Speaker 1
yeah, uh huh. I'm having a problem with uh one of your mesh routers. Um, I need uh help uh fixing uh it. Uh it uh doesn't ever want to uh stop uh flashing uh blue
00:00
Speaker 1
Sure. It's C10 60062080628. I think it's breeze line. Okay. So it's not broadcasting the Wi-Fi, it's intermittent and you have it set up as
01:00
Speaker 2
for before we for before we proceed sir with that one may I have the serial number first of the router that you're having an issue with thank you so much sir and who's your internet service provider sir we okay this one sir is the MR 7500. I know sir what's your issue with this one
01:00
Speaker 1
it comes online and it isn't. I've done a complete reset. I've re-added it. I have done, I spent three hours troubleshooting. I'm IT. I've spent three hours troubleshooting. The unit is definitely defective. I need it replaced immediately. I need an expedited RMA if you can please help me do this. Send a new one out and I'll ship the old one back. Can you help me? Yes. Yes. It was December of last year.
02:00
Speaker 2
I can actually provide you options sir but in terms of replacement, we have to properly isolate it first in terms of the if the device is actually really is defective. However, aside from that one, I know that you already tried to troubleshoot it but aside from that one sir, we have to verify first as well if the device is in warranty. I know when did you purchase the router? Do you have sir? Can you provide me like a proof of purchase?
02:00
Speaker 1
Uhm I don't have it with me, no. But it should be it should be under warranty, um, cause I believe it said five-year warranty. I don't think this unit is even five years old. Sure, go ahead. Thank you.
03:00
Speaker 2
Okay, usually say, for MR, let me just verify first how? Because for MR devices, we only have one year of hardware warranty for this one. But let me just verify it for DMR 7,500. I'll put you on hold for like two to three minutes. I'll be back. Okay? Thank you so much. [silence]
03:00
Speaker 1
Yes. Hi. Okay. All right. Let's do level two because I've already faced too much inconvenience, too much delay. I have thousands of Linksys products. We always buy Linksys products, you know, 'cause you guys stand by your products. So, I need this expedited, please. So, please. [silence]
07:00
Speaker 2
Hello sir. [ silence] Hi sir. [ silence] Thank you so much for patiently waiting on the line. So, um yeah, regarding your request, um, the MR 7500 has a one-year of warranty only, and then, um, if you purchased the device uh last year, uh we actually really need to have like the proof of purchase because I may actually need to escalate it to our level two. So they can act they are actually the ones who have an option to uh move. What could be the possible option for this one, sir? [ silence] Yeah, but I actually really need sir [ silence] Transcribed by Otter. ai
07:00
Speaker 1
Yeah, but I don't know where the purchase is. That's why we're going to escalate it. Why would you need a proof of purchase then escalate it? That makes no sense. I need to escalate it so they can do this for me as a courtesy immediately. uh, have eyes at outlook.com. H-A-V-E Y-E-S at outlook.com. Sean Young. S-E-A-N.
08:00
Speaker 2
[KEEP_UNCERTAIN] Please verify first the proof of purchase before I can ask an approval to escalate it. um can I have you email so I can send um I can send you an email where you can attach the proof of purchase once um will it be possible? [silence] Okay, can I have an email first? [silence] Can you spell that one for me? [silence] And first name and last name, sir? Shaw N. S... Ah, okay. But let me repeat the email Sir. That is H-A-V-E-E-Y-E-S at Outlook.com, right? Okay. Um, I'll put you back on hold. Sir, just give me like another two minutes. I'll ask an approval for this one to be escalated, okay? Stay on the line. [silence] [silence] [silence] [silence]
08:00
Speaker 1
What the heck you are talking about, man? Yes? Yes, yes, absolutely. Thank you, Joe. Wait, no, I will hold. I will hold.
10:00
Speaker 2
Sir, Hic sir. Thank you so much for patiently waiting on the line. So, um, yeah, for this one, sir, I have already asked an approval, so I will escalate it um, by the end of this phone call. Um, give give us within like today or by tomorrow our level 2 will call you back with the phone number 7241. Okay. All right. So, keep your lines open, sir. Okay. And then if they're unable to reach you out, they'll probably Okay.
10:00
Speaker 1
Oh, that's not acceptable. Um, do you have my telephone number? Okay. All right. [silence]
11:00
Speaker 2
Uh, sorry sir. Um, I can only escalate it but you have to give us time to, um, like, we actually are, our level twos are actually engaged with a call right now. So they'll be available, like, um, I don't have any time frame but more likely they can give you a call back, 2 to 3 hours or within today. Um, yeah, I have your telephone number here, sir. Um, if this is the best callback number that they can reach you at, it's 305-815-7241. But notes, I will let them know that once they, um, once they're available, once they're done with their calls right now, I'll let them know that you actually need an immediate callback.
11:00
Speaker 1
Okay, your name is? L? How do you spell that? just two two letters? Okay. And what department are you in? Level one. Okay. All right. I will wait two hours, then that's my only option. I appreciate your help. Thank you, YouTube. Bye-bye. [silence]
12:00
Speaker 2
My name, sir, is Elle. Yes. Uh, "E" for echo, "L" for Lima. Yes, just two letters, sir. Um, we are under Linksys technical support. Level 1. Okay. You're welcome to, uh, thank you as well for your time and for your patience, and you take care, okay? And have a good day. Thank you, sir. Bye-bye. [silence]
12:00