V2 Rubric Detail — 65b68dd2-7ac5-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 12:06
Duration
40m 51s
Contact
Alan Dinicola
Issue Type
Hardware Fault
V2 Outcome
Appropriate Escalation
V2 Band
Developing

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#PR00136325
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Does not turn on
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.1/5

V2 Rubric Scores

Resolution4.06/5
Technical3.12/5
Communication3.75/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.21/5
Overall79.5% (+17.6)

V2 Grader Summary

The agent ultimately provided a valid escalation path for a defective MX5500-series node still under warranty, correcting an initial inaccuracy about expiration. While troubleshooting was limited and customer effort was high, the outcome was appropriate and fully executed. No critical failures occurred.

V1 Case Analysis

Customer reported MX55EC node not powering on (no LEDs). Warranty expired; receipt and adapter details requested. Video confirmed hardware failure. Escalated to Customer Service (ticket #136325) for warranty validation and replacement.

Troubleshooting Steps
  • Confirmed device shows no power/LED activity.
  • Verified warranty status (expired).
  • Requested and reviewed purchase receipt and power adapter specifications.
  • Reviewed customer-provided video of non-functional unit.
Key Observations
  • Agent correctly identified the issue as a hardware fault and followed appropriate escalation protocol for out-of-warranty hardware failure.
  • No technical troubleshooting (e.g., factory reset, power switch verification) was performed before deeming the unit defective, though the video evidence supported the conclusion.
  • Call efficiency was impacted by repeated email requests and delays in receiving attachments.
  • Agent provided contradictory information about warranty status (initially stated expired, later suggested validation would occur).
Positive Highlights
  • Correctly escalated the case to Customer Service after confirming hardware failure via video evidence.
  • Collected necessary documentation (receipt, adapter details) for warranty validation.
  • Maintained professional tone and provided clear next steps (ticket number, follow-up expectation).
  • Followed proper protocol for handling out-of-warranty hardware faults by requesting documentation and escalating appropriately.
Agent Errors / Gaps
  • Did not perform basic hardware checks (e.g., verifying power switch position, attempting factory reset) before concluding the unit was defective.
  • Provided inconsistent information about warranty coverage (expired vs. pending validation).
  • Inefficient handling of email attachments led to prolonged call duration.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent deemed unit defective and escalated to Customer Service with ticket number 136325 and 24-48 hour follow-up timeline, providing a valid resolution path.
R2 Partially Met Diagnostic thoroughness conf 88%
Agent requested receipt, adapter specs, and video, but did not verify basic on-site checks like power switch position or test with known-good outlet beyond customer’s word.
R3 Met Correct resolution path conf 85%
Agent corrected initial warranty error, verified purchase date (March 2024), acknowledged 3-year warranty, and pursued escalation rather than dismissing out-of-warranty claim.
Technical Accuracy
T1 Partially Met Technically accurate info conf 82%
Agent identified no power/no light symptom and asked about reset attempts and adapter use, but did not systematically rule out environmental factors or confirm physical damage per universal_hardware_fault.md.
T2 Met Appropriate tools / resources used conf 92%
Agent used internal warranty tool, requested photo/video evidence, and leveraged email for documentation—appropriate for hardware fault validation.
T3 Partially Met No misinformation conf 87%
Agent initially stated warranty expired in 2024, contradicting March 2024 purchase and 3-year policy, but later corrected and validated it was still under warranty.
Communication
C1 Partially Met Clear & professional language conf 83%
Agent gave hold times and maintained control, but frequent silences, filler sounds ('uh huh'), and lack of initial framing weakened call structure.
C2 Met Confirmed understanding conf 94%
Agent used plain language, repeated confirmations of email and names, and avoided technical jargon, adapting well to customer’s pace.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end-to-end, gathered all required info, and did not transfer—despite email delivery issues, stayed on the line.
O2 Met Proactive follow-through conf 95%
Provided ticket number 136325 and clearly stated Customer Service would follow up within 24–48 business hours—specific and realistic timeline.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be first contact for the issue.
Escalation Judgment
E1 Met Correct escalation decision conf 93%
Escalation was appropriate: hardware fault confirmed via video, warranty status clarified, and case forwarded to Customer Service for replacement processing.
E2 Met Escalation prep & handoff conf 94%
Created ticket, communicated reason (defective unit), provided number, and set expectation for follow-up—complete escalation execution.
Customer Experience
X1 Partially Met Customer effort minimised conf 81%
Agent apologized frequently but did not explicitly acknowledge customer’s frustration over device failure or confusion about warranty status.
X2 Met Tone & rapport conf 92%
Matched customer’s conversational pace, used confirmations, and remained patient during technical difficulties with file uploads.
X3 Partially Met Overall experience conf 84%
Customer had to send multiple emails, photos, and a video—excessive effort for a hardware failure that could have been expedited with clearer initial instructions.
Call Transcript58 turns · 64 lines
Speaker 1
Speaker 1: Yeah, you know, and I, I have a a Lynx product, uh, I'll give it a model number. MX55EC. And one of the, it's like I said, a mess, right? One of the, I guess, I guess you call the devices. Pretty much died. I, uh, it doesn't, I lost power. I tried to all the things like change the outlet, change the adapter, uh, reset, you know, the two second.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. Hi, thank you for calling Linksys. My name is Trush. I'll be assisting you today.
00:00
Speaker 1
... against five seconds, and it's not powering on. While the other ones are still working, I haven't moved them. So, I'm wondering if this is covered under warranty. I did buy it two years ago. Yes. 43K 127 as in Mary, 27B as in Boy, 45 025. Yes. Yes. Okay. [silence]
01:00
Speaker 2
I see. Got that one. Don't worry. I can check it here in my end. So, I may have the serial number of that note. All right, thank you so much for that one. So let me verify. 4 3 k4kilo 10m4mike 27b45b4 0 4 5 0 2 5. Is that correct? Thanks so much for confirming. So kindly give me one to two minutes to check the hardware warranty status of this device, okay? Thank you.
01:00
Speaker 1
Yes. Oh, okay. Yeah, go ahead. Yeah, I bought it on in 20 in 24, March of 24.
02:00
Speaker 2
uh hello sir thank you for patiently waiting yeah i really do apologize sir i've been checking here on our end uh it seems like the hardware warranty status of this device has already expired in 2024 uh since you mentioned that you just however do you still have a copy of the receipt for this one or
02:00
Speaker 1
Yes. Yeah. Yeah. I bought it on eBay. I mean, I hopefully that- I mean, it wasn't used. So, that's. I'll tell you right now what it says. I have it here. S-I, you know, usually I erase these things, but. Hold on. okay, I bought it in March. It says. It says. Pack. I didn't say refurbished. [silence]
03:00
Speaker 2
you still have a copy of the receipt for it right? All right, So, uh huh I see on there, does it say like uh refresh or reuse or? Uh, I guess that one stir. And yeah, don't worry for that one because uh I will be sending you an email and can you reply to my email with copy of the receipt attachment that and if may I have your first and last name?
03:00
Speaker 1
Yeah, Alan Nicola. Yeah, that's fine, yeah. Yeah, Nicola. D-I-N-I-C-O-L-A. Uh, you could use NYC_ wizard, common spelling, at yahoo.com. Yes. Verizon. Yes. [silence]
04:00
Speaker 2
And the spelling of your Allen is A-L-L-A-N, correct? And what about your last name again? Can you spell that for me? U-HUh. And what about your email address? All right. So I just confirm your email address is new york wizard at yahoo.com, correct? U-HUh. And what about your email address, sir? Sorry, your internet service provider. like, is it AT and T, comcast? Verizon. U-HUh. And I assume you're calling us from the USA, correct? So get this one, sir, and thank you so much for the information as well. So I will be providing you an email address, as I mentioned earlier, and kindly give me 2 to 3 minutes for that one. [silence]
04:00
Speaker 1
I know that yeah NYC right NYC underscore wizard at Yahoo .com. Right. Yeah I don't know.
07:00
Speaker 2
Hello, sir. Thank you for patiently waiting. I have already sent an email, so kindly check if you have received it. All right. Yes, sir, that's correct. NYC underscore wizard at yahoo dot com. I'll try to reload your email instead or check on spam. All right. [silence]
07:00
Speaker 1
Now once I get the email, I guess what I could, what do I do, do I, I mean, I don't know how, if it's a receipt or if it's like a, I take a screenshot. Well, I bought it on eBay, so it comes up as a, the order placed order number. It kind of has a picture of the item, tell you who sold it to me. Shipping. Yeah. Yeah. You know what, maybe I'll send it, maybe maybe the email I received could be, I'll just attach the email that I received as a, uh, I still don't receive
08:00
Speaker 2
Yeah, I'm sorry. the one that you got there is it uh like uh invoice receipt or like uh invoice details? Uh-huh. Uh-huh. Yeah, that's fine. Yeah, as long as the product information is on that receipt, I make sure that you can, yeah, take a screenshot for that one. Or else if it's uh like a a PDF file, uh that's even better. So rest assured that you can attach that one. Yeah. Yeah, that's fine.
08:00
Speaker 1
C with you though. So, I just wanna make sure. NYC like, New York city underscore wizard at Yo.com. Yeah. OK. OK.
09:00
Speaker 2
I would, let me try to send it again. Hold on. Yeah. Yes sir, that's correct. All right, I have sent another receipt, so should be getting this one.
09:00
Speaker 1
No, I, once I, keep, yeah, yeah, I'm, I'm going back and forth, junk mail. Let's see. Yeah. Yeah. Hold on, Let me see something if. This is connecting. To, the server again. [ silence ]
10:00
Speaker 2
You still haven't received the email? uh have you also checked on Spam folder? or like uh I see. If that's the case, do you have an alternative email that I can send you to? No worries. [silence]
10:00
Speaker 1
I don't mean town. I'll give you an alternative email. Let me use my other I just wanted to receive junk. Try this one NYCwizardallconnected@hotmail.com. Try that one. Yeah. Yeah. Yeah. [silence]
11:00
Speaker 2
Got, yes, yes please. Mhm. All right, so just to confirm, your email ID? NYC. Wizard, in one word, H-Z-IZARD, OK? Dot-com, right? All right. Got that. So kindly give me 30 seconds or a minute. Let me just... Let me just edit your email here.
11:00
Speaker 1
Okay. Yeah. Okay, I got it. Okay, so I'll reply to your email and I'll attach the- Do I have to stay on the line or can I just do it? Yeah, I'll do it now, hold on. Let me, give me a second, let me see how I'm going to work this on my phone. Okay, but I at least I got your email, we're in good business here. All right, let me see where the original is. No, no, I have it right here, it's okay. I have it here. I'm gonna print the whole email and then save it to uh, yeah. I don't think I need this page. I don't think I need this page.
12:00
Speaker 2
Then the, the file. Yeah, if you can do it now, yeah, rest assured that I can stay on the line. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. All right. Uh-huh. Uh-huh. All right. Very, good. sir, if you need time, like, for this one to be, sent to my email, you can actually give us a call. However, it depends really on it. Okay, that's great to know. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Like a PDF, yeah. No worries for that one, sir. Uh-huh. Uh-huh. Uh-huh. [silence] Hello, sir. While you while you're sending the copy of the receipt, can you also send me the power adapter of the problematic node? I need to see the it's
13:00
Speaker 1
[silence] You need a picture of the device? Okay yeah, I have it all together here anyway. Yep. Yeah. Yeah, I have it all here. Um, now I'm trying to [silence] you know, it's very complicated to work these things off your phone here. Oh, here we go. Safe to file. Safe to file. Okay, so now I'm going to know what to do. Okay. Now we take a picture of these devices of these both of these things. He wanted to adapt to her.
15:00
Speaker 2
Yes, so I needed the power specification like the input and output. So if possible, provide only the power adapter. That's great to know.
15:00
Speaker 1
Yeah, yeah, there's, there's actually a, there's actually a sticker on it. Okay, yeah. Okay, so now I'm gonna reply to your email. Let's see what happens here, if I can do it. Uh, it's not, sometimes working off a phone is not the best. Okay. Reply. Yeah, okay. Uh, attaché file. What the hell is this thing, eh? [silence] Okay. [silence]
16:00
Speaker 2
Also, on the adapter I should be able to see the input and output specs. All right, yes, that's great to know, sir, and kindly take your time as well. Yeah, so, yeah, it's more convenient if you're going to send it via, like, using your computer or a laptop.
16:00
Speaker 1
I'm I just sent it now. Let's see. Let's see if you got if everything came out.
17:00
Speaker 2
Yes. Thank you so much for that one. So yeah, let me try to reload the tool here on my end.
17:00
Speaker 1
You received it? Okay. Yep. Let me see if it... Okay. So now I should have went. I guess it was uploading into the server. Okay. Yeah. No, it just shut off. It just... Yeah. Well, I'm sorry.
18:00
Speaker 2
[silence] I I really do apologize, sir. I have already reloaded here on my here however, I haven't still received your email. can you try to resent? Yeah. Uh huh. Uh huh. I see. [silence] All right, I'm still like reloading the or refreshing that's on here, sir, to see if I yeah, just gonna let you know. Uh, by the way, uh, uh, you mentioned that this node that does not no longer turned on. Uh just to confirm, do you know what happened that I'm sorry. Uh you know I'm sorry, regard
18:00
Speaker 1
Right, that's correct. No, nothing. There was no power, there was no power loss in the house. Uh it was plugged in and obviously all the other, I have three nodes, right? So, uh this one all of a sudden, like the lights, you know, like my, obviously my, it's my mom's house. So then the power, then the, oh I said I have the link in there. So then I logged in through the links, um, you know, app because you can kind of control the, the thing and, and it said offline. So I'm like, okay, then I'm like, it's not plugged in. So then she moved it to another one. So it didn't work. So then I'm like, okay. So then I went there and I, kind of used a different adapter. Uh, you know, I, I even used this adapter with, with the other one that worked and it,
19:00
Speaker 2
I mean, going back to your issue, you may, uh you mentioned that this device does not turn on. That is that correct? Uh and do you know what happened that may have caused the issue or it's just hmm. Hmm. Hmm. Hmm. Hmm. Hmm.
19:00
Speaker 1
So it wasn't the adapter. And then, of course, I tried the, you know, the hard reset, uh plug in every two seconds, five seconds, you know, whatever you kind of saw online. And nothing. So, it's it's not it there's no light that come on. It warms up. They say it's warm, but it doesn't you know, so when it when you plug it in it it warms up, but it doesn't do anything. What the other ones work. No problem. They're they're connected. So, the other two nodes are working. This one This is the only node that just stopped. It just went dead. [silence]
20:00
Speaker 2
I see and have you already check if like like your devices are able to detect the Wi-Fi name of the router or they don't. Uh and what about uh huh uh huh I see. And what about the like since you mentioned that you tried to reset the router or this node. Can you check if your devices are able to detect the default name of your router? Because I want to make sure it could be possible that the issue is something to do only with like the light indicator. So let's see if if we are able to detect the default name of the device.
20:00
Speaker 1
Yeah, I have the divorce, but I'm not, I'm not home to, I'm at work. So, so I don't have the internet. But uh the thing is, but the light doesn't come on at all on top. Yeah, yeah, yeah, everything. I mean, it was on, on, on, on and off and on. Uh, yeah. I, I, I, honestly, I I went through like a half an hour, 45 minutes of like, you know, pressing and holding the reset button with the power on. Um, you know, I think it was like two sec, five seconds, two seconds, five seconds. I don't know if that even if that was for this model, but I did that. Um, um, you know, uh, you know, the only thing I didn't do was take it apart, you know, which at that point it was like, did you receive it?
21:00
Speaker 2
like are you currently with the device correct? so and when you try to like triple shoot the device you you're certain that that the switch is toggled on or switched on correct?
21:00
Speaker 1
[KEEP_UNCERTAIN] yeah? no, yeah. Okay. Is it on the is it on a serial number? Okay, I mean, I can take another picture if you want. I told you I thought it was better for Okay. Okay, I'll be let me go back to the inbox. Oh, actually, I did receive the the email eventually, by the way. on Saul. Okay. reply. I might be sending you from a different email. Take a photo. You want the input uh you want
22:00
Speaker 2
[DOWNWEIGHT] Yeah. Yeah, yeah, I have received all third and however, uh, I'm checking here. Yeah. It seems like I can't see the input and output specs of the power adapter. Uh, can you tell me the in? And Yeah. Yeah, I can only see. Uh, yeah, cannie, can you do that? Yeah. No worries. Uh, so yeah, I just need the, yeah, I just need the power adapter where I can see the yeah, input and output. I see. So there was, yeah, so there's a delay.
22:00
Speaker 1
on another node whatever is stamped on there, right? Yeah, okay. Might be coming from a different email, but OK. Yes. I use the same adapter on a different device and it worked. So the adapter works on another device. No problem. that that's why I was I was going with a first. I'm like maybe it's the adapter. Uh, but it does work for another device it plugged it it turned on. So, as a matter of fact, I may have taken I may have taken the adapter now with me from the device. Uh, yeah.
23:00
Speaker 2
Yes, sir. So, yeah, just take a photo of the adapter where I can see the input and output, so that I can include it here on my notes. Ah, no worries. I'm sure that I can see it from here. So I just to confirm as well, this you tried plugging in this device into a different power outlet, correct? Uh-huh. Either way. All right. Okay. Okay. Uh-huh. There you go. Uh-huh. So,
23:00
Speaker 1
This is, you know, this might be, you know, the working one that was working already and I might have left the other one with the the node. It's working on on the node on the other node. So it was the adapter that was attached to this and it's still working. Yes. Yeah. Right. Sure. Okay. Thank you. [silence]
24:00
Speaker 2
Yeah. So, uh that means that the issue has something to do with the device itself and not the adapter since it's our adapter, it wouldn't, ah. All right, got this Spencer. All right, yeah, I have received the email and thank you so much for that one. So, uh for this one, sure, I just want to confirm like when you do the troubleshooting or you did the troubleshooting, uh you tried searching its Wi-Fi but none of your devices are able to detect, correct, like the default name of the atom. All right. Thank you so much for that one. So I'm going to put the call on hold for two to three minutes. Okay? I just need to check my resources regarding this. All right, thank you. [silence]
24:00
Speaker 1
Yeah, hi, yeah. [silence] Yeah. Yeah, sure. OK. Do I, do I plug it? I'll do it well. Take [silence] take a view of it. Hold on. [silence] I'll do a nice, [silence] I'll do it from the beginning. OK, holders.
29:00
Speaker 2
Ah, hello sir, thank you for patiently waiting. Yeah, just confirm, you're currently with the device or the unit, correct? Uh huh, yeah, for this one, sir, can you like plug this device, like turn it on? Because even though there's no light, just plug it into a power outlet, make sure, and then kindly take a video of it and then send it to my email because we need this one before we can, yeah, deem the unit effective. Yeah. Yeah, take a video of it. And also, yeah, make sure that we will be able to see that the power switch is toggled on as well. All right. Uh, thank you so much for that one, sir. And, by the way, sir, regarding with the M. [silence]
29:00
Speaker 1
Yes. Yeah, hold on. Let me do the video while I'm doing it. All right. All right. I'm plugging it in what I'm talking to you and I'm going to take this here. I'm going to plug it in here. It's plugged in. Okay, no lights here. Yeah, the power is on. Yeah. Okay. So let me send you this video now. Let's see. Maybe I should just FaceTime you. That might be easier. Okay, hold on a second. See something here. Let me attach the video, attach.
30:00
Speaker 2
Yeah. Yeah, you can take a video for now. So, can you take your time? Hey, yes. Yes, please. and make sure that we'll be able to see that the our watch is tugged on and yeah. As long as we see that. Uh-huh. Yeah. Don't worry. Uh-huh. All right, thank you so much for that one again. uh-huh. Yeah, I really do. I really do apologize for that one, sir, but we don't have that kind of tool here. Uh-huh. Uh-huh. Uh-huh.
30:00
Speaker 1
Okay. may take a may take a minute to get to you. Yes. No, no, that's all I got. It's a, uh, that's why I was like, I even went on eBay. Um, let me see if I can find, I mean, maybe I have to download the app. eBay app. Let me see if I can do that. I mean, I would hate to go through all this and you telling me it's out of warranty. Uh, you see the date. Yeah. Okay.
31:00
Speaker 2
No worries, sir. So, currently, you're now sending a video, correct? All right. Thank you so much for that one. So, regarding your receipt, sir, just to confirm, do you have an invoice or a downloadable copy of the receipt? No worries, sir, regarding with the copy of the receipt, rest assured that we'll still gonna validate this one, since you mentioned. And it's also appearing here that.
31:00
Speaker 1
Oh, OK. OK. OK. OK. Did you get the video? All right, let me open up the eBay app.
32:00
Speaker 2
the device was purchased from 2024 and your router has a three-year hardware warranty. however, uh, understood. yeah, however, for the receipt validation that will be from the customer service side, okay? what we can do here on our end is to deem the unit defective and once it's defective, we will be forwarding your case to our customer service team and they will be the ones who will again, validate the receipt and discuss with you and what's the next process regarding with this one. all right. so yeah. so yeah, for this one, uh, once I have received the uh, hold on sir, hold on. yeah, I can see it here that you replied.
32:00
Speaker 1
okay Okay. It's okay. make me do two things that's maybe see purchase history here. maybe I see this. Okay. Let me see if I have the invoice. Now, there is no invoice. Whatever I sent you, Okay, so that's that. So far as what I sent you, it didn't come through, you're saying, right? you know which email it came from?
33:00
Speaker 2
[KEEP_UNCERTAIN] i'm my email but there's no video attachment on that or there's no file attached on the reply so hold on let me reload the yeah i really do apologize sir but the latest email that you just sent uh there's no yeah file no worries sir yeah uh on yes I just really— Yeah. No worries sir. Ah. Got that one sir and thank you so much for your thank you so much for your cooperation patient for this I mean. Mm. Mm. [silence]
33:00
Speaker 1
this is probably not as good as a video, but whatever, okay, I was sent [silence]
35:00
Speaker 2
all right thank you so much for that mace sir so let me reload my tool here real quick I really do apologize, sir. It seems like I haven't received your email yet. Uh, Anyway, let me try to reload here real quick. [silence] Oh yeah, for this fighter 63, let me wait for one, two minutes, okay? Because it could be possible that there's a delay. So, kindly hold on. [silence] uh, hello, sir, thank you for patiently waiting, uh, thank you so much for the email, and i have already seen the video, so yeah, for this one, sir, uh, rest assured that the unit has already been deemed defective, and again, i really do apologize for the inconvenience, so however, there's no need to worry because uh, according on the copy of the receipt, the device should still be on warranty, uh, why is it, missing?
35:00
Speaker 1
Okay. Yeah, okay. Yeah, yeah, go ahead. one three six three two five OK. Do you need any other information from me or no they email nothing, I mean, no address, No, the customer service will take care of that. OK. Bye.
39:00
Speaker 2
providing your case to our customer service team and rest assured that you will be, uh, uh, you will be like, uh, what do you call this? Like waiting for their feedback within 24 to 48 business hours. And so I will be also providing you a ticket number so that in the future, the next technician can easily pull up your records if you want to follow up your case, okay? So you have a pen and paper there that you can write this down? Okay, great. So your ticket number is 1 36325. Yes, sir. So again, sir, thank you so much for your time and cooperation and have a great day. Yes, the customer service will be the ones who will be taking care of that for you. Then what we can do here on our end is to perform or troubleshoot the device making sure that the device is no longer working. So yeah, regarding.
39:00
Speaker 1
okay so how they contact by email I guess. yeah okay okay that's fine yeah okay okay now that's it thank you very much for your help okay does this mean I have to send this back or I could throw this out or what's the deal or just wait for them? okay okay alright perfect okay thank you very much okay bye bye
40:00
Speaker 2
For they're those kind of information. Yeah. they're assured that the customer service Yeah, possible. Yeah by email So, so again, the email that I I've been using here it's the NYC wizard H a tmail.com so All right. So is there anything else? You're most welcome and again, thank you so much for your time and thank you having sorry thank you for calling. You have a great day. Yeah, for you now I kindly wait for their reply or feedback from from coming from the CS or customer service. So yeah, all right. So again, you're most welcome again, sir, and again, thank you for calling. You have a great day. Bye for now.
40:00