V2 Rubric Detail — b332799e-6112-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 19:13
Duration
11m 32s
Contact
Sean Young
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Edgar Ian Mark Catulong
HappyFox Case
#TE00132427
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR7500_SSID not broadcasting
⚠ Auto-Zero applied: Discourtesy (C) — agent used dismissive and unprofessional language ('that's not how we do business') and failed to show empathy, violating critical failure policy.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership1.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-32.0)

V2 Grader Summary

The agent provided materially incorrect information, refused troubleshooting, and dismissed the customer’s request without empathy or escalation. No resolution path was established, and the interaction ended with the customer still without a working router. The case remains unresolved due to complete failure in technical accuracy, ownership, and communication.

V1 Case Analysis

Customer reports MR7500 not broadcasting SSID after factory reset; agent provided no troubleshooting, gave false product discontinuation claim, and asked for receipt without clear replacement path.

Troubleshooting Steps
  • Agent asked about power-adapter input/output (did not verify)
  • Agent requested purchase receipt
Key Observations
  • Agent falsely claimed all Linksys models are discontinued ([02:00])—a serious accuracy and protocol violation.
  • No standard hardware troubleshooting (LED check, Ethernet test) was performed despite customer reporting complete SSID failure.
  • Agent used product discontinuation as a reason to avoid troubleshooting, which violates Linksys support policy.
  • Warranty status was asserted without verification despite customer’s claim of recent purchase ([06:00]).
Positive Highlights
  • Agent asked for purchase receipt, which could support RMA eligibility if provided.
  • Agent acknowledged customer’s request for email follow-up and captured email correctly ([07:00]).
Agent Errors / Gaps
  • Incorrectly claimed all Linksys models are discontinued ([02:00])—materially false and harmful.
  • Falsely stated the MR7500 is out of warranty without verification ([05:00]).
  • Failed to collect serial number or verify warranty status.
  • Did not follow standard troubleshooting flow for a non-broadcasting router (no LED check, no Ethernet test, no app/web UI access attempt).
  • Used product discontinuation as a support barrier, violating Linksys support policy.
  • Did not validate customer’s troubleshooting claims or attempt to replicate the issue.
  • Provided inaccurate information about LN1600 compatibility with MR7500 mesh setup ([10:00]).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue, provide an RMA, or offer a valid path forward; customer ended call without a working router or confirmed replacement.
R2 Not Met Diagnostic thoroughness conf 95%
Only asked for power adapter specs and suggested connecting a computer—no actual troubleshooting steps like checking WAN status, firmware, or logs were performed.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly stated all Linksys models are discontinued and refused any best-effort troubleshooting despite customer being OOW and technically knowledgeable.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent asked about LED status and power adapter, showing some diagnostic intent, but failed to probe firmware, reset process, or WAN connectivity to identify root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., remote diagnostics, log capture, or web interface verification) were used despite the need to confirm router functionality.
T3 Not Met No misinformation conf 98%
Agent falsely claimed 'all Linksys models are discontinued' and incorrectly implied no support is available, contradicting current product lines like MR9600 and LN1600.
Communication
C1 Not Met Clear & professional language conf 95%
Agent lost control of the call, gave contradictory statements, and failed to set clear expectations or manage transitions effectively.
C2 Not Met Confirmed understanding conf 95%
Agent used dismissive language ('that's not how we do business') and failed to adapt communication to the customer’s technical level or emotional state.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent shifted responsibility to the customer for providing receipt and adapter details instead of taking ownership of the case or escalating appropriately.
O2 Partially Met Proactive follow-through conf 90%
Agent committed to sending an email and asked for receipt in return, but provided no timeline or clarity on next steps or follow-up process.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable in the transcript; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 93%
Customer explicitly requested a courtesy replacement due to loyalty and defect; agent refused without escalation despite clear justification and OOW status not precluding best-effort help.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 98%
Agent showed no empathy, responded dismissively ('that's not how we do business'), and failed to acknowledge customer frustration or loyalty.
X2 Not Met Tone & rapport conf 95%
Agent maintained a defensive tone and did not adjust pace or style to match the customer’s urgency or technical background.
X3 Not Met Overall experience conf 96%
Customer was asked to provide receipt and power adapter specs—information the agent could have looked up or guided through—increasing customer effort unnecessarily.
Call Transcript22 turns · 23 lines
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.
00:00
Speaker 2
Hello. Isn't that crazy? Yeah, hello. Hi. Excellent, Mark. All right. You have the case regarding the MR 7500? Okay. I needed something expedited as a courtesy for me. Can you assist me, please? I need to request an expedited as courtesy for me. Could you assist me, please? Yes, I have troubleshooted. I'm in IT. I troubleshooted extensively. I even reset the device, re-established it as a child node,
00:00
Speaker 1
Yeah. I understand that you troubleshooted her, but we also troubleshoot. We should - the Linux technician should have this. So, are you with the Lenexa's unit? Okay. What's the behavior of the light on top of it? Is it still connected to the modem? Okay. So, what's your parent node? Okay. Yeah. Okay. So, none of your devices connects to its Wi-Fi? All right. Okay. Well, first of all, sir, this model is already discontinued. Nothing actually, sir. So, all of the Linksys models are discontinued. So, we can only provide you the order for replacement of accessories. And what are the accessories you need for that router?
01:00
Speaker 2
I've reset it to manufacturer settings, it's still not functioning, not even broadcasting. Not broadcasting the SSID. Only the ones in the parent node. Child node is not broadcasting. Okay, so please, if we can expedite, this replacement marked. Okay, so what we can send out, accordingly. [silence]
02:00
Speaker 1
Yeah, that's right. That's about right. well, almost a year now for some models. Well, before that year, we'll have to continue troubleshooting. So, do you have a computer that we can connect straight to this router? Okay.
03:00
Speaker 2
Are you kidding me? What are you talking about? All the Linksys models are discontinued? So Linksys is not making devices anymore? What? Since when is this put, okay, so how do we get service this replaced then? No, no, I don't. It's obviously defective. It has
03:00
Speaker 1
OK. How about this Let's check the specifications of its power adapter the input and then output of the m7500 Sir, the input and then output rating of its power adapter. Sir, the one that's powering on
04:00
Speaker 2
of which adapter? There. Sir. Right. What do you mean? What is the input and the output? What are you talking about? To do a speed test? If it fails. Oh, the input and output rating? I don't know. I don't know. It's the it's the power adapter that provided it. You know, it came with the unit. I don't know what it is. And that's in a power shelf. It's not exposed.
04:00
Speaker 1
well that's why we want to determine what that is. So we need to have, you need to have access to it and confirm. and also sir, based on our record, this unit is already out of warranty. so do you have the receipt when you purchased this? hmm. well, without this information that I asked you to do so. it's hard for me to discuss this with the team.
05:00
Speaker 2
i don't have access to that. Should it be like a 2 amp adapter? Okay. Well, everything was functioning as intended until no longer. So, after the troubleshooting procedure, it's still defective. So, how can we escalate exhda for a one time replacement? Yeah. Okay, I couldn't find it, but I couldn't find it. I'm sure that I can recover it, but what I'd like for you to do is see what you can do for me as a courtesy.
05:00
Speaker 1
Where did you buy this? Yes. Well, we did nothing at all, sir, so I can't really discuss this with the team and then ask for something.
06:00
Speaker 2
Okay. Well, you could tell of the unit was purchased in December. And it should still be under its warranty. And I'm a long time Linksys customer for many, many years. I don't know. My company purchased it. I don't know. I don't know. All right. I'd appreciate your help, Mark. could you do that for me? I'd appreciate it. Just take a look at my profile, you'll see the thousands of devices that we buy with your company.
06:00
Speaker 1
That's not how we do business. I clarify. Well, thank you if that is the case. Well, I can send you an email right now, sir, so that you can respond with the receipt of the unit. But I have to set your expectations, sir. We have not troubleshooted the unit.
07:00
Speaker 2
for many, many years, since the 802.11g. Standard 11 B. Standard. Long time with linksys. It's absolutely the case. So I would definitely like some courtesy extended for my loyalty. So if you can go back to your team and reference that, I can give you my email address so you can follow up with any information that you may need. Okay. Go ahead and send me an email. have eyes at Outlook dot com. H-A-V-E-Y-E-S at Outlook.
07:00
Speaker 1
Well, you're talking with you're talking with a level 2 Technician. Sir. I should be. So I'm trying to match the specifications of the adapters from your end and then on my end. Well, I'll have to set your expectations here that I'm not in the impression right now that the unit is defective. We have not done any troubleshooting. So I can't proceed with presenting this ticket and then ask for anything from the team.
08:00
Speaker 2
Okay, so, but I have already told you. I have troubleshoot and I troubleshoot with the previous agent. Not will doing things redundant. I don't have time to waste, mark. A level too, Zach. I understand. You're asking me about the power adapter that came with the unit. You should be very well aware of the specifications that came with the manufacturer of this device. Right, so, it's what was provided with the device. Nothing has been changed. Okay, so is there anything else that you needed prior to doing that? Okay. [silence]
08:00
Speaker 1
Well, first of all, we want to connect a computer straight to the router and then maybe capture the logs.
09:00
Speaker 2
what else do you need to troubleshoot? right. so if we don't have that as an option, what do we do? Send a receipt. okay, no problem. so go ahead, send me an email address. I'll go and recover the receipt for you and I'll have that sent over so we can expedite your replacement, okay? So what are we going to do with the receipt? Wow, wow. Okay, so what are we doing in terms of mesh networks now?
09:00
Speaker 1
[silence] Well from what I noticed, the last model that was released is the LN 1600. Uh, not totally sure, cause it has a different web interface than this MR 7500. So it may or may not work. Well, we cannot discuss anything for now sir. But uh, I'll send you an email. Respond to it with the device's receipt.
10:00
Speaker 2
What have you guys released that is comparable to the mesh network that Linksys was providing? Okay, is it backwards compatible? Okay, so can we work on maybe getting a parent and a child node and the LN model line? Okay. Alright, perfect. And just make sure that your employee identification number and contact
10:00
Speaker 1
I'll try to see what I can put on the email, sir. You're welcome. Bye, sir.
11:00
Speaker 2
Okay. contact information is there as well, okay? Yeah. Okay, I appreciate your help, Mark. Thank you very much. Have a great day. God bless. Bye-bye.
11:00