V2 Rubric Detail — beb62cd6-770e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 18:41
Duration
15m 58s
Contact
No name
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#GI00135833
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Inquiry Call

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall20.0% (-36.0)

V2 Grader Summary

Agent failed to provide correct power adapter specifications or a concrete solution, offering only generic referrals. No thorough troubleshooting, tool use, or ownership demonstrated. Technical inaccuracy (12V 3A claim) and lack of empathy resulted in unresolved issue with high customer effort.

V1 Case Analysis

Customer reported dead power supply on WHW01 extender. Agent advised that Linksys does not sell separate adapters, suggested contacting Amazon or a local retailer for a 12 V 1 A adapter, but incorrectly stated the required power as 12 V 3 A. Warranty status not verified.

Troubleshooting Steps
  • Collected model number (WHW01).
  • Verified power rating printed on device (12 V 1 A).
  • Explained Linksys policy on power adapters and warranty replacement.
  • Incorrectly advised that WHW01 requires 12 V 3 A power adapter.
Key Observations
  • Agent did not verify the warranty status of the device.
  • Agent provided an incorrect power requirement (12 V 3 A) for the WHW01 extender, which contradicts the device label and could mislead the customer into purchasing another incorrect adapter.
  • Agent correctly advised that Linksys does not sell individual power adapters and suggested practical next steps despite the technical error.
  • Customer confirmed the correct specification (12 V 1 A) from the device label, but agent did not correct the error.
Positive Highlights
  • Polite and patient tone throughout the call.
  • Collected the correct model number from the customer.
  • Offered clear, actionable next steps for obtaining a replacement adapter despite the technical error.
  • Correctly explained that Linksys does not sell individual power adapters and that warranty replacement applies to the full unit.
Agent Errors / Gaps
  • Failed to confirm warranty status before discussing replacement options.
  • Provided inaccurate voltage/current specification for the extender (stated 12 V 3 A instead of the correct 12 V 1 A), which is a materially wrong technical instruction.
  • Did not correct the error after the customer explicitly stated the correct 12 V 1 A specification from the device label.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never provided correct power adapter specifications or a definitive path to obtain the correct part; customer left to self-source.
R2 Not Met Diagnostic thoroughness conf 90%
Agent asked only for model and voltage, gave generic suggestion, did not verify plug type or adapter compatibility, and relied on guesswork instead of troubleshooting.
R3 Not Met Correct resolution path conf 90%
Agent stated Linksys does not sell adapters and only replaces whole units under warranty, without confirming warranty status or offering best-effort troubleshooting for OOW case.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified symptom (dead power), asked for model number (WHW01), confirmed voltage input (12V 1A), and verified issue isolated to power adapter via customer test.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not consult KB or internal resources; incorrectly stated '12 volts, three amps' for three mesh, contradicting WHW01 specs and showing reliance on guesswork.
T3 Not Met No misinformation conf 95%
Agent claimed WHW01 requires 12V 3A — material inaccuracy; device label and specs specify 12V 1A, undermining technical correctness.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent greeted customer and set expectations about replacement policy but had multiple silences, repeated 'okay', and failed to guide toward concrete solution.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but did not confirm understanding or adapt to customer’s confusion about plug compatibility; repeated vague suggestions.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent immediately redirected customer to Amazon/ISP rather than taking ownership of finding correct adapter specifications.
O2 Partially Met Proactive follow-through conf 80%
Agent suggested contacting Amazon or local store but provided no timeline, follow-up, or assurance of success.
O3 Not Applicable Closure confirmation conf 100%
No prior case history existed; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for a straightforward parts inquiry within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offered no empathy or acknowledgment of customer’s frustration about wrong adapter and repeated failed attempts.
X2 Not Met Tone & rapport conf 85%
Agent did not adapt tone or pace to customer’s repeated questions and seemed scripted; pacing uneven with silences.
X3 Not Met Overall experience conf 90%
Customer had to repeat issue multiple times, was not given adapter specs directly, and left to self-source — increasing effort unnecessarily.
Call Transcript15 turns · 15 lines
Speaker 2
Welcome to Linksys support. To ensure 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.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty, 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.
00:00
Speaker 1
Yes, I have two Linksys extenders and one of them, the power supply is dead. And I'm just trying, I ordered one on Amazon that I thought was going to be that was going to fit and it, it didn't. So,
09:00
Speaker 2
Thank you for calling Linksys. This is Abby. How can I help you?
09:00
Speaker 1
you, if I can order it from you and get the exact specifications, so I can be sure I'm getting the right thing. Okay. Well, I, I, you can check, I doubt that, I've had it for, I've had it for quite a while, so I guess I just want to know the exact power cord that I need, so I can... Let's see, model number: WHW01.
10:00
Speaker 2
Okay, uh, yeah, just to set your expectation, ma'am, uh, we do not actually, uh, sell, um, power adapters, okay? If ever there, yeah, if ever there's a need for us to, like, um, replace the device, it's gonna be the whole thing, okay, the whole package. And, um, if the device is in, in warranty, yes, we can do that, but if it's already out of warranty, um, we can no longer replace it. So, yeah. Did you check the - yes. What is the, uh, what's the model number by the way? So we can check the exact, um, voltage the output. [silence]
10:00
Speaker 1
Okay. I I have, well, on the bottom it says 12 volts, one amp. Um I I ordered something that I thought was that. I don't know if they sent the wrong thing, but the plug doesn't actually fit. And it's not a try. I only have two prongs.
11:00
Speaker 2
0, 0, 1. Okay. All right, ma'ams. For three mesh, if you have the three nodes, actually, it requires 12 volts, three amps. Okay. [silence] 0, 0, 1.
11:00
Speaker 1
router that came with my, you know, internet provider, and then they installed these two, I have two little towers, two extenders, not three. What, what I did, they're, they're identical, so what I did, okay, can you, so what I did to check what the issue, what the issue was, is since this one wasn't working, I unplugged it and then I plugged it into the one that was right next to the router and it came on and lit up. So, so it's definitely the power supply. Um, so one of them is working and one is not. So I just wanna be sure to get the right one because obviously the one I ordered doesn't fit. So, and on the bottom, it says 12 volt 1A input.
12:00
Speaker 2
Okay. So, you have what about the other one? The other one is working, right? It's just, uh, it has the same power voltage. Did you check the power adapter? Yes. Yeah, go ahead. Sorry. Yes. Yes. Yes, okay. So, the one that you ordered, Okay. Well, the one that you you purchased...]
12:00
Speaker 1
I thought that's what I ordered. And it no, it says, well, it says input., totally different 100 dash 240 volt 5060 Hz. I mean, it's totally different, but that's not what I put in. So, I don't know if they sent me the wrong one or what. Well, yeah, I can, I can return it. I've already returned it. I mean, I've set up the return. So I just want to find out from somebody that really knows what do I order because I thought I ordered the right one and it didn't work. So, I don't have to get it from Amazon, I can get it somewhere else. Should I call my Internet service provider that gave it to me that brought it in the first place? Would they be able to help? [silence]
13:00
Speaker 2
Is it from Amazon. Is it 12 volts A? Okay. Yeah, what I would suggest you to do, ma'am, is to contact Amazon. Let them know that they've given you the wrong power. Yes. Yeah. Um. Well,
13:00
Speaker 1
Because when I put in – when I Google 12-volt 1A, just all this stuff comes up and it looks like it's going to work and it – there's so many numbers. It's – I don't know why they make it so difficult. No, I know it doesn't fit, obviously. But I put in 12-volt 1A and that's what they sent me. So I just – is there – should I look for a specific Linksys brand? Well, let me say you don't – you don't sell them. So is there a specific brand I should look for or what other numbers can I put in besides 12-volt 1A? I've put in that whole thing into AI and they gave me something and it still doesn't look like it fits. So. Or is there an actual store? Like if I just go to Best Buy or something, would they have it?
14:00
Speaker 2
yes, you can, that would be another option, if, if you got it from your internet service provider, then you may try, um, yeah, you may try contacting them, but I believe they're, yeah, yeah, yeah, the, the one that you purchased from Amazon, ma'am, that's the incorrect one, that's, that is the reason why it's not working, it's not far-wary, not, okay, that's, yeah, yes, so, yeah, um, you can
14:00
Speaker 1
so i can actually have it with me Yeah. Yeah. Okay, but if I wanted to continue looking online is the 12-volt 1A really the only thing I need or do the little prongs come in different sizes and I have to know exactly what that because that's also not fitting. It just doesn't even fit, so No, I already threw it away, but I already threw it away, but I can bring the power thing itself and they would Yeah. Yeah. Okay. Alright, thank you.
15:00
Speaker 2
Yes, you can check you can check with your your your local store, ma'am. Just bring that power adapter, okay? The the one which is not working and let them know that you need this this particular power adapter so they can provide you the same thing. They can give you the same thing. The same power output or the same voltage. Yeah. So that's why, yeah, it would be better that you bring that the power adapter that's not working so they can give you the same one. Oh, yeah. The the power that's yeah. The other power adapter.
15:00