V2 Rubric Detail — c67f3772-6355-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-08 16:19
Duration
52m 34s
Contact
Leslie Scanlan
Issue Type
Internet/WAN Setup
V2 Outcome
Appropriate Escalation
V2 Band
Developing

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00125222
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution4.06/5
Technical3.12/5
Communication2.50/5
Ownership5.00/5
Escalation4.00/5
Customer Exp4.29/5
Overall76.0% (+48.0)

V2 Grader Summary

The agent conducted thorough troubleshooting and escalated appropriately after exhausting L1 steps. However, a critical technical inaccuracy occurred when blaming the ISP connection despite customer confirmation that the modem works — contradicting KB guidance to escalate in such cases. This undermines T3, rated Not Met. Escalation execution was mostly sound but lacked full detail handoff, warranting Partially Met for E2. Overall, the case was handled with ownership and empathy, leading to an Appropriate Escalation outcome.

V1 Case Analysis

Customer reports new Linksys router shows solid red LED and no internet; modem works when connected directly. Agent performed incorrect reset procedures (20-second reset, 5-press method), failed to validate WAN status, and provided confusing Ethernet instructions. Escalated to Level 2 with callback scheduled. Separate Hydra 6 (MR20EC) inquiry incorrectly handled as out-of-warranty; paid support offered without proper lookup.

Troubleshooting Steps
  • Verified Ethernet connections and presence of a switch.
  • Instructed a 20-second reset of the router ([08:00]).
  • Attempted a 5-press pairing/reset method ([13:00]).
  • Guided customer through ping test to 192.168.1.1 ([17:00]).
  • Instructed customer to connect PC directly to modem to verify internet ([25:00]).
Key Observations
  • Agent never confirmed the router model, leading to use of invalid reset methods (20-second reset and 5-press without compatibility check).
  • Provided materially incorrect technical guidance: 20-second reset is not a standard Linksys procedure; 5-press method is not universally applicable and was used without model verification.
  • Failed to validate WAN/modem status before resetting the router, a critical early troubleshooting step.
  • Gave contradictory and confusing Ethernet cabling instructions, causing customer to question basic connections ([25:00]–[28:00]).
  • Misidentified the customer's Hydra 6 device as MR20EC and incorrectly declared it out of warranty without performing a lookup ([46:00]–[51:00]).
  • Pushed paid support for the Hydra 6 without offering any self-help path or KB article after customer indicated refusal context.
  • Excessive hold time ([36:00]–[40:00]) without explanation or progress.
  • No clear summary or case number provided at call end; callback timeframe vague.
Positive Highlights
  • Agent acknowledged customer frustration and apologized for the experience ([05:00], [52:00]).
  • Escalated the case to Level 2 when troubleshooting stalled, providing a concrete next step ([40:00]).
  • Attempted to gather information about purchase source and receipt, showing intent to verify warranty ([13:00]).
Agent Errors / Gaps
  • Did not collect or confirm the product model number at any point during the call, despite troubleshooting model-specific procedures.
  • Instructed a 20-second reset ([08:00]), which is not a documented reset method for any Linksys router; standard resets are 10 seconds for factory reset.
  • Applied 5-press pairing/reset method ([13:00]) without confirming device model or compatibility; this method is not valid for all MR series devices and is not a reset procedure.
  • Failed to verify WAN link status or modem output before performing resets, violating basic troubleshooting protocol.
  • Provided contradictory and confusing Ethernet connection instructions ([25:00]–[28:00]), telling the customer to move cables without clarity on source or destination.
  • Misidentified the customer's Hydra 6 device model and incorrectly stated warranty was expired without performing a lookup ([46:00]–[51:00]).
  • Offered paid support for the Hydra 6 without first offering any self-help path or KB article after customer indicated refusal context.
  • Placed customer on hold for 4 minutes ([36:00]–[40:00]) without explanation or update, contributing to inefficiency.
  • Failed to provide a clear recap or case number at the end of the call, leaving customer uncertain about follow-up.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent escalates to Level 2 but does not confirm resolution or RMA; issue remains unresolved and customer expresses ongoing frustration about lack of Wi-Fi.
R2 Met Diagnostic thoroughness conf 90%
Agent performs multiple troubleshooting steps: power cycle, factory reset (20 sec), 5-press method, direct modem test, ping tests, IP verification — all relevant to the red-light issue.
R3 Met Correct resolution path conf 90%
Agent correctly identifies MX6200 is under warranty (3 years), escalates appropriately; addresses out-of-warranty MR8300 with paid support option rather than dismissing.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identifies solid red LED as symptom, asks about physical connections, verifies modem function, and systematically rules out configuration issues.
T2 Met Appropriate tools / resources used conf 85%
Agent uses reset button, 5-press method (valid for MX6200), command prompt ping, and IP checks — all appropriate tools for diagnosing connectivity failure.
T3 Not Met No misinformation conf 95%
Agent incorrectly states 'the Linksys device does not have an issue... your internet connection... is having a disconnection' despite customer confirming ISP is online — contradicts KB which states to escalate when speed is good at modem but not after router.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent frames call and sets expectations, but long silences, repeated holds, and disorganized transitions (e.g., sudden shift to ping test) disrupt flow.
C2 Partially Met Confirmed understanding conf 80%
Agent uses plain language at times but introduces terms like 'ping' and 'IPv4' without explanation, and customer repeatedly asks for clarification.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owns the case, reviews prior notes, performs troubleshooting, and escalates without transferring unnecessarily.
O2 Met Proactive follow-through conf 90%
Agent clearly states Level 2 will call back in 2–3 hours and provides temporary workaround (connect switch directly to modem).
O3 Met Closure confirmation conf 85%
Agent references previous support actions ('I double checked what the previous technical support have here') and avoids re-asking known steps.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Escalation follows full L1 troubleshooting (reset, pairing attempt, direct test, ping) and is justified by persistent hardware-like failure (red light).
E2 Partially Met Escalation prep & handoff conf 80%
Agent informs customer of escalation and timeline, but fails to specify what info was sent to L2 or confirm receipt — lacks completeness in handoff.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent apologizes multiple times, acknowledges customer’s frustration ('I do apologize you’ve been experiencing this'), and remains patient.
X2 Met Tone & rapport conf 85%
Agent adapts to customer’s emotional state, offers empathy, and provides a temporary solution to reduce impact.
X3 Partially Met Overall experience conf 80%
Customer repeats IP address and connection steps multiple times due to unclear instructions (e.g., confusion over cable routing).
Call Transcript73 turns · 82 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 products, paid support may be available. 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.
00:00
Speaker 1
the geese and potentially delaying the goose? Because Yes, I was on the phone with someone for over an hour trying to figure out what's wrong with my new Lin's that I got, and we are unable to figure it out. I've called my cable provider. the modem is working perfectly fine, but for some reason, the Lin's has the red light will not go back to white. And I just bought this last week. [silence]
02:00
Speaker 2
Hi, thanks for calling. Linksys Technical Support. This is Rio. How can I assist you for today? [silence]
04:00
Speaker 1
Yes. Okay. [silence]
05:00
Speaker 2
I do apologize you've been experiencing this for multiple times. Let me just double check something in your case records here okay. Just to double check am I speaking with Mr. Leslie Brown? All right. So give me just three minutes so let me just take a look on the case that the previous technical support have provided to you, okay? I'm X. Okay. Okay. Okay. So if I may ask by the way uh since you've mentioned you've spoke already with your internet service provider what have you done so far.
05:00
Speaker 1
Um, they had me rebooted. I unconnected it. I put it back in. I've unconnected the Linksys, put it back in. I've reset it. I've taken the cable out of the the Linksys. I put it directly into the the the modem. Everything works perfectly fine. But when I put the Linksys into the the modem, I don't get any internet. Yes.
06:00
Speaker 2
Okay. Now since you've rebooted the uh the modem and then the Linksys device as well and did they uh reset your connection somehow or not? [silence] Okay, alright, the reset also. Now let's try to uh connect your Linksys device, okay? Um for the Linksys device just want to double check first before we proceed, okay? Checking in the physical connection. Uh at the back of the Linksys how many uh internet cable connected?
06:00
Speaker 1
there's just two. There's the internet. And then I have a switcher because I had more devices that I wanted to link. So that there's only two. There's one for internet and then there's one where you could put a um Ethernet switcher in. Okay. Okay, just to yes. Okay, so it's red right now. Yes. Yes.
07:00
Speaker 2
we connect the switch sir can you try first to unplug the switch we're going to connect the switch once the link just device turn solid white is that okay okay all right. Lin is again for from the link of device one ethernet cable connected in the internet port correct? All right perfect and this one internet cable sir is connected to your modem directly in the internet port correct Okay perfect thank you [silence]
07:00
Speaker 1
the reset button? [silence] Okay.
08:00
Speaker 2
Now from the link sys divider since the device shows red light I know you have done this already from the previous technical support but we're gonna reset again the the links. Try to hold the reset button for 20 seconds please. Yeah. In the reset button of the links sys only. Hold and press the reset button for 20 seconds. [silence]
08:00
Speaker 1
it's blinking blue right now. [silence]
09:00
Speaker 2
Okay, let's give at least two minutes or three minutes for the device to turn solid light. It should turn solid blue after we reset it. [silence] Gotcha. [silence] hold on sir um and okay now from the uh link device sir can you try sorry i swear let me just try to check something uh sir uh
09:00
Speaker 1
Yes, but then I called back, after I got off the phone with him, I called Spectrum back and they weren't experiencing any loss at all.
12:00
Speaker 2
I've double checked, by the way, what you have done so far from the previous technical support. So as mentioned here, by the way, when he tried to run some ping test here, it will generate you a general failure. Is that correct? Okay. Okay. All right. So what I'm trying to do or what we're trying to do right now, sir, is we're just trying to set up the device. Now, if my chance for that, the device will still have the same results, what you have done so far with the previous text. I might afraid that I will try to check if there are other options for this because there might be that we can do something.
12:00
Speaker 1
Okay. Amazon. Yes. Okay. Okay. And it's white right now? Or it's blinking white?
13:00
Speaker 2
Okay, may I know first, where did you purchase this device? Amazon. Do you still have a copy of the receipt for this device? Okay, perfect. Good. Great. Now, uh from the child, ah from, sorry. From the node itself, sir. Can you try to press the reset button five times? One press for one second. Not too fast. Okay. Give it just a couple of minutes. All right. Uh waiting time maximum waiting times there is seven minutes. So usually around four to five minutes. it will turn white. Let's give it some time. Okay?
13:00
Speaker 1
[silence]
15:00
Speaker 2
[ silence ] hold on, go, go, just give it some time.
15:00
Speaker 1
is still red. Yes. What do you need me to I'm on the CMD page, the the command prompt page.
17:00
Speaker 2
how's it going right now? sir. what's the light indicator showing? solid red. okay. can you run some pink chest against sir? Uh-huh. the uh-you can put there uh.
17:00
Speaker 1
the type painting. When I typed Ping, there was just, it says ping the specified host until stopped. to see statistics continue type control break to stop type control c. and some other stuff.
18:00
Speaker 2
Team. Uh-huh. Hold on. How was it? Okay.
18:00
Speaker 1
hello [silence] and I do what? [silence] Yes, it's the 192.168.1.1. Is that the one that you need? So how do I, [silence] it's a desktop. It's a desktop. [silence]
19:00
Speaker 2
Can you try to, put, your ping, sir? [silence] Do you happen to have your ping? [silence] I'm sorry, your IP address? [silence] Uh, no, sir. [silence] That's actually the default, uh default IP address of the router. [silence] However, your own… [silence] Okay, hold on. [silence] What is the, uh, laptop or computer you have, sir? [silence] Are you using a MacBook or, uh, a Windows?
19:00
Speaker 1
Okay, I'm there. Uh, just a second. Okay, I'm on the, there's a page that says network and sharing center, view network status and tasks, connect to a network, view network computers and devices.
20:00
Speaker 2
Can you try to go to your, uh, settings, sir? All right. And then, do you see there an option network and internet? Okay. And do you see a Wi-Fi after clicking network and internet? Do you see Wi-Fi or internet? Or do you see an option there IPV4 address?
20:00
Speaker 1
Does it say options, connect to the internet, manage browser add-on, delete browsing history and cookies, No, what? Let's hold on a second. I'm going to the control panel again. So I'm clicking on network and sharing center, And then where do I go from there?
21:00
Speaker 2
is there an option and network and internet or no [silence] there's no properties or somehow [silence] there's no properties or settings there [silence] can you try to [silence] you can try to go back to command prompt so [silence] there will be an option there internet or Wi-Fi [silence] or IP address [silence]
21:00
Speaker 1
there says Access type: No internet access Connections: ethernet Okay, and it says IP4 connectivity: No internet access IP4 6 connectivity: No network access And then at the bottom it says details or properties [silence] properties Diagnosis: Disabled [silence] there It says no internet access
22:00
Speaker 2
okay uh connections ethernet then can you try to click that i'm sorry what what does it shows there in the do you see their IPv 4 address oh you don't have an internet hold on
22:00
Speaker 1
The IP4 address is 192.168.1.33thank you
23:00
Speaker 2
Got it, sir. All right. So sir, how how about this instead of... Hold on give me just a second. Okay, sir. Let's let's try to connect directly. Um, instead of connecting the ethernet cable.
23:00
Speaker 1
Go until the back of the modem. Say that one more time, please. But not until the modem.
25:00
Speaker 2
No, from the Linksys, remove the Ethernet cable connected to it and then connect it to your computer. The Ethernet cable connected to the Linksys device, remove it and then put it directly to your computer. Do not remove the ethernet cable to your modem, it's already [silence]
25:00
Speaker 1
connect what to the computer? Yes. There's one. Yeah, I took that out. Connect what to the computer? The modem? The internet the ethernet cable, what am I connecting it to? I have an ethernet cable in my computer, [silence]
26:00
Speaker 2
Ready, okay, you don't need to make any changes with your modem, just the syncsys device. Remove it from the syncsys device and connect it directly to your computer. Right? There is an ethernet cable, sir, at the back of your modem, right? Okay, how many are there? Okay, and that is connected to your syncsys, correct? Okay, then after you took it out, you can connect it to your computer. The ethernet cable, sir. No, sir. Can you connect it to your computer or your laptop?
26:00
Speaker 1
Ethernet is here right now.
27:00
Speaker 2
[silence] from your we're using computer to run thing right? Okay. Where is this ethernet cable connected at the back of your computer connected. Uh huh. Where is that connected to? Which since the switch it's turned off can you try to remove that ethernet cable and connect it instead to the other ethernet. So it will have internet. Yes and that's connected to your switch.
27:00
Speaker 1
Right. I took it out of the switch. Where do I plug it? Do I plug it into my modem or to the windows? Okay. And then what do I do? No, I don't have anything in the modem right now. Into, okay. It's connected into the back of the computer. Where do I put the other end? Okay, that's what I was asking. [silence] So that's why [silence]
28:00
Speaker 2
That's connected to your switch. Remove the ethernet cable at the back of your computer. Can you try to remove that? You have an ethernet cable connected to your modem, and that's from the link sys, correct? OK. Try to connect, sir. Let's start over, OK? From the computer, connect the ethernet cable. That should be in the modem. Do not use the switch.
28:00
Speaker 1
Okay, so now the computer is connected directly into the modem. Okay, just a second. And then, where do I go?
29:00
Speaker 2
Okay. Now can you try to go to your settings? And let's check the IPv4. So go to settings and then the network and internet.
29:00
Speaker 1
Where do I find that? Do I click on what? Okay. And then it just says Wi-Fi, Show available networks, Manage known networks, hardware properties, random hardware addresses. Okay, the IP4 address is 192.168.1.130.
30:00
Speaker 2
After setting sir. Wi-Fi. Yeah, and you try to click properties. okay it's still the same sir uh... the one that you have had with the previous technical support still the same IP address [silence] hello sir I'm still with you uh... I just checked what the previous technical support have here you have the same one sixty eight point one dot one three zero.
30:00
Speaker 1
It's open. [silence] It just says Microsoft windows, version 10.0.262000.
32:00
Speaker 2
Can you try to open a command prompt. Okay. And try to run some. Hold on. Okay. Can you try to type there Sir TMD and press enter?
32:00
Speaker 1
Zero point eight, five, two, four, Microsoft Corporation, all rights reserved. Yes. Which is, do I, do I type the word pink? Do I type the word ping? And then a space. Okay. 168 point. Ooh. Yeah. Can you give me the the address again? 168.192
33:00
Speaker 2
Is that all that it provides? Okay. about this. Oh work this one. Okay, can you try after that can you try to type ping and then put the IP address 168 that's 168 yeah T-I-N-G yes it's phase and then dot 1 dot 130. Uh, that's uh... no, sorry.
33:00
Speaker 1
it says package sent for received for loss 0%. [silence] [silence] [silence] [silence]
34:00
Speaker 2
168. 192.168.1.1.30? lost 0%. OK. Can you try to go back through to your settings of your computer to check the IP address again? So it shows there, sir, in the and the command prompt. It's modem packet for loss 0%. Is on correct?
34:00
Speaker 1
Yes. Yeah, I'm there. Yes. The IP address is there's 192.1. there's another one that says F D five one colon C D 71 or the other one is the one I or that, I'm sorry, that's IP 6 IP 4 is 192.168.1.130.
35:00
Speaker 2
Can we try to go back to your uh settings network and internet then Wi-Fi and then property. Okay. Uh, do you see there your IP or TCP IP. And many glitches it's go also there IPV4 or TCP IP. Okay, Siri. Can you give me at least three to five minutes? I'm just going to put the call on hold. I'm just going to check something. Thank you. Hello, sir. Oh, here by the way, thank you so much for patiently waiting in line. Um, sir, I was able to run through all of the troubleshooting you have done so far from the previous tech. However, um, we have already run through all of this troubleshooting, sir, and unfortunately, the device that you have there will is not able to connect directly to your uh, internet because there is really something wrong with uh, the connection that you have. However, here's what I can do for you, sir. Um, I can escalate the case to Level Two tech so that they can check or double check if there's other options that they can uh, do so that you can set up your Mx 6,200.
35:00
Speaker 1
Well, I'm okay with it, but I can't do anything, uh, at home without my Wi-Fi. [silence] But if I connect the switch to my modem, I'm gonna have to change all of my, the user name and passwords to every device that I have.
41:00
Speaker 2
Later on, sir, after at least 2 to 3 hours, they will process a call back for you. Are you okay with that? Uh, I do apologize. However, uh, sir, if by chance that, um, since your Linksys device is still down, you can try to connect instead your switch directly to your modem, so you might have an internet temporarily. So we can connect later on your Linksys. That's what I can recommend. What do you mean by username and password? Are you referring to Wi-Fi? If you're connected to switch here, you can only be connected wired, but Wi-Fi, you don't have Wi-Fi for that. So, temporarily though, if you really need uh, if you really need to have a network, if you needed to use your computer, um you can uh connect directly your sisters, your modem. But if you want to have Wi-Fi, unfortunately, we need to wait for the level two tech to call you back if they're gonna run some troubleshooting with you. That's what I can provide to you because even if I run multiple of troubleshooter here with your Linx device. If by chance that there is a disconnection from your modem, the Linx device will really not gonna have an
41:00
Speaker 1
So how long is this going to take? because what do I do? I say no more than 45 minutes and that's like signing off and on and checking everything. Um so two to three hours? So. And so, if if they're unable to figure this out and there's something wrong with this device, how am I able to get a new one? Do I just need to contact Amazon to get a new one or can I get one directly sent from you guys? So that's something that you can't tell me, because I don't,
43:00
Speaker 2
The an escalation, uh, it will the previous, I'm sorry, the level two tech will process a call back to you after 2 to 3 hours. Because we don't have an available. Yes, sure. Because we don't have a level two tech uh avail available right now cuz they're still engaged with a call. But I take their note that you already hold us multiple times so that they can prioritize you. Uh level 2 tech will provide you information about the device that you have. That's not a problem. You can open that to them.
43:00
Speaker 1
What if they don't contact me back within the two hours? How can I communicate with someone to not be spending... I was engaged with somebody, like, a previous collaborator for almost an hour just trying to answer this question for me.
44:00
Speaker 2
Um, unfortunately, sir, only the Level two tech will be able to provide you the information if the device really is uh broken or deemed defective or they can provide you uh a replacement for that. They're the one who can decide for that because they can do advanced troubleshooting for that. Sorry? Um, sir, I know that you're really having an issue with it because you wanted to have an upgrade. Um, I assure you, sir, that they will process a callback with you. So, even if you're not able to answer the call, they will send you an email so that you will ask when is the best time to Possibly you're on to troubleshooting. We can assure you of that [silence] Oh, no, sir. We don't have their number. [silence] But you can always call us back if you're really, you know, you don't want to speak to them if you did not receive a call back from them because we are going to directly provide an information to them that you always call us back and did not receive any any any call back. That's not a problem, sir. We provide you also the case ticket that has been created for you. so that, they're just gonna pull up and you don't need to provide another information from us. We're just gonna [silence] thank you very much, Sir, thank you. Any help. [silence] Make it. [silence]
44:00
Speaker 1
And my last question is, I have a router that I bought last year, but I never used it. It's a Linksys Hydra 6. Can you tell me if I would be able to set that one up and if so, is it covered or will it get updates or.
46:00
Speaker 2
review everything what you have done so far. Okay. Now, for those devices, or are you referring to MR8300? Is that correct? Is that the model number? For that kind of device sir, you do have a different warranty period for that. Even if you did not use the device, as long as the warranty period exceed, we can no longer provide technical assistance for free for that. So, that device provides only one year warranty. However, for the MX6200 device that you have.
46:00
Speaker 1
Can I give you the serial number where you can see if it's under warranty? Because right now, my alarm system, my alarm system is not working. I can't get on anything because it's all Wi-Fi access. I understand what you're saying, but I have contacted Spectrum, and they said that nothing is wrong on their end. It is this device.
47:00
Speaker 2
This provides three years warranty period. [silence] uh-huh. Okay, alright. So again, sir, just to inform you, the Linksys device does not have an issue. It's just that your internet connection, sir, directly from your modem is having a disconnection. So even if we run multiple, sorry, go ahead. Okay. Go ahead, sir, provide me the serial number.
47:00
Speaker 1
It's 5 0 U U 1 D M 1 7 C 0 6 4 8 7. [silence] Yes. [silence] It doesn't
48:00
Speaker 2
I'm sorry, sir. I'm going to repeat back the serial number you've provided to me. It's 5OU1DM17C064877, correct? But where do I find it on this website? What's the model number for this device?
48:00
Speaker 1
just on the box. It says linksys Hydra 6. Wi-Fi, dual band Wi-Fi 6, dual band mesh router up to 2,000 sq ft, 25+ devices. Um AXU 3,000. Yes. Yes, I do. Hold on. Let me see when I bought it. Hold on, please. [silence]
49:00
Speaker 2
Oh, that's an. mr. MR. MR. MR. MR. MR. MR. MR. MR. MR.. Linksys Hydra 6. Is that correct? MR. MR. MR. MR. 12 32. oh. Do you happen to have a receipt for this device? Can you can you provide to me? Can you check for me when did you purchase this device? Alright.
49:00
Speaker 1
March 5th of last year.
50:00
Speaker 2
March 3? Yeah, let me double check.
50:00
Speaker 1
Okay, yeah, I'm just going to have to wait. Can you go ahead and do the process for the one that I need help with?
51:00
Speaker 2
all right. So, sir, unfortunately, the device, the other device that you have there, MR20EC uh uh does not provide anymore uh warranty. So, basically, we cannot provide you technical assistance for this device. Unless you process a payment for $[REDACTED_PAYMENT_DIGITS] for that, good for one hour troubleshooting. Okay. Got it, sir. Uh again, your the best callback number that you have here, so that they can reach you out is [REDACTED_PAYMENT_DIGITS]
51:00
Speaker 1
Yes. And you said in about two hours? OK.
52:00
Speaker 2
001 954. Is that correct? Okay. All right. Do not be worried, sir. A call back will be processed for you for level two text. Okay? I have already completed my documentation. Two to three hours, sir. All right. Thank you so much, sir. Apologize for, uh, you know, having this kind of issue. Have a nice day, sir. Okay.
52:00