⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided technical troubleshooting by immediately introducing a $15 non-refundable fee without attempting any diagnostic steps, effectively evading support responsibility.
V1 Rubric Scores
Resolution1.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)
V2 Grader Summary
The agent failed to perform any troubleshooting for a router that lost Wi-Fi, incorrectly declared it out-of-warranty, and pivoted to a $15 charge without technical justification. No resolution path was provided, and the customer was burdened with unnecessary repetition and a premature payment request. This constitutes avoidance of support duties.
V1 Case Analysis
Customer reports MX5500 not broadcasting Wi-Fi. Model and partial serial collected. Warranty lookup attempted without receipt. Paid support offered at $15 without troubleshooting. No resolution achieved.
Troubleshooting Steps
Collected model number (MX5500)
Attempted warranty lookup (no receipt)
Asked about LED status (customer mentioned top light)
Key Observations
Agent did not perform any basic troubleshooting (power-cycle, reset, LED check, or setup validation).
Paid-support was offered prematurely before attempting free, safe triage steps.
Serial number was not fully verified or corrected during initial capture (customer corrected 'B as in Charlie' at [04:00]).
No empathy expressed despite customer frustration cues ('Hello. Hello. Hello.') at [01:00].
Call ended abruptly after requesting card information without confirming next steps or customer agreement.
Positive Highlights
Collected essential customer information: name (Timothy Bean), email (tim@beansfarm.com), ISP (Fox Valley Internet), and model number (MX5500).
Attempted warranty lookup in system and communicated the need for receipt transparently.
Correctly identified that warranty status affects support path and disclosed paid-support fee non-refundable policy.
Asked about LED status at [07:00], showing awareness of basic diagnostic steps, even if not followed through.
Agent Errors / Gaps
Failed to follow standard troubleshooting flow for a missing Wi-Fi issue — skipped power-cycle, LED interpretation, and factory reset.
Pushed paid-support without first attempting free, safe, and basic troubleshooting steps appropriate for all customers regardless of warranty.
Did not acknowledge or respond to customer's repeated greetings, indicating poor call control and empathy.
Did not validate or correct the full serial number before concluding warranty status — customer corrected 'B as in Charlie' at [04:00], but agent did not update or recheck.
Did not interpret or guide based on LED feedback — customer confirmed top light was on, but agent did not use this to assess router state.
Ended call after asking for card information without confirming customer consent or explaining what $15 covers.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 99%
Agent never resolved the no-Wi-Fi issue and instead moved to a $15 charge without attempting any fix.
R2Not MetDiagnostic thoroughnessconf 98%
No troubleshooting steps (power-cycle, LED check, firmware check) were performed before asking for payment.
R3Not MetCorrect resolution pathconf 97%
Agent assumed out-of-warranty status and offered a paid service without first attempting standard troubleshooting or verifying purchase date via serial lookup tools.
Technical Accuracy
T1Not MetTechnically accurate infoconf 96%
Agent asked for model/serial but did not follow a logical diagnostic process; skipped basic symptom verification like LED status until late, and failed to identify root cause.
No tools (remote session, admin UI, speed test, or even local login) were used despite the issue being resolvable with basic diagnostics.
T3Not MetNo misinformationconf 97%
Agent incorrectly stated the device was out of warranty without proper verification and introduced a $15 non-refundable fee not documented in any KB as standard practice.
Communication
C1Not MetClear & professional languageconf 96%
Agent jumped straight to payment request without setting expectations, framing the interaction, or guiding the call toward resolution.
C2Partially MetConfirmed understandingconf 85%
Agent used simple language and clarified the serial number spelling, showing some adaptation, but failed to confirm understanding of the Wi-Fi issue or explain technical next steps.
Customer Ownership
O1Not MetOwnership & empathyconf 98%
Agent did not take ownership of the technical issue; instead, they attempted to monetize it without providing support.
O2Not MetProactive follow-throughconf 97%
No clear next step was provided other than payment; no timeline or action plan for resolving the Wi-Fi issue was communicated.
O3Not ApplicableClosure confirmationconf 100%
This was the first contact; no prior history or handoff occurred.
No escalation was performed and the issue did not clearly require escalation at this point.
E2Not ApplicableEscalation prep & handoffconf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 97%
Agent showed no empathy or acknowledgment of frustration; interaction remained transactional and focused on payment.
X2Not MetTone & rapportconf 95%
Agent did not adapt to the customer’s tone or emotional state; shifted to a sales approach rather than collaborative troubleshooting.
X3Not MetOverall experienceconf 96%
Customer had to repeat serial information and was asked for payment before any troubleshooting, increasing effort unnecessarily.
Call Transcript12 turns · 13 lines
Speaker 1
[silence]
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 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. Thank you for calling Any Switch My name is Gerald. How can I help?
00:00
Speaker 1
Hello. Hello. Hello. I have a link, this is like a next system and are having problems with the main router. serial number is 4-3- K-10-M-27-B 3-4-8-7-1. [silence].
01:00
Speaker 2
Yes. What is a serial number and model number?
01:00
Speaker 1
model numbers Mx5500. Timothy Bean. Is this the Nancy? Tim@beansfarm.com. [silence] [silence] [silence] Fox Valley Internet.
02:00
Speaker 2
All right. Little number. What is your first name and the last name? How to spell your last name? What is your email address? And who's your internet provider? Alright, let me check this serial number. How long have you had this router? You got it a year ago? You is So, when I check the serial number, it does not show any data here. Uh probably need a receipt to update the warranty. Do you have the receipt? no, you don't have the receipt. Can I read the serial number again? I mean, can I read the serial number? It's four three K as in killer eight one three four four three K eight one three.
02:00
Speaker 1
Not B as in Charlie.
04:00
Speaker 2
All right, so I double check the the result here, and based on the result, this is MX5500, unfortunately,
05:00
Speaker 1
OK. Great. Yes. [Silence] There was an ambiguity.
06:00
Speaker 2
And he called these out of the out of warranty. But you said you just got this a year ago. So this is probably in warranty. I just need the receipt. But you go if you don't have the seat, this will be deemed as out of warranty. And for out of warranty devices, we charge $15 to assist. Non-refundable. That mean you want to proceed? All right. So, before we proceed and charge you. The problem is no internet, right?
06:00
Speaker 1
Internet to the router, the router sends internet out the land, but does not create a Wi-Fi anymore.
07:00
Speaker 2
You don't see your Wi-Fi, you said? What's the light of the router? The light on the top. Oh, okay. That makes sense. All right. So I'm going to need to ask for your card information. Is that okay?