V2 Rubric Detail — c5f5cad8-5f7b-11f1-9…

welcome to link, sis, support, to assure quality service, your call may be monitored, please remain on the line for assistance.

Thank you for calling Linux's customer assurance team. My name is Eric. How may I help you today?

Okay, uh, may have your ticket ID so that I can get the overview of your case. Thank you. So I Chucky, uh, let me instead have your phone number for me to pull up your record. Correct me if I'm wrong. That's 828 569 2231. Thank you. And just in case we get disconnected, is this the same number I can use to call you back? Thank you. So that's what you mentioned, uh, you wanted to speak with the supervisor, uh, Clark or Bless. Am I correct? Thank you. Wait for a few seconds, pulling up your record. By the way, can you hear me okay on the line? [silence] wine port not working, am I correct? Okay, thank you for confirming. So let me now put you on hold for me to look for the supervisor that you're asking either Blett or [unintelligible], thank you. So I'll be putting you on hold for about two to three minutes if not five. I'll get back to you, Santo. Okay? Thank you. My name again is Rick. I'll put you on hold now. Please stay on the line. Hello, Santo. Thank you so much for patiently waiting. I was not able to look for a supervisor name of Park, and I'm Bless, but I can instead arrange another supervisor. Would that be okay with you?

Because I know that they already knew your concern. Uh, of course, yes. Uh, I know that, uh, you're requesting for them. So, since I was not able to get hold any of them, I apologize for that. I can look instead for another supervisor because I know those supervisors that you're able to talk spoke with, uh, understood your concern, okay? So, um, if I may double-check your case. Would it be okay with you before I'll look for a supervisor? Because based on the last record, uh, last June 1, uh, it is about, uh, this MX 6200 that was replaced, but you don't like it because it is not a brand new device. Am I correct? And, with this record? Oh, okay. So, you had like a defective MX 6200 that was replaced, but not a brand new device, as what you said earlier. Yes. Even on the record, they said, "Okay, plastic is scratching." I approved this kind. But, yeah, it's not brand new of MX 6200 with logo Reroo Kingshield. Can you please do your best that you can replace it with a brand new MX 6200? As much as possible, because that's my sister's request, okay? Okay. So that's why it's very important to,, uh, uh,, replace it with a brand new one. Yes, okay. So, uh, I will.. I, I will now look for a someone,, then I will call you back. I., okay? [silence] thank you. thank you. Okay. thank you. Okay. Bye.

I see, I see I see okay so thank you for the confirmation okay, because I just uh based it on the latest uh case that you have okay so uh with, with this in mind, I understand your concern okay so but uh here since you're routed to level two department now actually the the technical support that will perform like uh beyond the regular troubleshooting of level one so I'm just like asking you right now. I see. So uh with your replacement device uh I'm just asking if uh would you like me to perform troubleshooting with that device. I know that you don't like that the the replacement because it's not brand new but if it's okay with you uh would you like me to troubleshoot it for you so that we can check if it's working? Ah okay. Okay then I thank you for the confirmation, okay? Because I am just like asking. So, uh, Santo, I appreciate your responses. Uh, then I understand your, your concern that since you bought it brand new, so you're expecting a replacement that's also brand new. Okay? So, that's the reason why you're talking to a supervisor. So, as what I mentioned to you earlier, Santo, since I was not able to get hold with either supervisor Clark or Bless, um, I will instead look for another supervisor, okay? So, thank you for your understanding. So, I'll put you on hold another main time frame for me to look for another supervisor, okay? Thank you for confirming that this is your concern, okay? Okay, so, uh, by the way, uh, I may go beyond the five minutes, since I'm, I'm going to look for another supervisor. So, would be

Hello, Santo. Thank you so much for patiently waiting. And I apologize for the very long hold, because I really tried to look for Supervisor, but I was able to speak with one supervisor, but still engaged with a call. I was informed that regarding this ticket, since it's no longer for troubleshooting and it's regarding the replacement for a brand new device, it's actually a an issue if there's an actual replacement, like brand new, but if there's no brand new device, then a prorated refund will be offered instead. But since the supervisor that I asked is not really on this, like taking this ticket and this department. So, I will instead uh escalate this to our higher management. So, I'll be the one then to do the follow-up for you to get an answer since there's no supervisor that I can get hold uh that knows about this ticket. But I do understand your concern. Now, thank you for letting me understand. Okay? So, this is our plan, Sanzo. I will escalate this to our

So, higher management, so it's not just the supervisor, it's a higher management, because this is, I understand your concern, but in order for you to have, uh, resolution, I understand that because you purchased this brand new, pay this brand new, so you're expecting that you should be getting a replacement brand new before you proceed with the troubleshooting, because it's as if that it's as if it's unfair with you, that the cost that you paid for a brand new, then you just got a not brand new device, okay? So I understand that. Okay. So you mean to say, uh, Santa that even when you received the non,

a brand new replacement device, youth are still manage to perform troubleshooting but it's still not working even with a replacement device am I correct to with that understanding? or uh oh okay original the original I see thank you for the clarification yeah I understand that's the reason why you were able to prove out that it's really defective on the unit port okay thank you for the clarification so our next move okay, you're welcome so our next move stands so is since I was not able to get hold of for with any supervisor so except on the one that's still engaged so I will be instead up-scaling to our higher management so the response time for that one usually is within 24 to 48 business hours but I'll look into your case and I'll.

be either contacting you by email or contacting you by a phone. And if by a phone, that of all of Santo, what would be your convenience time that I can contact you, just in case? Well, 5 a.m. Are you in Eastern Central Pacific? Eastern time. Okay. So time right now is 3:16 p.m. Am I correct? Okay. So I'll do follow-up with you within business hour within like 8 to 5 p.m. Eastern time then. Okay, just in case that I'll receive your feedback. So, Santo, I really do understand your case. And I appreciate your extra patience. And of course your cooperation with me that you let me understand your case. I appreciate that.