V2 Rubric Detail — 557503ac-6131-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 22:53
Duration
9m 54s
Contact
Katelyn Rombold
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#TE00132488
Support Country
United States
Product Family
ADAPTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WUSB6300 v2_Intermittent Wireless Connection
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent failed to escalate despite clear customer dissatisfaction and emotional distress, effectively avoiding responsibility by delivering a rigid, unsatisfactory outcome without further effort or ownership.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.1/5

V2 Rubric Scores

Resolution1.25/5
Technical3.12/5
Communication1.25/5
Ownership1.43/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-62.0)

V2 Grader Summary

The agent confirmed the WUSB6300 v2 was discontinued and offered a $4.99 prorated refund with customer-paid shipping, but no resolution was completed. Despite the customer's explicit frustration and history of issues, no troubleshooting, escalation, or ownership was demonstrated. The interaction ended with the customer rejecting the offer and expressing deep dissatisfaction, resulting in an unresolved case with avoidance of higher-level support.

V1 Case Analysis

Caitlin Romble requested refund/replacement for WUSB6300 v2 adapter (within 1 yr). Agent offered $4.99 prorated refund, shipping cost on customer, no replacement stock; customer declined, issue unresolved.

Troubleshooting Steps
  • Confirmed product model (WUSB6300 v2).
  • Explained product discontinuation and warranty basis.
  • Offered prorated refund of $4.99 and required customer‑paid return shipping.
Key Observations
  • Agent did not collect serial number or purchase receipt to verify warranty.
  • Empathy and de‑escalation were insufficient for a highly frustrated customer.
  • No escalation or manager involvement was offered despite the customer's strong dissatisfaction.
Positive Highlights
  • Correctly identified the product model.
  • Clearly communicated the refund amount offered.
  • Apologized for the inconvenience.
Agent Errors / Gaps
  • Failed to verify warranty status in the system.
  • Did not request or record serial number or proof of purchase.
  • Provided limited empathy and repeated scripted language.
  • Did not offer proper RMA/return process or manager escalation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered a $4.99 prorated refund and required customer to pay return shipping, but customer rejected the offer and no resolution (refund, replacement, or RMA) was completed.
R2 Not Met Diagnostic thoroughness conf 97%
Customer explicitly stated 'I do not want to troubleshoot' and agent performed no diagnostic steps beyond confirming OS and device type, skipping all technical investigation.
R3 Met Correct resolution path conf 93%
Agent correctly identified product discontinuation, checked warranty tool, confirmed no replacement available, and offered prorated refund per policy — appropriate path for out-of-stock, in-warranty hardware.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asked only basic identification questions (OS, desktop/laptop) but did not diagnose root cause of intermittent connection; no logical troubleshooting sequence initiated.
T2 Met Appropriate tools / resources used conf 94%
Agent used internal warranty/refund tool to retrieve prorated amount ($4.99), which is the correct and necessary tool for this scenario.
T3 Met No misinformation conf 96%
Information provided — product discontinued, no replacement stock, prorated refund based on purchase date — aligns with documented Linksys warranty policy.
Communication
C1 Not Met Clear & professional language conf 94%
Agent failed to set expectations, did not control call flow, and allowed conversation to deteriorate into customer venting without redirection or structure.
C2 Partially Met Confirmed understanding conf 90%
Agent used plain language but failed to adapt tone to customer’s escalating anger or check understanding; communication remained transactional despite emotional cues.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent took no ownership beyond delivering a static outcome; did not initiate follow-up, coordinate return, or offer to escalate despite clear dissatisfaction.
O2 Not Met Proactive follow-through conf 94%
No specific next steps, timeline, or instructions were given for the refund process; customer left without actionable guidance.
O3 Met Closure confirmation conf 97%
Agent referenced prior notes: 'I read your notes here, ma'am...' — demonstrating use of case history and continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Customer expressed extreme dissatisfaction and implied desire for higher-level resolution; agent did not escalate despite clear emotional escalation and request for better outcome.
E2 Not Met Escalation prep & handoff conf 92%
No escalation occurred, so execution criteria (correct team, details, customer notification) were not met.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent offered generic apology ('I do apologize') but did not acknowledge repeated contact, frustration, or history; empathy was absent and scripted.
X2 Not Met Tone & rapport conf 95%
Agent maintained neutral, detached tone throughout customer’s angry outburst; failed to match emotional state or de-escalate.
X3 Not Met Overall experience conf 94%
Customer had to repeat issue details and was forced into an unsatisfactory resolution; agent increased effort by not offering alternatives or taking action.
Call Transcript16 turns · 18 lines
Speaker 1
Be good, Sully. Oh, hi, Paul. I'd actually think I missed your call. My name is Caitlin Romble. I got a voice through of you trying to connect.
00:00
Speaker 2
Welcome to links. 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. Out of. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. Out of warranty product, paid support option may be available depending on the issue. Thank you for calling linksys technical support. My name is Bob. How may I help you today? Oh, yeah. Yeah. Yeah, I'm the one who contacted you. Am I talking to Kathleen, right?
00:00
Speaker 1
[KEEP_UNCERTAIN] yes, Mm-hmm. Yeah. Yeah. It's a desktop to the person I speak to not writing down anything down. Windows 11, I also regret that as well. [silence]
01:00
Speaker 2
Okay. Yeah, so I actually contacted you, ma'am, regarding your case. That has been escalated to us. Okay, so, I just want to confirm, ma'am. So, you have the wireless adapter, the WUSB6300 version 2, right? And you are like experiencing intermittent connection on your computer, right? Okay, so I just want to confirm, ma'am. The computer where you installed this adapter, ma'am, is it a laptop or a desktop? Yes, yes. I read your notes here, ma'am. Yeah, like the ticket. Okay. And I just want to confirm ma'am. What is the operating system of your computer? Yeah, where you installed this adapter. Is it uh Windows 10, 11 or what Windows version?
01:00
Speaker 1
Well, I'm glad you said that because I didn't transfer over to Windows 11 until recently. So I have used this for a while now. This is actually the second time I've bought this and the only reason why I bought this is because my IT company who I have with my work told me to use this one. So this actually was working poorly prior to switching to 11. I don't want to troubleshoot. I also told that to the person I talked to last time. I'm just letting you know. I'm already getting very, very aggravated. The person I spoke to last time, I was on the phone for a half hour. I've gone through every single thing that with this with you with her already. So I'll just tell you right now, this thing has been nothing but a pain in the ass, two times over. I have been kicked out of meetings. I have had to buy extension adapters because it doesn't sit right into NUSB port. It needs in order for it to sometimes work, it needs to lay flat. It doesn't work on its own. It falls apart. And I have Wi-Fi connected through all of the house for a bunch of different things. And nothing has an issue other than my desktop computer. I just purchased another one and I have had no problems throughout the day. And if I had this plugged in, I would have been kicked out of every meeting I've been in. And I would have had to restart my computer multiple times. So no, I do not want to troubleshoot. I just want my money. It's within a year of me purchasing it. I'm sorry, it's just what the $99.99.
02:00
Speaker 2
Okay, so about that one, ma'am. Yeah, this WUSB6300 is already a discontinued unit by Linksys. So Linksys doesn't manufacture a wireless adapter anymore. Okay? And yeah, also, ma'am, I, um, prior to the call, when I do the callback earlier, I also checked our tool as you requested about the refund. So, yeah, based on our tool, so, yeah, the refund amount of your unit is just four that $4.99. So that's Yeah. Yeah. $4.99.
04:00
Speaker 1
Are you saying you'd go? So, on your website, it actually says that you will honor a one year warranty from the date of purchase. So.
05:00
Speaker 2
Yeah, close to five dollars for that 99. And Yeah, also ma'am, if you agree with the refund, then you will be the one to shoulder the shipping cost, such in sending back the device to Linksys. So, we don't offer we don't have a what we call it? PPPL code or product paid pre-paid label. We don't have that type of option. So, you will be the one to shoulder the cost of the shipping.
05:00
Speaker 1
Regardless of this, regardless, I'm talking. Regardless of this, this is a discontinued item. It is within the one year of warranty purchase. Okay. So I just told you I've had issues with two of these items. And I'm like, that's shitting. And I also told you that, sir, I'm talking. I've told you I've bought two of these things and I had numerous issues and you're saying all you can do is give me $5 because it's discontinued even though I just said that I've purchased this item.
06:00
Speaker 2
Yes ma'am. Yes ma'am, that's the warranty. Okay. Yes ma'am. That's for the warranty if the device is if we have a a replacement for that device.So we can offer a a replacement if we have like a stock for replacement.But if there's no available replacement then it will go to the what we called the prorated refund. Yes ma'am. But we also we base uh Yeah, I'm sorry.
06:00
Speaker 1
half the time that you've done it, and the other thing, as I said, I had to buy other things in order for it to make this work. That's all you can do for me. I didn't know it was the issue because I'm having people from my IT company telling me that this one's great, and it's a piece of crap. So why would I think otherwise? What you're not getting is, I had to contact my home internet provider because I thought it had something to do with the internet. And I have the top internet that I could get and I was like, you know what, that actually makes sense because nothing else in the house is, it's just this.
07:00
Speaker 2
young so yeah for that one we base the warranty on the date you purchased the device So if you experience like issues with the device when you purchase it, then yeah, I then much better if you contact us earlier when you experience the issue.
07:00
Speaker 1
So I've done everything troubleshooting on my end not thinking it's, it's just this a very poor product. I mean, you, like you said, it got discontinued for a reason. So, I mean, you're telling me you can't do anything for me for years of buying your product and having poor service. Okay. [silence]
08:00
Speaker 2
I do apologize it man but as mentioned yeah we based the warranty on the date you purchased the device which is the one that is indicated on the receipt and also since the device is not available we don't have an available replacement then our next route is the what we call pro-rated refund
08:00
Speaker 1
I don't know what you want me to say. Of the all the options are shit. All the options are shit. I never want to buy your product again for good reason. And I hope you guys get everything back. No apologies apologies only help when you fix the talking over me again. Apologies only help when you fix the problem not an excuse. So I would say you know you should tell somebody else about how this is like a very dissatisfied product. And somebody is dissatisfied with the thing but I know it's just going to go. You know no one gives a shit. So I hope you guys have the day you deserve.
09:00
Speaker 2
ee and yeah I don't bud just but that's but yeah I do yeah I don't bud but that's yeah our process we're out of quarantine devices. Yeah.
09:00