
Speaker 2
Okay. All right, ma'am. So let me just process your transaction before we'll start with our troubleshooting. Okay? So, hold on. So please get ready of your credit card information. For your security, I will stop the recording. Okay? So let me just do that now. Okay, so, uh, hold on. What type of credit card are we going to use for this transaction? It's a visa card and what is the name that appears in the card?
27:00
Speaker 1
[silence]
28:00
Speaker 2
S-E-A-N A? Okay, and what is the card number? And the expiration? Security code. All right, so let me just, uh, place the order. So, ma'am, this
28:00
Speaker 1
yes I yes I can yes [silence] Sure, let me look. Yeah. Okay. Um, oh, I don't know, um okay. Um, it's the top and it's kind of like a light bluish purple. Um, internet's not working. That's the problem. That's why I'm calling you guys. Uh, I don't think so. Is there another way?
29:00
Speaker 2
on the router? [silence] OK. [silence] All right, we'll just have to uh... [silence] Are we able to connect your laptop straight to the Linksys router or you don't have a an Ethernet port on the... [silence] Yeah, I mean, are you able to connect an Ethernet cable to uh to your from the from your uh Linksys to your laptop? Do you have an extra Ethernet cable? [silence] OK. [silence] That's fine. That's fine. Um, [silence] what about your modem right now? Is it [silence]
30:00
Speaker 1
it's connected to yes so the yellow port says Ethernet but it's connected into the internet is that how it's supposed to be? oh I'm doing that give me one second yes it's where the internet is the yellow cord is connected into the link's is internet [silence]
31:00
Speaker 2
connected to the internet port of your linksis, is it connected to the yellow port? So the cable coming out from your spectrum box, that goes to the yellow port of your link sis, is that correct? try to trace the cable ma'am because we need to make sure it's connected to the internet. Okay. Sure, Sure. No problem. Okay. So that uh.
31:00
Speaker 1
but it's connected to the internet cord I'm an internet slot okay I just on the actually okay all right I'm on my that's on my laptop hold on where do I go for that me see Wi-Fi settings OK what am I looking for um God i
32:00
Speaker 2
Ethernet cord is connected to a yellow port at the back of the Linksys. Okay. All right, then can we go to your computer? Yeah, yes. To the internet slot. Yes. That should be that way. Mhm. Laptop, okay. Now, can we look for the wireless icon at the bottom right hand, and if you view available networks, can you see your network? Can we go to— to the— yes— Wi-Fi settings. Is that running on Windows 11 or Windows 10?
32:00
Speaker 1
I don't know. I need to give you it when second. No, it's a uh Apple. Yes. Yes. I did. No, I'm not. I set up my own like personalized one, but I don't see it here. No. Okay. Give me one second.
33:00
Speaker 2
But it's windows, right? Oh, it's Apple? Okay, I'm sorry. Yeah, just just click on the the Wi-Fi icon. And are you able to see networks available? Did you set up, um, did you set up a different name for your network? It's by default, that is linked to something. Okay, are you able to see your network when you, uh, click on the Wi-Fi? [silence] You're not seeing it there. Okay. All right. We'll just have to perform a reset on your Linksys router. So at the back of your Linksys, You do have there a reset button. So kindly press the reset button for 25 seconds. It's a red hole, so you need to use something sharp to hold and then the button just keep it on for 25 seconds, as you'll.
33:00
Speaker 1
[HUMAN_REVIEW] Oh, I need to pinch it in. Let me get a... Let me get something sharp. Hang on one second. Is this common for this to happen every few years? I feel like we do this every few years with you guys. Okay, I'm just patching it.
34:00
Speaker 2
You need something to. print it. Yes that's right. So. Well. Sometimes the router will reboot itself if there's any power outage or if your internet provider did an update or if there's a a maintenance something. So that really happens. No I would not just with with links with routers but with all routers man. All devices.
34:00
Speaker 1
Do I... Anyway, well, no, it's only been like 15 seconds, but do I have to like or would it automatically reset itself? Right. Let's give it like another few. Okay. I did it. The lights in the front. Um, you mean the lights go on top.
35:00
Speaker 2
Okay, so you've reset that already. Yes, you may let go of the reset. Out 25 seconds, Ma'am, just press and hold it for 25 seconds. Okay. All right. Okay, so after the reset, we'll just have to, uh wait for the lights to stabilize, especially the power, I mean the uh the lights at the front. Yeah, the the light on top, sorry. Is it blinking?
35:00
Speaker 1
It's solid. Same. It's like a light purplish blue. Sure. like a U. Are you talking about what the serial number and everything? Yeah. Yes I do. I took them yesterday let me just yes I do. I have them here.
36:00
Speaker 2
it's solid now. Solid? What color? What color? Okay. Can we go to your computer. Okay. Oh, by the way, can you please take a picture of the Wi-Fi setting at the bottom of your Lynkss. Do you see any wireless name The network name and the password at the bottom. Okay. So kindly take a picture of that, ma'am, cause we need those settings.
36:00
Speaker 1
Okay. I don't Okay. I Wi-Fi settings. Let me see. No. I should I turn it off and on again? Maybe it'll help reset it. Okay, searching for networks.
37:00
Speaker 2
OK, you're ready to do all right. So now let's just go to your computer and click on the Wi-Fi icon again. yes, if you go to network and then you go to Wi-Fi, can you see the name that shows up underneath the linksys? Yes. Yes, try to turn it off and turn it on.
37:00
Speaker 1
Okay, I did and no, I still do not see it. It's, it's 0 2 4 3 2. Correct. No, I I do.
38:00
Speaker 2
What is the default name by the way that shows up underneath. Sisyphus 0-2-4-3-2. Okay, so it doesn't show up on your on your computer right now. You can't you're unable to see that name. Uh how about on your do you have another wireless device like your phone?
38:00
Speaker 1
I'm on it now, but let me go from my - see. Okay. Do not. I see other ones, like a bunch of spectrum and other ones, but no, not like this. Sure. [silence]
39:00
Speaker 2
Yes. Try to go to settings and then there is Wi-Fi and check if you see linksys02432. All right. Can we unplug the power of your Linksys router, please?
39:00
Speaker 1
Give me one second, I have to find, oh, I can just disconnect it from behind it, right? Like the, the, CERT. Okay, I did. Okay. I didn't have to turn it off, did I? I didn't have to turn it off, right? Just unplug it. Yes. Yes, I did that, okay.
40:00
Speaker 2
Yeah, or you can yes, unplug the the power adapter. yes, we'll wait for one minute before we plug it back in. Come again. Yeah, it's like unplugging the power adapter will turn off the power on your Linux.
40:00
Speaker 1
May I play you a guitar? [silence] Okay. [silence] Like. [silence] Yeah, it's the same. It's just, it's. [ ] Yes. [silence] All three of them are. [silence]
41:00
Speaker 2
okay, try to plug it in. All right, we'll just wait for the uh lights to stabilize. The antennas, by the way, ma'am. Did you, um, is it pointing upward?
41:00
Speaker 1
It's stable. It's a solid. Sure. Open. Sure. Sure. All right, I just did, but it's still not coming up with Linksys. It is not.
42:00
Speaker 2
Okay. Alright, can we go back again to your laptop? Turn off the Wi-Fi and turn it back on, just to make sure it refresh the connection. It's still not showing the Linksys network. But you see you detect other networks aside from I mean exact
42:00
Speaker 1
I do. Yes. OK. All right. bye bye. I'm gonna press it. I'm gonna press it. I'm gonna press it. I'm gonna press it. I'm gonna press it. um and hold it for a minute you said okay. OK. bye bye.
43:00
Speaker 2
and links right okay can we do the reset one more time right now ma'am? but uh it's gonna be a longer um, reset. So keep pressing it for 1 minute. [silence] Yes.
43:00
Speaker 1
Okay. Um, quick question though, before you leave.
44:00
Speaker 2
Uh, ma'am, well, uh, you, while you do that, while you do that, ma'am, can I put you on hold for just about three to four minutes? I'll just have to check something, okay? All right. Just hold on, please. [silence] [silence]
44:00
Speaker 1
Yes. Correct. It's just solid.
47:00
Speaker 2
Hello, Ma'am. Yes. Hi there. Thank you so much for patiently waiting. I do apologize for the hold. Okay. So, you did the reset for a minute, right? And the light is blinking right now.
47:00
Speaker 1
I honestly wasn't paying attention cuz I had it turned around. It's been the same the whole time. It's like a bluish purple light. Yes. Maybe it's white and maybe it's white is coming up like that. It's kind of like a lavenderish. I just did I just did while I was waiting for you. It's not coming up it's
48:00
Speaker 2
When you press the reset button it did the lights blink? but right now it's solid. What color? Blueish purple. Okay, yeah, Because normally once we reset it ma'am, it should turn white. Or solid white. Okay. Uh, do you okay here's the thing. Ma'am? oh, I see. Okay now can we go back to the laptop and check again if it shows the network try to turn off the Wi-Fi and it's not connecting. And you try to go to the wireless settings and. You press scan, it's not showing any? Networks and. No. But how many devices have connected to that network just. Now? Two.
48:00
Speaker 1
Yes. How do I do that? Let me see. No, not on this one. But I may have it on my other one.
49:00
Speaker 2
Not coming up. Okay. Ma'am, is it possible for us to hardwire that computer? Do you have an Ethernet port? Because this that is an iMac, right? Usually with iMac, it has an Ethernet port. We can, uh, try to, if, if we don't have a an extra Ethernet cable, we can temporarily connect your computer, your iMac computer to the linksys router without your, without connecting the modem. Because what we're going to do next is we're going to reflash the firmware of this, uh, router. So, uh, Do you have an Ethernet port on the side? Can you check on your, uh, iMac if there's an Ethernet port? [silence] Okay. Okay, sure, no problem.
49:00
Speaker 1
Are you talking about the port that kind of clicks in? No, these are, aren't those like on the very older models that have that? They I I No. Yes. Um, I don't I I don't think I have what you're talking about. These are much bigger then.
51:00
Speaker 2
Usually with the iMac, you should be able to have that port available. We'll make sure.
51:00
Speaker 1
No, I noticed these are much bigger. These are much, either smaller or bigger. I literally unplugged, you know, either laptop. It doesn't fit. [silence] It's a MacBook Pro. Yeah. Uh, one of them is MacBook Air.
52:00
Speaker 2
the where you plug in the the charger for your computer it doesn't fit. What is that uh what what version of that iMac maim is it Tahoe or MacBook Pro uh what version I mean uh if you click on the Apple icon and you go to about this I It's a Macbook Air.
52:00
Speaker 1
and then the other one I think is also in there, let me look. When I go about, it says the version 15.2 is one, yeah, and the other one is, let me look on the back of this. Let me unplug and that sounds like this.
53:00
Speaker 2
Yeah, do you see any version? When you go to about, uh, Mac? Version 15.2, okay.
53:00
Speaker 1
Oh this one's dead it won't even I'm I would have to um I would have to charge it for to restart so I can check is dead. It's a spare I usually don't use it. Do you want me to plug it for charge and let you know? But that's what you're talking about I don't have No, I mean I see ports but it's not what if you're referring to the ports that kind of click in right. Yeah, it doesn't have either one of neither one has that. I know what you're talking about but I feel like that's on the older models. The newer ones where it charges are long they're not
54:00
Speaker 2
Yeah, that's okay, but you you really don't see any uh ports there, right? on the sides. Yes. Mhm.
54:00
Speaker 1
They're not the same sport
55:00
Speaker 2
Okay. All right then. Okay. Okay. Then let's just try this one since we cannot perform a reflash ma'am. Ah cause uh there are two possibilities here um with your len Us router. Okay. It could be uh it could be a firm Where is shoe. Okay. Um that's why we need to hard wire the computer to your um router in order for us to download the uh firmware of the router and. and So as we can access the uh setup page as well of your router if uh if we're hard wired to it. Um it should be getting an IP address and all those information from the router and uh if if we cannot perform an update. Ah the last thing that we can do. So what I'm gonna do is to do a recovery on your Linksys. If this still won't show up, the default, 'cause by default ma'am, we should be able to see the Linksys network. Okay. After the reset, we should be able to see that it's Linksys02432, which is the default name of it. And there's really a possibility here that could be a hardware problem. So let's just try this one last procedure that we need to perform, okay? Which is the recovery procedure. So to do it ma'am, just unplug the power. Okay, just uh listen to the instruction first. Unplug the power from the router, wait for two seconds, plug the power back on and count for five seconds. So do that, uh, actually five times.
55:00
Speaker 1
Okay, let me just repeat the instructions. I remove it from the power and plug it back. So I remove it, wait eight seconds, plug it in. Remove it, wait two seconds.
57:00
Speaker 2
Yes. So you need to do it five times. For the fifth time, once you connect, the power, it will take a little bit longer than normal. Boot up. So just wait for two to four minutes for that. Mhm. Wait for five seconds. Mhm. Unplug the power from the router and turn it off. Mhm. Wait for two seconds and then power it back on. Count for five seconds. Wait for five seconds. Unplug the power again. Wait for two seconds. Plug the power back in. Wait for five seconds. So do that.
57:00
Speaker 1
Yeah. Um, my fifth one. Okay. I just plugged it in after five times. I mean, solid white right now. Yeah, it's wider than before.
58:00
Speaker 2
four times actually. Do it four times. And then for the fifth time, unplug the power from the router, wait for two seconds, and then connect the power. That will usually take a bit longer than normal bootup. So wait about two to four minutes. That's for the fifth time. So, did you get it, ma'am? Okay, OK. So, that will take a bit longer than normal bootup. So, we'll just wait for two to four minutes. It's now solid white.
58:00
Speaker 1
for sure Ma. Ma. [silence] Papa. Papa. Papa. Papa. [silence] I'm not going to. auto-define auto-download in truth. thanks everyone. Okay, my still waiting man? Okay. it's solid white. it's still solid white. Yeah, sure. Let me see.
59:00
Speaker 2
Okay, so check the lights again ma'am. What's the light at the front? I mean, what's the light on top? solid, solid white. Okay, and can we go back to your computer and check whether it detects your network now?
60:00
Speaker 1
It's searching for networks. No, I don't see it. No. No. Let me check myself. Is it possible to join a network like join a Wi-Fi network?
61:00
Speaker 2
Still not showing the Linksys uh 02432. What about on your uh phone? [silence] [silence] [music] [silence] [silence]
61:00
Speaker 1
By putting the name in and a password. Okay. Oh. Oh. Oh. Oh. Oh. Oh. Oh. No. No, and it's actually less less options on my phone than on my computer. Okay.
62:00
Speaker 2
No, ma'am. We cannot, unless you, you, it was there, and you disable the SSID broadcast. That's the time that you can add it. But, yeah, by default, it should show up the name. Okay, so it's not, it's still not showing up. Okay. Yes. Yeah, I really do apologize for this, but this is a a possible hardware problem, ma'am. Your your Linksys is not broadcasting, um the network. Okay, even if we did the uh the reset for one minute, it it looks like the uh the router is not resetting itself. Um, probably the wi-fi, um, capability of this router got uh, disabled. It it got disabled and it's [silence]
62:00
Speaker 1
Is it possible for you guys to send a new one? How much is it to get a new one? Okay, how much is it? What does that mean?
63:00
Speaker 2
no, no longer working. No ma'am because this router is already out of warranty. It's even one of our end of life routers so no more further development. Yes so what we suggest you to do is to upgrade your router. Well, for uh, newer models right now, you can get um a 150.00 for uh mesh router. So that's already a Wi-Fi 6E router. Okay? That's one of our new model right now. Um it it will give you uh more speed and uh a lot better coverage. So with um MX6500 router.
63:00
Speaker 1
Mm-hmm. What's the cheapest one you guys have? Because the one that we purchased a few years ago was like 40 bucks or something.
64:00
Speaker 2
For the Netgear Nighthawk X4s for 6,500 series, this will go through, let me just check the specs first. Well, you can get refurbished routers, ma'am, but I'm not sure of what are the available refurbished routers in Amazon. Okay, what we normally suggest is the newer models, because these routers are still, they're still in warranty and aside from that, they're still updated, so there will be further development for these routers.
64:00
Speaker 1
Okay. Not refurbished, but like just a regular one, doesn't have to be anything crazy. I like. One more laptop. Give me. I see. So, like, for example, I'm looking right now and there's like Target has a Linksys one for $30. Is that not going to be good enough for me to just use? It's the MR 6350 model. Yeah, it says $30 1,200
65:00
Speaker 2
So if you gonna get, um, a refurbished router, ma'am, uh, you might, uh, encounter some issues with, uh, firmware and. you. Yeah, this one we would really suggest the MX6500 because, uh, this will, this, this is easier to set up, okay, and it will give you better connectivity, ma'am. Stable connectivity compared to other models. Well, uh. MR6350. uh, You
65:00
Speaker 1
Square feet, which. Oh, it does say refurbished, though. [silence] Am I allowed am I able to purchase a one with you now.Am I am I able to purchase one with you now. I'm not, but I can be. But I also like I feel like okay. [silence] And then what happened [silence]
66:00
Speaker 2
That's dual, that's okay. Yes, it, it covers up to 1200 square feet. So, if ever you happen to purchase this ma'am, just keep the receipt, okay? So, we would be able to, yeah, so we would be able to validate the warranty of your device. So, if ever you purchase that, come again? Uh, you can, actually you can purchase it from Amazon. Are you in Amazon right now? Yes, Mm-hmm. Yeah, you, you can purchase it from Amazon now, because the, the devices, the Linksys devices can be available in Amazon and, or you can also purchase it from local store.
66:00
Speaker 1
so it's guaranteed that it's a that it's a router issue and I'll just by getting a new one it'll solve it so once I get a new one once I get a new one um do I call you guys back and will you guys be able to help me set it up or is it just and it's just cards oh so if I get it from Amazon um I mean when you say receipt it's going to be off of Amazon you'll have all those like okay um this one says it's 40 bucks brand new and it's the AX200
67:00
Speaker 2
Yeah, the new one should work, yes. It should work as long as it's configured properly. Yes, definitely. Definitely, ma'am, because this device is in warranty. It has one year warranty. So make sure that you keep the receipt so we can validate the warranty for that. Yes, from Amazon. Any proof of purchase will do.
67:00
Speaker 1
200 and it says overall pick, I guess. Would that one work? Okay. Okay. So I guess I'll get this one and then I'll call you guys back. So you're saying this will have warranty and I could just call you guys back and you'll help me walk through? Okay. When you say proof of purchase, what are you referring to because it's just... Oh, I see. Okay. Okay. I'm going to actually order it now as I'll it'll arrive tomorrow. So I'll call you guys back probably tomorrow, the next day.
68:00
Speaker 2
Yes, that will work with your system. Your current system. Yes, ma'am. Yes. So if it's newly purchased, it's in warranty and just make sure that you keep any proof of purchase so we can validate the warranty of that device. Okay. The one from, yeah, it's it's a, it's the uh order number or any proof of purchase from Amazon. Yes. Okay. Yes. You can.
68:00
Speaker 1
Okay. And I wouldn't have to pay for that service, right? [silence] Yes, I do. Okay, perfect. I just wanted to clarify. Okay, I just purchased a new one, so I'll call you guys back. Thank you so much for your help. [silence] Give me one second. Let me just pull up my notes. And what is the ticket number going to help me with? Okay. [silence] Even with a new, um you know, when I get - Okay, go ahead.
69:00
Speaker 2
Always give us a call back, excuse me, tomorrow or until yeah, Friday cause we're open up in Friday. Yes. Yes, ma'am. And that is for sure. Cause it's that is still warranty. Okay. Yes, thank you so much for your time, ma'am. And let me just give you a ticket number. Please take note of this ticket number. You know, if ever you need to call us back, just refer to this ticket number, so we could pull up your record right away. Yes, the ticket number? Yes, even with a new device, they will, yep, they will just create a new record. So that would be L for Lima, T for tanker, S for Sam, 001.
69:00
Speaker 1
can, I just repeat that back? L, T, S, 0, 0, 1, 3, 5, 29. Oh, 1, 3, 3, 5, 29. Okay, L, T, S, 0, 0, 1, 3, 3, 5, 29. No. Okay. This one? have a good one. Thank you. You too. Bye-bye. Can I iron more apples? [silence]
70:00
Speaker 2
133 529. Sure. Five to nine. Yes, ma'am. That is correct. Yes, ma'am. Okay. All right. Yeah, we apologize for that again. I appreciate your time and your patience, ma'am. So this is FBI from Lincyss. Thank you again for calling. Have a great night. Take care. Bye-bye.
70:00