Call Detail: 41d35646-7a54-11f1-8

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Call Start

2026-07-07 22:36

Duration

7m 53s

Contact

Nelson Luis Adorno

Issue Type

Hardware Fault

V2 Outcome

Unresolved

V2 Band

Needs Improvement

Agent & Case Context

Agent

Donna Grace Dubduban

HappyFox Case

#EOS00136282

Support Country

United States

Product Family

OTHERS

CSAT

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Sentiment Trajectory

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Ticket subject: End of Support_EA8300

V1 Rubric Scores

Resolution1.00/5

Accuracy1.00/5

Communication1.00/5

Protocol1.00/5

Efficiency1.00/5

Overall1.0/5

V2 Rubric Scores

Resolution0.00/5

Technical0.00/5

Communication0.00/5

Ownership0.00/5

Escalation0.00/5

Customer Exp0.00/5

Overall0.0% (-20.0)

V2 Grader Summary

The customer reported a dead router and requested a replacement. The agent only collected serial, model, and email information, gave inaccurate product references, and ended the call without any troubleshooting, escalation, or next-step guidance. This constitutes a complete failure to resolve the issue and a clear avoidance of the required support process.

V1 Case Analysis

Customer reports Linksys EAD-300 router will not power on. Agent collected serial (2-13-11M23BB00263) and model (EAD-300, Edition 1.1) but misidentified the product as MBE7000, performed no troubleshooting, and only suggested purchasing a replacement on Amazon. No warranty verification or escalation path provided.

Troubleshooting Steps

None recorded.

Key Observations

Agent misidentified the product model as 'MBE 7000' despite the customer clearly stating 'EAD-300, Edition 1.1', a critical accuracy and protocol failure.
No hardware troubleshooting steps (e.g., power cycle, outlet test, LED check) were performed for a router that will not power on, violating basic support protocol.
Warranty status was never discussed, verified, or inferred, despite the customer requesting a replacement.
Agent provided no actionable resolution path—only a generic suggestion to buy a new router on Amazon or at local stores.
Communication was disorganized, with language switching and no clear recap or empathy for the customer's situation.

Positive Highlights

Agent collected the serial number and model number as requested, showing an attempt to gather necessary information.
Agent attempted to collect customer contact details, including name and email, for case documentation.

Agent Errors / Gaps

Incorrectly identified the router model as 'MBE 7000' when the customer explicitly stated 'EAD-300, Edition 1.1'.
Failed to perform any diagnostic steps for a hardware power issue, such as checking the power cable, outlet, or LED indicators.
Did not verify or discuss warranty eligibility, which is essential when a customer requests a replacement.
Provided no troubleshooting steps, escalation path, or self-help resources—only directed the customer to Amazon or local stores.
Did not confirm the customer's email address correctly; transcript shows 'PASTRXNAS@gmail.com' but agent did not clarify or correct it.

V2 Indicator Ratings

Resolution

R1 Not Met Issue actually resolved conf 99%

Agent never provided a replacement, repair, or any resolution for the non-functional router; only collected information and ended the call.

R2 Not Met Diagnostic thoroughness conf 98%

No troubleshooting steps (power-cycle, LED check, warranty verification) were attempted or suggested; agent jumped to data collection.

R3 Not Met Correct resolution path conf 97%

Agent did not determine warranty status, did not offer RMA for likely in-warranty hardware failure, and dismissed the customer with no troubleshooting or path forward.

Technical Accuracy

T1 Not Met Technically accurate info conf 96%

No diagnostic questions about power source, LED status, or recent changes were asked; agent skipped to gathering account info.

T2 Not Met Appropriate tools / resources used conf 95%

No tools (remote session, admin console, logs, warranty lookup) were used despite clear hardware failure symptom requiring verification.

T3 Not Met No misinformation conf 94%

Agent incorrectly identified product as 'MBE seven thousand' when customer reported EAD-300; no accurate technical guidance provided.

Communication

C1 Not Met Clear & professional language conf 96%

Call lacked structure, clear expectations, or control; long silences and no steering toward resolution.

C2 Not Met Confirmed understanding conf 95%

Agent used generic prompts and did not adjust language for the Spanish-speaking customer; comprehension checks were absent.

Customer Ownership

O1 Not Met Ownership & empathy conf 96%

Agent collected information then ended the call without taking ownership of the hardware failure or arranging a next step.

O2 Not Met Proactive follow-through conf 96%

No next-step, timeline, or follow-up commitment was given to the customer.

O3 Not Applicable Closure confirmation conf 99%

This was the first contact; there was no prior case history to reference.

Escalation Judgment

E1 Not Met Correct escalation decision conf 97%

Hardware failure with no power-on is a valid escalation trigger; agent failed to escalate to warranty/RMA path.

E2 Not Applicable Escalation prep & handoff conf 99%

No escalation was performed; therefore execution cannot be evaluated.

Customer Experience

X1 Not Met Customer effort minimised conf 95%

Agent showed no empathy for the customer's frustration; the tone was flat and scripted.

X2 Not Met Tone & rapport conf 95%

Agent did not adapt to the customer's language (Spanish) or emotional state; communication remained generic.

X3 Not Met Overall experience conf 96%

Customer was forced to repeat email spelling multiple times and received no actionable assistance, increasing effort.

Call Transcript10 turns · 13 lines

Speaker 1

Okay. I need a little bit of your help. Okay. Hey uh good afternoon um I called earlier cuz um my box router was um like was not turn it on and it won't turn on and they told me supposedly to get a new router cuz this one is old I I was calling to see how could I get a new router.