⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided troubleshooting responsibility by immediately citing out-of-warranty status and offering a paid service without attempting any best-effort support, contrary to OOW standards.
V1 Rubric Scores
Resolution1.00/5
Accuracy4.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5
V2 Rubric Scores
Resolution0.00/5
Technical2.50/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)
V2 Grader Summary
The agent failed to provide any troubleshooting or support for the customer's RE6400 extender connectivity issue, instead immediately citing out-of-warranty status and offering a $15 fee. No diagnostic steps were taken, no empathy shown, and the call ended without resolution. This constitutes avoidance of support responsibility, triggering an auto-zero for Avoidance/Evasion (B).
V1 Case Analysis
Customer unable to connect RE6400 extender to Starlink router; agent identified out-of-warranty status, offered $15 paid support, and ended call without troubleshooting or self-help steps.
Troubleshooting Steps
None recorded.
Key Observations
Agent failed to gather basic details about the setup (e.g., whether the extender was in setup mode, LED status, or pairing method attempted).
No troubleshooting steps were performed or suggested, despite the issue being common and resolvable via documented methods.
Agent offered paid support without first attempting or offering any free self-help guidance, violating protocol.
Call ended abruptly without confirming understanding, summarizing next steps, or ensuring customer readiness to disconnect.
Communication was poor: agent asked repetitive, unclear questions and failed to acknowledge customer frustration or confusion.
Positive Highlights
Correctly identified the device model (RE6400) from the serial number provided by the customer.
Accurately determined the warranty status as out of warranty based on the serial number.
Agent Errors / Gaps
At [04:00], agent asked 'Is your router, a, link, sister router or a different router different brand?' — this is confusing and poorly phrased; should have clearly asked if the router was a Linksys or third-party device.
At [05:00], agent repeated 'Is your star link router working right now or not working?' after the customer already confirmed it was working — this shows poor listening and inefficient troubleshooting.
Failed to perform or suggest any standard troubleshooting steps (e.g., power cycle, factory reset, 5-press pairing) for a range extender connectivity issue.
Offered paid support at [06:00] without first providing any free self-help options, contrary to Linksys protocol which requires offering basic guidance before paid support.
Ended the call abruptly at [06:00] without summarizing, confirming understanding, or offering a clear next step, leading to an abandoned outcome.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Agent did not resolve the connectivity issue or provide any troubleshooting path; only mentioned warranty status and a paid fee.
R2Not MetDiagnostic thoroughnessconf 97%
No meaningful troubleshooting steps were taken — no questions about power cycling, placement, WPS, or configuration; jumped straight to warranty check.
R3Not MetCorrect resolution pathconf 96%
Agent failed to provide best-effort troubleshooting for an out-of-warranty device, which is required; instead immediately pivoted to a paid support offer with no technical assistance.
Technical Accuracy
T1Not MetTechnically accurate infoconf 95%
Agent did not identify specific symptoms or perform root cause analysis; only asked if the router was working without probing further.
Agent used serial number lookup tool to determine warranty status, but failed to use or recommend any diagnostic tools (e.g., extender.linksys.com, LED check, WPS pairing) that were necessary.
T3MetNo misinformationconf 99%
Correctly identified RE6400 as out of warranty and accurately stated the $15 non-refundable support fee for OOW devices.
Communication
C1Not MetClear & professional languageconf 96%
No clear structure or call control; interaction was disjointed, lacked framing, and ended abruptly without closure.
C2Not MetConfirmed understandingconf 95%
Agent did not adapt language for an elderly, confused customer; used robotic prompts instead of simplifying or confirming understanding.
Customer Ownership
O1Not MetOwnership & empathyconf 97%
Agent showed no ownership of the problem; offered no help beyond a paid option and abandoned the case.
O2Not MetProactive follow-throughconf 96%
No next steps were provided; customer was left with only a payment prompt and no actionable guidance.
O3Not ApplicableClosure confirmationconf 100%
First contact; no prior case history to reference or maintain.
No escalation occurred and the issue (extender setup) did not require escalation at this stage.
E2Not ApplicableEscalation prep & handoffconf 99%
No escalation was performed.
Customer Experience
X1Not MetCustomer effort minimisedconf 96%
Agent showed no empathy for customer’s self-described lack of technical skill or frustration; no acknowledgment of difficulty.
X2Not MetTone & rapportconf 95%
Agent did not match the customer’s hesitant, uncertain tone; failed to slow down or check comprehension.
X3Not MetOverall experienceconf 96%
Customer provided serial/model but received no value in return; effort increased with no reduction in steps or clarity.
Call Transcript9 turns · 11 lines
Speaker 2
Welcome to [silence] 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 depending on your issue. To hear more about your service options, press two. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready for assistance. Press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. To hear these options again,
00:00
Speaker 1
Hello. Okay, I have a, it's an older one, I'm trying to reuse it, it's, um, because um it kind of extending our internet, and, I can't get it to, connected on there. Can you hear me? Hold on, just a second. I'm having trouble hearing you. OK. OK. Say it again. OK. let's see. Serial number is one eight G one zero P zero five eight zero four eight nine nine. And then, the model number is REC 6400.
01:00
Speaker 2
Yes. Can you give me the serial number and modern number of your Linx router? [ silence ]
02:00
Speaker 1
Pina, P-I-N-A, K-E-L-S-O. Kelsa. K-E-L-S-O. It is, K-E-L-S-O. KELSO. K-E-L-S-O. StarLink. Oh, no, see, I don't know. Um I have to connect that to the router. This one won't. Okay, so... See, I could probably did this with help from my son, but I'm not that smart and he's not here. Okay. So how do I do that? [silence]
03:00
Speaker 2
Okay. Okay, this extender, are you trying to connect this to your router, right? Is your router right now working or not working? What do you mean? Yes, you'll have to connect this to your router. Oh, hmm.
04:00
Speaker 1
The one that I'm calling you about. Or the. No, it's the Starlink. [silence]. Yeah, it's working.
05:00
Speaker 2
Is your router, a, link, sister router or a different router different brand? No, uh, I'm as, asking. Is your star link router working right now or not working? [silence] All right, okay, so we got the result of the serial number right here.
05:00
Speaker 1
Well, never mind. No.
06:00
Speaker 2
Based on the serial number that you provided, it's showing that your R is 6400. This is out of warranty. And for out of warranty devices, if we're going to assist you, you'll be charged $15, non-refundable. Are you okay with that? Got it. Do you have other questions? All right. Hope you have a good one. Take care.