V2 Rubric Detail — 7ef347e6-5fb7-11f1-a…

Welcome to **Lexus** 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.**lexus**.com. Please have your device's 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's serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. Please have your device's serial number and contact information ready. If unavailable,

Hi, finally call back later. Hi, thank yo for calling. My name is Raquel. How may assist you today? Let me double check you mentioned that something wrong. Do you mean the internet is not working? Aha. I see. You're unable to login to your account? Oh. Oh, okay. Um, for me to address this properly and to check your router, may have its serial number found at the bottom of the router?

OK. All right. Let me make sure I got it correctly. So that's 38, U for uniform, 10 M for Mary. No. three, A for apple, A for apple, 18309. Is that correct? And the mole number showing at the bottom of the router, is it showing MX for 200? yes it okay all righty thank you and officials how many fell total nodes do you have please all righty thank you and is this is your first time calling let org may have your phone number registered here before May have a phone number okay right let me make a check here your phone number. All right as per checking there's no record here yet you seen your phone number but no worries let me create one.

All right, thank you, Mike. And how about your email address? [silence] Thank you. And just to make sure the spelling of your Mike, it's M-I-K-E, right? [silence] Thank you so much. And my new is your Internet service provider. [silence] The company name of your Internet service provider.

I'm sorry, who's that again? Leven telephone, is that correct, I'm sorry, Mike, the line is kind of static. Can you hear me fine on your end? All right, thank you. And going back to your concern, while my system is checking the hardware warranty and support of your ASCUS router, may I know what's the color light showing on top of your main node, the one that's connected to the modem using an Ethernet cable, what's the color light on top. I see.

Okay. I see you. you're trying to log into the settings but unable to and, by the way, how long you've been using your linksys node. Like, how many years already. Uh huh. Okay, because here's the thing, um, Mike. Regarding your old routers, uh solid blue light means it's online but the main problem is that you're unable to access its settings to further check or I mean it's you're unable to log into its settings. Well, let me check. Did you use the 192.168.1.1 when you tried to log in? Uh-huh.

mm-hmm. Okay, and did you use the same email, the mydrl three seven nine? Okay, cuz when I check your email here it means that it's online and connected, there's this thing uh Mike, we can further troubleshoot your linksys router, however, upon double checking it here on the serial number of your linksys note, it doesn't have or shows any record, but um normally it has three years hybrid warranty and free technical support or complimentary support, for this one, for us to proceed with the troubleshooting, do you have the uh proof of purchase like receipt where did you purchase this notes?

are able to secure receipts. So we made and because I'll just set your expectation, Mike, since you didn't have a receipt and you may consider this as out of warranty. And for our out of warranty devices, we have this complimentary support, sorry, paid support rather amounting to $15. It's a nonrefundable troubleshooting session lasting for one hour. If we are unable to fix the issue and determine your device is defective, no replacement or refund will be issued. Would you like to avail this $15 paid support for troubleshooting?

okay okay I understand. The email is actually an option to log it into your router settings. There is another way by accessing or logging in into your router settings using router password. I would suggest to do that. And just to set your expectation Mike, that some feature of this node will be ending, like the remote access I mean the links to smartwifi.com using the website. But you should be able to login using router password, not email into the Linksys app. How about this? I'm going to send you an article guide where you can login using router password, using the Linksys app or using a computer.

Okay. Okay. by default, the password is admin, A-D-M-I-N. You may try that. But if it's, um, not, there should be an option, like, reset password on that, um, Great. [silence] you can proceed. Okay. Th- you should be able to see another option there how to reset your router password. Yes. [silence] Um and follow [silence]

Today we'll talk about the Recovery Disk Creator. MM, I'll mute this and correct. [silence] Is there anything else, Mike, I can assist you with, Linksys?

Okay. Okay. You're most welcome, Mike. If you need assistance and want to get the paid support, you can contact us back. Okay? Have a wonderful day. Thank you for calling CIS. Welcome. Bye-bye.