Resolution
Agent provided only a third-party exchange center contact (7Data) without resolving the refund request, confirming eligibility, or offering any internal resolution path.
No troubleshooting, diagnostic questions, or issue-specific information gathering performed; agent immediately redirected to external contact without assessing product details, warranty, or prior history.
Agent failed to verify warranty status, ISP provisioning rules, or RMA eligibility before directing customer to third-party exchange, violating support path protocol for refund/exchange requests.
Technical Accuracy
Agent did not identify symptoms, ask diagnostic questions, or attempt to determine root cause; interaction skipped all technical assessment despite clear opportunity to gather product/model/serial details.
While no technical tools were strictly required for a refund request, agent should have accessed case history or warranty lookup tools to validate claim before external redirection but did not.
Provided third-party exchange center name ('7Data') and phone number ('25651682') accurately with no technical misinformation about the service.
Communication
Agent offered no structured plan, clear expectations, or transitions; interaction was purely reactive ('We’ve forwarded your request') with no call control despite customer's escalating frustration.
Used simple language and acknowledged customer ('I understand your meaning'), but failed to adapt tone, check comprehension, or address emotional state during prolonged frustration.
Customer Ownership
Agent transferred responsibility to third-party exchange center without owning the case, attempting internal resolution, or escalating within Linksys despite explicit customer escalation cues.
No next steps, timelines, or follow-up commitments established; customer left with only external contact and no internal accountability or disconnect/callback promises.
Customer referenced prior calls (June 4th case) and U.S. escalation; agent did not access or acknowledge case history, forcing repetition of context and demonstrating broken continuity.
Escalation Judgment
Customer explicitly stated case was 'already escalated to the U.S.' and demanded resolution; agent failed to recognize this escalation trigger, verify status, or initiate internal re-escalation.
No escalation executed internally; agent did not inform customer of escalation path, team, or timeline, leaving them to contact external entity without proper handoff details.
Customer Experience
Agent used scripted acknowledgments ('I understand') but lacked genuine empathy for prolonged frustration; responses felt transactional without specific validation of customer's repeated effort.
Agent maintained flat, mechanical tone throughout customer's escalating frustration; no adjustment to pace, empathy level, or engagement strategy despite clear emotional state.
Customer had to repeat history and was redirected externally; agent added effort by not accessing prior case data, avoiding internal resolution, and forcing contact with third-party center.