Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello, this is Paul from Linksys customer service team. May I speak to Robin? Okay, sir, so this is actually a follow-up call regarding your concern about your Linksys router. Is this the best time for us like to work with this ticket? [silence] Yes. Yes, I do apologize for that, sir. Because we're not able to call you back yesterday after an hour because we actually had like a high volume of calls. Yeah, I do apologize for that. So, I'd like to confirm, sir. So basically you have this E8450 router, right? And yeah, you tried to set it up yesterday and you're not successful, right?
00:00
Speaker 2
[silence] This is Robin. Sure thing. It's been a long one hour. Okay. [silence] No, that's totally incorrect. Please
00:00
Speaker 1
And Okay. I got one. Did you OK. Nice. Yeah, But I just want to confirm So when you plug in the router Can you still see its default WIFI name? Yeah when you power on it's not broadcasting. And also So when you reset the route Yeah, I just want to confirm So.
01:00
Speaker 2
[silence] I already spent one hour doing a very extensive troubleshooting procedure. We managed to recover the device. But I'm done with that now. The reset button does not work; it's not functioning. And I can't spend one hour with text support, wait for a call the next day, one more hour every time my router decides to have a problem. So I need it replaced. It's under warranty. Yeah. No. No, not broadcasting. Same at the last.
01:00
Speaker 1
You reset the router is there any activity on the light like will it blink when you hold down the reset button Let's say for a minute won't and just want to confirm so have you tried this one to plug in this router to like a different power outlet and see if there's an activity same issue and And when you plug in the router to the power outlet will it like blink or it will just went to solid white when you plug it into the power outlet Oh yeah it just went to solid blue immediately no blinking yeah those uh
02:00
Speaker 2
no, it won't. no, we tried. yeah, we tried with the previous level one rep. yes, yes, same, same issue. no. Oh, it goes to solid blue. no, well, I mean it, it, well, it'll it'll blink once it pulls, you know, until it connects to the internet once it connects to the internet.
02:00
Speaker 1
[silence] Yeah, so but it's my purchaseis called just give me a - two to three minutes just have to verify your previous ticket Okay? I'll be right back.
03:00
Speaker 2
you know it works as a it works as a a hub. You know, the wired connection will work but it won't broadcast. That's the problem. And uh, you know, your 10- minute procedure for recovering the machine. It's just it's it's too complicated to I mean, it doesn't work. You know, It's 150 device. We've spent many hours on the phone. I just need to I need a replacement. [silence] Yeah. Yeah. Right. Yeah, [silence] Oh no, no, and I did it. You know, and it worked. You know, good for them, but uh, this is it. You know, when you're paying somebody in the Philippines two bucks an hour, like, I mean, if it was a North American company, I mean, I've spent Well, I'd [silence] not infinity now it's the dealership in um and um Almost a mile deviation. I'm not - at this point. Why are you talking all the time. I think I'll change the hamburger back down to 16 bucks - Jumbo Deluxe is 19 - Yeah, geez. bacon ends up being the same price. It'd be more expensive than the jumbo. [silence] Oh and they're not charbroiled anymore. How long? That's how long? That's how long? That's how. That was pretty good. Oh those potatoes. Getting on the base raggins. [silence] I'll grab some there so they get off.
03:00
Speaker 1
Hello, sir. Okay, thank you very much for patiently waiting and I do apologize for that very long hold time because I need you to verify your ticket and yeah, it seems that it's actually what you call a valid for replacement. So yeah, I also verified like the warranty status of your device and it appears that it's still under the warranty period and however, sir, okay, so about the replacement, we don't have like an available replacement for the 8450 model. So we don't have it available for we don't have it available for replacement. So what are we going to do, sir? Is yeah, we can provide you like a pro-rated refund like in the form of digital gift check. A gift card. so that will be our next route for this. yes, so a digital gift card. So yeah, what are we going you do this with? So yeah, or a gift check. Like digital gift check. Yeah, that's from Linksys. So that's how we process uh refund nowadays. prorated refund. Yeah, we call it prorated refund. Okay, so for this one, so yeah. So I for so what for the refund, so what are we going to do is we'll have to forward the case, yeah, to our customer service department. Then they will be the ones to yeah, provide you the steps. But as far as we are concerned about uh prorated refund, it will be deducted on the date
18:00
Speaker 2
A gift card to to to where? Okay, but a gift a gift card for for what what company? Okay, refund. Okay, so how much refund?
19:00
Speaker 1
I think the computation for that is it will be deducted. Yeah, of the date. Yeah. From the date you purchased the device. Yeah, do you have, like, a specific formula for that? Yeah. Yeah, that's why we will forward the ticket to our customer service department. Okay. So, for uh, pro-rated for download size, it will take 24 to 48 hours. So, you will receive an email from them regarding the process now to process the uh, what you call this uh, refund, the pro-rated refund. Okay?
20:00
Speaker 2
Okay, so. So when will I hear from them? [silence] An email. [silence] Okay. Yeah. [silence] Well, I guess I'll wait for then. [silence] Um, I'm I'm I'm not happy about this. Why would it be prorated? I just want my money back. [silence] You know, you I have a defective.
20:00
Speaker 1
e.g. yes, I understand, yes, but since we don't have an available replacement, so that's our process nowadays. Yeah, we're forward this one to our customer service team. Yes, sir, just have to approved the replacement. Yes. we have like a different team who handles the pro-rated refund. Yes. Okay, so the ticket number is Tango Echo Te 001-28785. Okay, again, so that's Te correct. Yes.
21:00
Speaker 2
I have a I have a defective item you can't replace it so I need a refund not a pro rated refund you know you yeah sure but that's not anyway so who handles this it's it's like my argument's not with you it's with with whom so you just approved the replacement so now uh so so customers so you've approved the replacement yeah okay so what's the case number uh huh yeah yeah so TE 00128785
21:00
Speaker 1
for the I was they will be the one to contact you via phone or email Ah, they will send you an email sir. Yes, sir, they will send you an email. Yes Yes, I the place Definitely. Yeah. Oh, nevermind. Okay. Okay, so just check your email also so. Okay? So, yeah, thank you very much. Oh, you really have the receipt, sir. Oh, but if you also take sir, take a picture on the bottom of the router, so you can just reply to that email.
22:00
Speaker 2
(and what) phone number do I use to (follow) up on this? But if they don't, which often they don't. Like your follow-up is horrible. Is there a certain number I could call? Oh, they will. But but but they also said, they also said somebody would call me in one hour and now it's it's almost 24 hours later. I could understand you not calling me last night, but you could you could have called me this morning. So I waited all day, and now here I am. And now I'm hearing this. So anyway. Yeah, sure. So, okay. So I just, once again, I will wait. Yes. Of course.
22:00
Speaker 1
Do you still have that email sir? Yeah, because we need to the picture on the bottom of the unit. Uh yes, I will send you now. Okay. Hold on. Let me send quick. Yeah, I'll send you an email so you can respond to it. So you can attach the copy, I mean the picture on the bottom of the unit.
23:00
Speaker 2
[silence] Why don't you send me an email, and I'll respond to you? Mhm. [silence]
23:00
Speaker 1
How about that? Did you receive the email that I just sent to you? [silence] Elizabeth, did you receive the email that I just sent? Okay, okay. Yeah, just attach it to copy on the bottom, I mean the picture on the bottom, the unit. Yeah, we also have the receipt, so, this should be good.
24:00
Speaker 2
Yes, yes I have the email now, I'm going to I'm going to reply. [silence] I'm going to reply. [silence]
25:00
Speaker 1
Okay, yeah, let me just double check. [silence] I've received your email. But if you say, can you double-check? Or if it's already on your sent items? [silence] Yeah, on your email. Okay. Haven't yet. Haven't arrived yet. [silence]
26:00
Speaker 2
Okay. I have sent, I have sent this to you. It's uh, it's sent. Yeah. [silence] Okay No, we're fine. Okay.
26:00