Speaker 1
Hi. How you doing? I, um, I had an issue with my Me internet on one of the devices after going through troubleshooting with somebody on Linksys.
00:00
Speaker 2
welcome to LynchSys support for ensurer of 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. lynchSys.com. Please have your device trivial number ready. For assistance press 1 now. For out of warranty product. Paid support may be available depending on your issue. To hear more about your please have your device's serial number and contact information ready. If unavailable kindly call back later. For out of warranty product. Paid support option may be available depending on the issue. Thank you for calling the services. This is EYE, how can I help you? [ silence ]
00:00
Speaker 1
They let me know that the device was defective and they said they were sending me a new one, but I never received the new one. [silence] Um, it may have been, it might have been last year. I'm not really sure of the exact date, but they said it could take a little while to get shipped here and then I kind of forgot and then I just remembered I never received it. So, I don't know if there was like if there's a record on your end that it was shipped here or if the request was made or anything you could check. I can give you the case number if that's helpful.
01:00
Speaker 2
Let me check. Sir, when did you call the agent? This year or last year?
01:00
Speaker 1
Yeah it's 150 732 66 732 732 66. Yes. No it just it just says case. Case 150 732.
02:00
Speaker 2
Yeah, sure. Do you have the case number? 1507364. 1507364. There is no record on that, sir. Let me, is there letters before the numbers?
02:00
Speaker 1
266. yes. it is, w, H w 0 1. Okay. Thank you.
03:00
Speaker 2
one 50 seven three 266 what's the member number or loss system of all right for two minutes. I'll check first on our system after a record uh... with regards to your concern, okay? Hello. All right. Um, may I just confirm if your name is Dave Rivera? All right. Dave, we have here two records of you but one record um mentioned that your concern is about uh your child noad that get disconnected and uh the previous agent was able to help you and add a child noad. Uh, there was no mention of any problematic node that needs to be uh replaced. And the other record here is a chat conversation with someone you have talked with. And the chat conversation is about you trying to set up your old mesh network. But
03:00
Speaker 1
Oh, I talked to somebody on the phone. Yeah. Yes. [silence] Through all of the different nodes and he was like, okay, this one doesn't work. He's like, I'm gonna send you a new one. And then that should come, I forget what he said, how long it would take, but then it I never got that new node. And maybe it got lost when you guys switched over support systems or something. I'm not sure. I mean, I have an email with a case number, too, from Linksys. Case 15073266. I have an I have an email after with the case number, so like I know the phone call happened. [silence]
06:00
Speaker 2
[silence] Because even with our other cases here that are pending, there is no record of you [silence] the taste, uh, you have What do you mean? E-mail
08:00
Speaker 1
but I don't remember the rep's name that I talked to. Yeah, it says Lynx as support. I I understand what you're saying and it sounds like there was there was another system you guys used and maybe I'm in that system, but either way, about 100,000 million percent. It is, yes, it was Lynx as technical support. Yep.
09:00
Speaker 2
Are you sure it's from Linksys, technical support? Because we don't really have any records here. Against only two records where a chat support agent answering your calls. But you're sure that it's Linksys, technical support that you called? [silence] Because usually, sir, when your product is out of warranty, there is no [silence] refunding. [silence]
09:00
Speaker 1
So, it must have been at the time when I requested it. It must have been in warranty. So still done. Because he he was like, he was like, What? I I know it it wasn't the chat support. I talked to somebody on the phone. I understand what you're saying. I talked to somebody on the phone. I went through trouble shooting through all of my linksys nodes. I spent like hours doing this on multiple phone calls. And the rep was like, this is a defective unit. I can't get this one to reboot. I'm gonna send you a new one. And he took down all of my mailing information and then I never received that new one.
10:00
Speaker 2
replacement for that unless your product is still in warranty and your records here no the records here the records here we have when you talk with the tech support agent your product is already out of warranty and oh yeah yeah I also understand what you're saying yes yes uh but uh yes yes but uh because even with the phone agent that you talk to your product is out of warranty
10:00
Speaker 1
But he, I, he said he was sending me, I talked to him on the phone and he said he was sending me a node. Like I talked to a human being at Linksys, and he went through this whole thing and he was like I can send you a node and I'm going to do that right now to replace this one. So, it's fine but I did talk to somebody and that's what they told me. So that's why I'm calling back. it was at Linksys? I talked to somebody at Linksys. I talked to somebody at Linksys, yes. Right. But then but you're also saying that you have a new system, so there's no way to query the the system that I potentially talking with. No. Okay. All right.
11:00
Speaker 2
Your product didn't change, it's still the WH01 and it will show on the serial number. So that's why we need to you to check. Yeah, or because it could be uh someone you talk to because we don't really have uh protocols that we place out of warranty. Yes, I know that sir. Oh. Uh that's why I'm looking for a record here, but there's only shows two records. The one you talk to the chat support agent and the other phone agent. Yes, but I
11:00
Speaker 1
Too, is that correct? But that's not my fault. You guys changed systems, right? I didn't say, hey, Link'slest, change systems and delete all of your records in your old system so nobody could search for them. I'm just a customer that bought this product and I'm trying to have a good experience. That's it. [silence] Are you able to check with my phone number? [silence] Are you able to look up conversations with my phone number?
12:00
Speaker 2
Yes. Sure. I'm talking to the chat support agent agent. All right. I just want to. Yes. Yes. Yeah. Yeah. I want to explain that even if we change a system, it should still appear, just like the chat support agent that talked to you. It was 2024, and it still appears here on our records because though we change the systems now, all the records from the previous system we're using were uploaded now on our new system. So that's why it's only shows the chat support agents you talked to were in I'm sorry, your number here.
12:00
Speaker 1
And then I called, and then I talked to somebody for hours. And I got two of the nodes working but the third node was defective. And that chat support agent said, okay, let me put in whatever it is to get a new node shipped. And then I've been waiting for that node and it's
13:00
Speaker 2
Your phone number here is 12679717975 and your chat conversation with our chat support agent shows that you're asking to set up an other mesh network and the agent apologizes to you and asks you to call back if you'd want to contact phone support for further assistance and you gave you the number that you should call back, but
13:00
Speaker 1
It, it, it never came here. And that was that conversation that I had on the phone. I, I, I got it. I got it. I get there's no record but I have I had that call. So just because you don't have the record, I had a call with somebody like, I don't it must not have been recorded. I don't know why. Yep.
14:00
Speaker 2
Right, but it should appear is here, sir, but there's no record on that. Is it? Yeah. Yeah. Yeah, all right. okay. Yes. Right, I get it, sir. Yeah. Yeah, I get it, sir. Uh, you have called, but what I want to explain also is that your record here with the chat support agent already records your product as out of warranty. So the agent, the one you talked to after the chat support agent did not have uh told you that your product could be uh replaced because your product is already out of warranty. It's no longer eligible for any uh replacement.
14:00
Speaker 1
Okay. Alright, that's Yeah, just, just, that's fine. Yeah, that's fine. I just thought I thought maybe you guys could help. It seems like you don't care about customer satisfaction. If you can send me a survey or something. This is a terrible experience. I'll never use these products again. It's like I, I thought I was buying something that would help me with my internet and this has become a multi-year problem and my internet still is not working.
15:00
Speaker 2
turns or replacement. And that was a year 2024 and there's no response or update from the agents you talk to then, it could only mean that the one that you talk to it might have been a mistake misleading your product as in warranty. Mhm. No, ah, no, uh I just want to explain sir that. Yes. Internet, yes, uh sir, I think you may be confusing it with the internet and the router or your internet provider,
15:00
Speaker 1
I'm not. I I I'm very technical. I work for T-Mobile. I understand how all this stuff works. It's, it's been a multi-year bad experience. There was a defective product that I had. I was told by somebody at Linksys that it would be replaced. You're now telling me that it was out of warranty, it's a different story. What I'm telling you, this is a terrible experience and just Send me the satisfaction survey so I can let everybody at Linksys know that I'm a terribly unsatisfied customer and I'll never work with Linksys again. Yeah, it sounds like, it sounds like some agent didn't do what they were supposed to do. It's not my fault. Right? They gave me information I thought, uh, would work out. I was receiving a note, and I've been waiting for it. and never came so that's the experience I've had on the customer side. I understand your explanation that you don't see any records in your system. That doesn't mean the conversations didn't happen and that doesn't mean I had this expectations that didn't get met, right? And that's that's where we're at now is Linksys seems to have a setup for support that's not great, but now it's causing dissatisfied customers. So that's just this is bad at customer support. Okay. Totally, totally. I'm telling you it's a broken process, right? Like this is you have not captured what has actually happened and the customer has gotten expectations that have not been met. And, you know, I know this isn't the
16:00
Speaker 2
Mm-hmm. Mm-hmm. Um, okay. Right. Yeah. I apologize because that is how our process. That way we provide only technical support for in warranty items. Mm-hmm.
17:00
Speaker 1
your particular fault. it's a fault with Linksys, but you know, I will, I will, I will type it up and let them know in the like survey or whatever I get. Is that what just there's one node that was defective and it did not work and I talked to a rep and he said he looked into it and he said he was sending me in a new node. And that was the expectation I had was Linksys gave me a defective Linkless gave me a defective products. I wanted that node so I could have the mesh network that I paid for and it never came. No, I don't know their name. was this number
18:00
Speaker 2
Yes. All right. So, Dave, [silence] only your concern is about the [silence] replacement issue of your [silence] problematic device. [silence] Uh huh. [silence] Or [silence] can you, [silence] Okay, [silence] can you provide me a, [silence] at least a name of the agent [silence] to talk to you? and the number you called to, [silence] can you provide that again? [silence]
18:00
Speaker 1
800, 3267114.
19:00
Speaker 2
that we can check. Because it's alarming that an agent promised you. [silence] Okay. I'll put you on hold for 5 minutes, day because I'm going to consult with a higher technician and ask them if they have received a call from you, okay? [silence] Because I'm just new here and a level one agent, so I don't really know all about this conversation you have. So, I'll ask if there is a call from you with an agent promising you a replacement, okay? [silence] Thank you. so for patiently waiting all right I have consulted with our technician it seems that the record show that since you've called uh year 2024 then it's already been moved uh your case and there is as uh I they check there is no record an agent uh told you to replace uh the problematic note you have because the two records we have shows that you were assisted by the phone agent and the chat support agent was also not able to continue talking with you because the chat conversation ended because you no longer responded to the chat support agent so those are only the two uh agents that have talked with you on no records indicates that there was a promise of replacement. Only the two agents provided you, one the phone agent provided you technical support and they were able to set up your nodes. And also your product is shown as out of warranty. And as I have explained to you before, there is no procedure for return or replacement for a product that is already out of warranty. Only products that are still in warranty are eligible for returns or replacement. So, I apologize really for the confusion of the agent who you've talked to, but as we cannot have our any record here, then the only way to prove that you have talked with the agent is to provide a receipt.
19:00
Speaker 1
I got a case number, case 15073266, which you can't find in your system. Cool. [silence] [ silence] [silence] [silence] [silence] [silence] [silence]
26:00
Speaker 2
Did you, uh, did you get a receipt for the replacement? because there should be. Yeah. We checked that also from the higher but tech and there is no, uh, records of that. Uh, that is a case number. What we need is a receipt of the replacement that was, uh, promised to you. So when we do process a replacement, so we do provide a receipt for the customers so that when they get the, the replacements, they have, like, an invoice to validate and also to provide some, uh, evidence that their beans have been replaced. So, do you have a receipt of that?
26:00
Speaker 1
No, I just have that case number. Right. So, it's like he could have just not processed it. Whatever. Okay. Got it. Okay. Well, I have to go. Oh yeah.
27:00
Speaker 2
or invoice so that it could provide a proof that there was a transaction made for the replacement because if there is then it only means that it was not um So? So the replacement sir are really could not be processed because your product is out of warranty and your previous record here was already good because it's already last 2024 and based on the previous records, they only provide your technical support and no promises of replacement. All right, thank you for calling lenses again sir and take care. Bye.
27:00