V2 Rubric Detail — a865f17a-700e-11f1-9…

This is Linzus technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linzus specialist. [silence] Hello, this is Eric from Linksys Customer Assurance Team. May I speak with Grog Bao? Hello, Grog. Thank you for answering my call, and can you hear me okay on the line? Okay. So, uh, by the way, Grog, this call is recorded for quality assurance purposes. Okay? So, I'm here to do follow up regarding the case that was escalated to our level two department regarding your Linksys MBE 7000 device. And may I ask, if is this the best time for us to discuss and troubleshoot your device concern? Okay. So, let me just double check based on the record, you have one node that's not turning on, am I correct? Hmm, let's see. How many nodes do you have here in total? Three, okay. So, but the other two nodes are working fine, so you're able to set up the parent node and one child node. Am I correct? Uh, okay. Then that's good. So, if you're able to configure them, then you already know how to perform the proper reboot of proper reset and proper reconfiguration, okay? But if the device is not turning on, mm hmm, yeah, and if the device is not turning on, then we cannot proceed to the next step, okay? So, but if I'll verify this node was able to work fine before.

Well, not at all. Working 24. Okay. So, as far as you can remember, only what happened why you suddenly like this node started or not? Stopped working yesterday. I see. If I may ask, as far as you can remember, only have you had like power interruptions, power outages that might have caused this node to stop working? Okay. So if no power outages, because usually if you have cases, but not all the time, okay? Like the node is no longer turning on. Okay. So,

It was, uh, they're usually subjected to a very strong power outage or like a power surge that it damages the power adapter or the device itself, okay? So, since nothing happened, so it might be on the power circuit system on your device that might have gotten bad. Okay. But if I may ask, were you able to try the working power adapter of the other nodes to this node? And, oh, okay. Then the power adapter of that node, when you try it to the working node, it also works. So the power adapter is working. Correct. It's okay, no need, no need. Uh, I'm just doing the isolation. Okay.

So because it doesn't always follow Craig, that if the node is not turning on, the adaptor is also having the same issue. Because it might be that the power adaptor is still working fine. It's just the node that's not working. Okay. Hmm. Okay. Thank you. Thank you. Thank you for the isolation, okay? Okay. Okay, but, just in case that I've verified that it's really the node that's not working, so it's still a package, okay, that, that node and the ISPA adaptor will be replaced, okay? Not just the node. Okay, it'll be together. But uh, I'll set your expectations about the issue, okay? So, the probable causes, if your device, especially if it was working fine before, it might be a software, it might be a hardware, but most the cases it's a hardware issue, okay? So what we need to do here is we need to just perform uh, steps to prove it out for documentation. [silence]

Craig, I really appreciate the information that you provided for me to verify, okay? So what we need to do here is we really need to just do the proper uh documentation, okay? Uh proper documentation in the manner that we really need to make sure that this node is properly isolated, okay? So when we do the checking, okay? Uh we'll just need to make sure that we'll just do the proper steps, okay? Like I know that you already have tried based on the documentation, already tried to do the reset, okay? So what we need to do here is we'll just need to uh just unplug the power adapter cord from the power adapter port of your device, okay? Then we're gonna plug it in later on. But when you plug it in, we'll need to observe the LED indicator on the top, okay? So we'll just need to check if there's uh like just even, like, there's LED that will turn on, okay? That's the one that I needed to verify if there is. Are you ready to do that? okay. Uh, make sure that the, the switch is on the I, or the ON position, okay? Then Then let's plug it in, and check if there's like a LED light. okay. Okay, thank you. So, if even, because we have like uh configuration, we can turn up the LED, okay? But if you unplug it and we plug it back in, it should reboot, and it should provide like a LED, okay? But since it's not, so Craig, I just wanted to set your expectations that I can do other troubleshooting steps, if the device is on, but if the device,

This is off. That's a layer one issue and I cannot proceed. So, on my end right now, I'll be tagging it as defective but let me consult my supervisor first, okay? Then after that, we'll proceed to the next step. So, before that, by the way, Craig, do you still have the receipt of the device when you purchased it before? That's great. That's great. Uh may I just double check uh what's the serial number of this node that's uh not turning on anymore? Can you provide it to me? But or uh I'll or I'll read it to you first. I apologize. And and correct me if this is the same serial number that was documented, okay? So let me read it to you. The serial number that was documented was 59A for alpha. 1

0M for Mike number two A for Alpha D for Delta 06068 thank you for confirming okay so b- based on the record uh as what you have th- tried you tried with uh previous technician you tried different outlet and you even tried to reset the node even if if though it's not turning on then you tried the our adapter the working adapter node and there's no SSID broadcasted because it has a default SSID being broadcasted there which is the _ setup and the last three characters of its MAC address so you confirm that and you also have a wired computer that you tested to hardware to the node but it's showing network cable unplug of course because it's off am I correct of those steps that you have okay thank you for confirming so

objective, then the photo of the power adapter that came with it, that it will show its label. It also shows its power adapter specs. Then the digital copy of your proof of purchase from Amazon and the shipping address. Okay. So just a recap, Craig, we understand that your device is no longer turning on but it happens, but not all the time. Okay. So it just so happened that is a hardware issue. Okay. So rest assured, your device has a three year hardware warranty. So we'll be able to provide the replacement. Okay. So once I already sent the email, then I will then be proceeding to escalating your case to our customer service department. But before that, may I verify your email? I'll read it first, then I might need to do phonetics just to ensure. Okay? So, are you ready for me to verify your email?

correct? then at P for Papa, A for Alpha, S for Sierra and then another S for Sierra. Fox Trot, W for whiskey, C for Delta calm. Yes. Thank you for correcting the email. wait for a few seconds, let me edit this.

A* okay, so just to finalize it, okay? So I just changed it into the system because we cannot just change it anything here, especially since your personal information, okay? We apologize for the wrong email. We apologize for the wrong email. What? We apologize for the wrong email. Okay, so your email address is lynzs.rotozooin879@pathfwd.com. Thank you. Thank you for confirming. I can't seem to save it. I might need to get assistance from my supervisor. So, Craig, this is what I'll be sending to your email later on. You may be receiving it in a few minutes from now because I'll be composing it. And let me just change it into the system because we cannot just change anything here. especially this is your personal information, okay? We apologize for the wrong email.

Okay, so previous data but for Wednesday, might something happens, but it's a good thing that you help me to verify your email, okay? So, Craig, uh would there be anything else aside from her main concerns? Okay, so let me just make sure to update your correct email on the system and once it's updated, that's the time that I'll be able to send you the email, okay? Then if I'll not be able to get any response from you, then I may need to send you another email or I may need to contact you again, okay? Okay, okay. And just to provide you a quick overview, uh for the email that I'll be sending, uh it will show there to require you to provide a photo of your defective unit, that clearly shows its model number, MAC address and serial number. And a photo of the power adapter that came with it, that clearly shows its specs. Then the digital copy of the proof of purchase and your ID if you have. Then these information that will be included in the email.

on your receipt from Amazon and to your shipping address, okay? Okay, then once I receive that, I will then be escalating your case to our customer service department, wherein one of our representatives will be contacting you within 24 to 48 business hours. And I'll also set your expectations that our customer service will be checking first for the actual inventory of your actual device, because your device has already reached its end of life, meaning our links has already stopped manufacturing new models of the MVE 7000, but they might have their inventory that they can offer you, okay? But, if there's no more the same model, they may be offering you a comparable model with the same category. But if there's still no same model, then you need to consider other options.

and it will be provided with a monetary value instead, like, uh, a prorated refund. Uh, but, it's our customer service department that's providing you those options, okay? So, Craig, uh, let me uh correct this uh customer information on our system, then wait for my email, okay? Uh, Craig, okay, so my name again is Eric, your level two technician, and you can also visit our website which is support.lenses.com. Thank you again for your patience and cooperation, Craig, and have a great day to you. Wait for my email, and so that we can proceed to the next step, okay? Good, uh, byefriend, now, Craig, byby