V2 Rubric Detail — cbb79fa2-79a5-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 01:47
Duration
67m 37s
Contact
Jeff Adise
Issue Type
Hardware Fault
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#PR00136115
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LED keeps blinking blue
⚠ 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

Resolution3.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp2.86/5
Overall45.7% (-10.3)

V2 Grader Summary

The agent correctly identified a hardware fault and out-of-warranty status, justifying escalation to L2 for possible replacement. However, technical accuracy was compromised by an unsupported recovery procedure and failure to use available tools like the admin dashboard. While ownership and communication were adequate, the lack of meaningful troubleshooting and excessive customer effort prevented resolution during the call.

V1 Case Analysis

MX4200 node stuck blinking blue, no setup completion. Performed power-cycle recovery, attempted Ethernet IP check on Mac (USB Ethernet adapter used). Escalated to L2 for hardware fault review, warranty validation, and replacement eligibility. Customer email: orchardhillBNB@gmail.com, phone: 19142642627458. Ticket: Te0.0017190.

Troubleshooting Steps
  • Performed 5-step power-cycle recovery (unplug/plug multiple times with timing).
  • Attempted to connect a computer via Ethernet to the node and check for an IP address.
  • Guided the customer through macOS Network preferences to locate the Ethernet interface (USB adapter).
  • Confirmed the node was not broadcasting expected Wi-Fi network (Velop Setup).
Key Observations
  • Agent correctly followed a documented power-cycle recovery procedure for blinking blue LED.
  • Agent incorrectly stated the MX4200 warranty expired in 2026, when a 2023 purchase with 3-year warranty would still be valid.
  • Mac Ethernet troubleshooting was initially flawed; agent failed to recognize USB Ethernet adapter usage and gave incorrect guidance on interface visibility.
  • Agent did not collect the device serial number, a critical omission for warranty and RMA processing.
  • Escalation to L2 was justified and handled professionally, with clear next steps and customer expectations set.
Positive Highlights
  • Followed documented power-cycle recovery procedure for blinking blue LED (per KB guidance).
  • Escalated to L2 supervisor when troubleshooting stalled, providing a clear path forward.
  • Collected customer contact information (email, phone) and provided a ticket number.
  • Demonstrated empathy and apologized for hold times and inconvenience.
  • Confirmed with L2 that hardware fault was the likely cause, aligning with KB guidance.
Agent Errors / Gaps
  • Incorrectly stated warranty had expired (claimed April 29th, 2026, during a call likely in 2024).
  • Failed to collect device serial number.
  • Provided inaccurate guidance on macOS Ethernet interface detection, not accounting for USB adapters.
  • Did not confirm the model number early despite customer mentioning MX4200.
  • Repeated power-cycle steps without confirming LED status after each cycle.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent escalated to L2 without resolving the issue or confirming a replacement path during the call.
R2 Not Met Diagnostic thoroughness conf 90%
The recovery procedure (4–5 power cycles) is not documented in any KB; agent skipped basic steps like checking for physical damage or using the 5-press method on MX4200, which is supported.
R3 Partially Met Correct resolution path conf 85%
Agent recognized hardware fault and out-of-warranty status but failed to offer best-effort troubleshooting (e.g., factory reset, 5-press log capture) before escalating.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent asked about LED state and Ethernet connection but did not establish a logical sequence; skipped root cause verification via admin dashboard or logs.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use the admin dashboard (http://192.168.1.1) to check node status despite customer having internet on parent; missed opportunity to verify connectivity or firmware.
T3 Not Met No misinformation conf 100%
Agent instructed an unverified recovery procedure (multiple power cycles) not found in any KB; correct fix for unresponsive node is factory reset (universal_factory_reset.md) or 5-press escalation (universal_5press_models.md).
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control but had multiple long silences, unexplained holds, and lost direction during Ethernet troubleshooting.
C2 Partially Met Confirmed understanding conf 75%
Agent gave generic instructions for Mac Ethernet check without adapting to macOS interface; caused confusion despite customer being technically proficient.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case, did not transfer prematurely, initiated escalation, and followed through on supervisor consultation.
O2 Met Proactive follow-through conf 90%
Agent set clear next steps: 24–48 hour timeline for validation and provided ticket number and contact info.
O3 Met Closure confirmation conf 90%
Agent referenced prior calls, customer’s history of the issue, and previous technician interactions.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Escalation was justified due to confirmed hardware fault and out-of-warranty status requiring exception approval.
E2 Met Escalation prep & handoff conf 85%
Agent created ticket, informed customer of escalation reason, timeline, and provided ticket number and supervisor contact.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent apologized for hold times, acknowledged customer’s frustration and security concerns with sincerity.
X2 Partially Met Tone & rapport conf 80%
Agent remained polite but failed to adjust to customer’s technical level, leading to repeated clarification loops.
X3 Not Met Overall experience conf 90%
Customer was asked to physically fetch cables, toggle Wi-Fi, and manually check IP settings; agent could have guided to http://192.168.1.1 directly.
Call Transcript80 turns · 91 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. Hello. Good evening. This is from Linksys. I'm calling for Jeff. Yes. Hi there, sir. All right. I don't know what happened. We got disconnected. Okay. It has the same specs.
00:00
Speaker 2
speaking. Hi. Yeah, I don't know. But the the power adapter is the same power adapter as I have on my other my other 4200 nodes and I can't see the spec. I can just see the shape and I don't think I think it's a different shape as the the original Linksys that I have. I think that one's a little square box and this one is kind of a rectangular box. But it's uh it's
00:00
Speaker 1
Okay. So even if you try swapping the power adapter, it's still blinking. just for uh yeah because they're just the same but uh just i mean just for isolation. if the uh the power light, I mean the the light still is uh the light there is still blinking after changing the power adapter. Oh, yeah, sure, no problem.
01:00
Speaker 2
it's a new adapter. I haven't tried, I haven't tried swapping a power adapter. Uh I mean, I guess I could try swapping a power adapter, but. All right. All right. Can I ask you to hold a second, please, while I get another power adapter?
01:00
Speaker 1
around two to three minutes that should stay solid
03:00
Speaker 2
The Nupower adapter is in. And this one was just purchased two weeks ago. And how long would you like to wait to see? Okay.
03:00
Speaker 1
Okay. Okay. All right then. So, I think we'll just have to, put 'em,
04:00
Speaker 2
And it's just blinking blue. Hasn't gone to a green or any other color or purple or magenta or anything, it's just blue. [silence]
04:00
Speaker 1
the recovery procedure OK so to do the recovery procedure OK we need to just listen to the instruction first cuz the there are five steps to do the recovery procedure so actually it says 10 here so um you need to unplug the power from the router OK wait two seconds OK and then plug the power back on and then count for five seconds OK do that I think you need to do it four time OK do it four time so unplug the power from the router wait two seconds plug the power back on yeah plug the power back on and then count for five seconds and then [silence]
05:00
Speaker 2
Okay.
05:00
Speaker 1
do do that four times, yeah, do that four times and then for the fifth time, unplug the power from the router again, wait 2 seconds, and then connect the power back. So that will usually take a longer bit longer than normal boot up. So wait about two to four minutes before that will turn solid. So. For the fifth time, unplug the power from the router, wait 2 seconds and then plug it back. [silence]
06:00
Speaker 2
OK? [silence] OK? So I'm doing it four times and then on the fifth one I'm just leaving it plugged in. Correct? All right. OK. All right. Hold on one second. [silence]
06:00
Speaker 1
Okay? Okay, so we'll just wait for two to four minutes.
07:00
Speaker 2
Okay. That's been done. And plug back in.
07:00
Speaker 1
Okay, so right now it's still blinking, right? What is the, the, the name that appears underneath it? Velosop Setup d. f50. Okay. If you check your phone right now and you go to the Wi-Fi settings, are you able to see Velosop Setup d. f50?
08:00
Speaker 2
Yep. Still blinking blue. [silence] Uh, well, the, the wifi name is Velop setup. I think that looks like F50. [silence] I see Velop set up 130. That's my guest network.
09:00
Speaker 1
Okay, so it's also not broadcasting the network. How long have you been using this device, sir? you no longer have the receipt, right? Do you have a computer that has a ethernet port and stable connection?
10:00
Speaker 2
I can, I can Yeah, I can bring one up. I do. In fact last time I was setting this up, that's what I did. I bought I bought that. So I do have a computer that has an Ethernet cable or an Ethernet connector and I can bring up an Ethernet cable. Gonna take me about two minutes to go get all of that, but I can bring that.
12:00
Speaker 1
Yeah, because what we're going to do is we will try to connect this child node to your computer and check if we can access its user interface. Okay. Yes, I do. I will.
13:00
Speaker 2
Okay. All right, so can I... I'm going to leave the phone open for uh... about two minutes, all right? And if we get this connected, you're going to give me a buzz back, correct? Okay. Give me a minute. Give me two minutes. I'll be right back. Okay. Okay. So, I’m thinking about making the five children [silence] Okay.
13:00
Speaker 1
Yes, you may actually connect the, you may connect the computer to one of the Ethernet ports at the back of your MX4200. Yes, the one that's blinking. [silence] You may just use that same cable that you connected from the child node to the parent node. Just use that same cable to connect the. No, it's okay. Uh.
17:00
Speaker 2
I got an ethernet connection. I've got a cable. I can put in on the one that's blank and does it do I have to disconnect the other ethernetThe line, well, but that's coming from that that's the parent node is that what we're trying to connect to [silence]
17:00
Speaker 1
Well, because right now we're unable to, we're unable to see the network and there was, yep, we'll just manually set up. So what we're trying to do right now is to connect the computer to the child node with a cable. Yes. We will check if this computer can get an IP address. out of this child node. uh, yeah, just let me know if it's already connected. Is the computer already connected to one of the ports? Okay. Alright, is your computer running on Windows?
18:00
Speaker 2
Okay, so I, I have, okay, so I have an ethernet cable. Okay, so I have to log in to Linksys, let's see here. Okay, I just need to know, am I going to, am I going to Linksys.com or somewhere else? It is it is yes. No.
18:00
Speaker 1
Yeah, it's a Mac. Do you, do you know how to check a Mac? Yeah, if you go to your network, click on the Apple icon, then go to system preferences. Look the Ethernet. Check for the, check for the Ethernet. Look for the IP address. OK, of the Ethernet. Check if there's any IP address. OK. [silence] OK. [silence]
19:00
Speaker 2
the [ silence ] on yourright. [ silence ] so you're looking for.
19:00
Speaker 1
Do you see Ethernet? Aside from Wi-Fi, because that computer is already plugged in, right? It's plugged into one of the ports. You should be able to see there Ethernet. Not under network. Yeah, we're, we're, yeah, we're actually not connecting, you know, wirelessly right now.
20:00
Speaker 2
I mean I'm I'm in network. Do you want me to go into the Wi-Fi? Where do you want me to go? No. Umph. Well, not if the not if it's um not working. Uh no I don't see anything I'm connected wirelessly to the main uh to the main but I'm not connected um I'm not connected to anything here. This I don't see anything under Wi-Fi where it would would show me a hardwire connection.
20:00
Speaker 1
We're connected with a cable. So what we're trying to, yeah. Yes, can we turn off the Wi-Fi and look if there's Ethernet connection on that computer, if the Ethernet is enabled. [silence]
21:00
Speaker 2
Right. So let me let me let me, shut off. Should I shut off the Wi-Fi? Well I use ethernet all the time. Let's see, network. Let's see. Um. Yeah, I I mean in theory, let's see. Yeah. In theory, if I'm if I connect this ethernet cable and I have Wi-Fi coming through this node, I should just automatically default over to Wi-Fi uh over to the ethernet. I do that all the time in my other place and just pop it just pop it.
21:00
Speaker 1
OK. So under under - network, um, you don't see any option that says ethernet or, uh.
22:00
Speaker 2
in and take it out all the time. It just overrides and it goes right to the Ethernet rather than the wireless. Right now I have the wireless shut off and there's no internet connection. What now? All I have is under network is Wi-Fi, asked to join networks, asked to join hotspot and then advanced. Um, and if I go to advanced, um, I said the other one was Vellub setup, uh, 50. I see ve setup the OB3130 564
22:00
Speaker 1
This is the only computer you have available. You don't have any computer that has an ethernet port, like a windows computer. Yes. Yeah, it's, yeah, it seems that this computer is not detecting the ethernet. So, probably this computer didn't detect the ethernet port. Okay. Yeah.
23:00
Speaker 2
But not this 550. This does have an network I have a connection. God no. Windows? No. Never. But I have to no, no, no. I don't think no, I don't think that's the case because I just literally disconnected this from Ethernet where it just came from and it runs my barn off of the Ethernet no problem. None whatsoever. I just literally disconnected it, brought it up to this plug in the Ethernet in to make sure both sides are plugged in. [silence]
23:00
Speaker 1
okay okay[silence] ok so you see Ethernet there, is an option on their network.
24:00
Speaker 2
I am plugged into any one of the ports that are here. I've got this thing flashing blue. I bet you if I, I'll tell you what I'm gonna do is I'm gonna take this, I'm gonna take this computer with this Ethernet and I am going to plug it into the parent and let's see what I get. Hold on a second. And what I get is super fast why is super fast connection. So, I didn't see I didn't I didn't even look. I didn't even look.
24:00
Speaker 1
okay, yeah, because could be that it's connected. All right. Can we can we go to system preferences on your iMac and go to network? Okay, no worries. It doesn't show the ethernet under network. No ethernet. Okay. All right. Okay. Um, it'd be actually that that computer is wirelessly connected.
25:00
Speaker 2
Just want to go browse. Right. i've i've got i've i've got it's connected through ethernet. Yeah. If if I lose you because I'm taking you into another part of the house, if I lose you, please call me back. And then I'll go, just in I'll go into system settings. uh I will go here. It doesn't it doesn't show the Ethernet, but what would you like me to go? No. No. No. but it's it it
25:00
Speaker 1
to the parent. No, that's why you have Internet right now. So, you have the Wi-Fi, the airport, the Wi-Fi disabled on that one, on the computer. The Wi-Fi is off. Okay, I see. Okay. But you're not seeing any Ethernet connection under networks, right? It doesn't show up there. yeah, because I just, I just needed to know the, uh, I just needed to know the IP address that you're getting or something from that computer.
26:00
Speaker 2
Um, no, I'm sorry to disagree with you, because I have the wireless off and I have the ethernet cable plugged in. So I'm sorry, but that's not correct. So, the Wi-Fi is off? Uh, yes, I shut off the Wi-Fi. Yes. So, I I specifically shut off the Wi-Fi. So, it's running directly through the ether, uh, and I'm getting, uh, yeah. No, it's just, but it's off. Um, hold on. Let me just check something. Okay.
26:00
Speaker 1
USB to land send slash 100 land it's just connected okay yes what's the IP address okay what about the router do you see router okay all right if we connect that computer back to the uh to the child node the
27:00
Speaker 2
Let's see, and put network, settings, put network choose Ethernet from the list. Uh, in settings, uh, network, okay, it's USB land, okay, so here it is. Um, uh, USB, uh, USB 10 100 1000 land food connected and the, uh, you want the IP address, you want the, uh, 10.135.1.99. router is 10.135.1.1.
27:00
Speaker 1
yeah, which is blinking right now. Are you able to see that option? Are you able to see those details? Can we try that again? [silence] [silence] it says not connected under USB 10/100/1000 right? Okay. Yeah, it seems that there's a problem with the
28:00
Speaker 2
Oops! Okay. Let's try that again. I disconnected the wrong wire for a second. Go back up. Okay, I'm going to hook it up to any one of these. It's hooked up, and it says, not connected. Yes. Yes, that is correct.
28:00
Speaker 1
Okay. I need to have this tracked first, sir, with my immediate superior, okay? Uh, could be, there's a possibility that they may need to double check this case. Um, we'll be escalating this case to the L2, to the level two, because, uh, they, they will be the one to, uh, approve for, uh, a replacement, so, um, let me just put you on hold for like three to four minutes, okay? Thank you. Okay. Yep, just hold on, uh, I need to check this one. All right, thank you so much. [silence]
29:00
Speaker 2
Okay. Sorry. Sure. And please, I'm going to go back to that other one to see if I can find the receipt. purchase of the, because I bought it in a set.
29:00
Speaker 1
Hello, sir. Uh, so Jeff. Yes. Hi there. Thank you so much for patiently waiting. And I apologize for the very long hold. Um, I actually had verified this and uh, consulted with our level of technician, and it seems that it's uh, yeah, there is really a hardware issue. It's it's already a hardware problem. Okay. And were you able to find the receipt? for this device. And when is the exact date of purchase? April 29th of 2023. Okay. Okay. So, if it's actually purchased, last April 29th of 2020, this device MX4200 has three-year warranty. It only has three-year warranty. So, it actually expired last April 29th, 2026. [silence] Yes, sir. Yes, but we always space the...
37:00
Speaker 2
So, you can call your level two, and explain to them this problem started a long time ago. And it's intermittent, apparently. Um, but I had called about this last year. And if you probably look back in your notes, it probably says that I told the person, I am 3,000 miles away. There's nothing I can do from here. The people that I had here told me that it was flashing. And this happens and they go through these cycles like this. Which then shuts down my cameras, which is the only security that I have for the outside. So, I understand what you're saying, but understand that this has been a problem for over a year and you have confirmation of that from my phone calls. So, for over a year and a half [silence] there. [silence] Right.
40:00
Speaker 1
the ticket number when you, when that happened? Sure. Last year. Okay, because there are a lot of cases here and we actually need to get the exact ticket number for that. Yeah, because I think you've called a lot of times.
41:00
Speaker 2
You should have that in your records. Yeah, I wonder why there's a lot of cases there. I... Do you understand? Do you understand why there's a lot of cases there? Why... Why did I call... Why have I called a lot of times? You can say it. We can both say it together because I've had a lot of problems with the networks. A lot. And I work in IT. And I have a
41:00
Speaker 1
So. OK. By the way, that that node, that child node that you have right now, is that a replacement unit? Yeah, because you you've called last year.
42:00
Speaker 2
uh, a lot of problems with the networks. So I knew this was hardware. You didn't have to tell me this. Um, I uh called about it last year, you do the work. You find the tickets. I called about it. It's a problem with the system. And you can see that I replaced a linksys before this, because it wasn't it wasn't really working. So I bought a whole new system and I just bought another node because this wasn't working. So please don't tell me now I've got to buy another node because the system hasn't been working for over a year. I have no idea. I I'm telling you, I've had so many problems with the network.
42:00
Speaker 1
[silence] Okay. Yeah, I really do apologize for this, sir. But again, uh, we, we base on the Okay. Let me just put you on hold so I can get my supervisor. Okay. Uh, just hold on. [silence]
43:00
Speaker 2
mm-hmm. And the years before, once again, because I've had so many problems with the networks and with the hardware, So I don't know, I don't know if it's replacement or not. But it's obviously it's hardware and it's not working and I called about it last year. Get a level two on the phone. Uh, no. Get a level two on the phone. Thank you very much.
43:00
Speaker 1
Yes, hello. Hi there, Jeff. Yeah, I'm good. This is Joe, actually, uh, one of the supervisor. And I've learned the that you're having some issue with your, that the MX 4 200, is that correct? Right, okay. And then based on the, uh, the record here, you actually called, I believe last, uh, or 7 months ago, is that correct? Right. Okay. Okay. Okay. All right. Yeah.
50:00
Speaker 2
That is correct. It's an ongoing issue. That's about right. I don't remember the date, but I was in California at the time. I use this when I'm gone for six months at a time out of my home in New York. I use it to power my cameras, to power everything. And I had one of the nodes which connects to half of the home's security cameras. And I had to pay someone to come in to take a look. I think I called at the time and it kept on flashing blue and there's nothing that could be done. I was told at the time that I had to be there. [silence] had to be reset, but I'm not was not there. I guess it started working again and then it stopped working. So this is an intermittent problem that started a a while ago. So but now at this point, you know, I and this node is hard-wired. There's not even a wireless issue. This is hard-wired in and uh to the to the parent node and um once again it's gone into this if cycle where it's flashing blue and nothing. And I even went and hard-wired myself to that specific node and it wasn't putting out anything. And this is after a full factory reset and and whatnot. So, this has been an ongoing issue. It seems to be a bit intermittent. Don't know when it's going to come, when it's going to go. Um but
51:00
Speaker 1
Yeah, yeah.
53:00
Speaker 2
I can't, I can't have this obviously because I'm counting on it for the security of my home. And uh, I'm back in New York. Yeah, I'm back in New York and um, uh, my my cameras and stuff started going down. Uh, you know, rebooted everything, you know, right from the modem on back. Checked everything, uh, did a speed test right from the parent node. And uh, speed test there, the parent node is running 800 out of a gig network, which is okay. That's, I'm not gonna complain about that. Um, and uh, I, in fact, I just bought another node. And this is not, I mean, I've got five nodes for a 6,000 square foot house, and I still have spots that are not great. But I bought another node last week, uh, because I was not getting good coverage. Um, but
53:00
Speaker 1
Okay. Okay. Hm. So you mentioned that, uh, you actually bought a new a new node. Right? Okay. So how about
54:00
Speaker 2
uh, you know, maybe this, maybe this particular node was just not putting out whatever. Uh, and maybe that's why the coverage was, was bad, but I bought another, another node. Uh, and now this particular node, which has been giving me problems for months and months, once again, is in this, uh, in this flashing blue can't get past setup, uh, type of thing. And so right now, it's, it's affected my ability to run TVs, to run cameras and, and whatnot. And it must have been working on and off because I had my TVs and I had my cameras and then three, four days ago, it went kabooman again. Yes. Yeah, last week.
54:00
Speaker 1
the uh the new nodes are they working uh right now or so no problem with the the the new nodes so we're just having problem with this uh the MX uh 4 200 correct oh okay okay hmm um boy so so
55:00
Speaker 2
last week yes no problem no well they're they're all mx4200. so i didn't i i didn't uh well there's one that's an older node because i had an older system that i replaced with the mx400. so i have four mx4200 nodes and one older one that's in there but but the um uh and i i will tell you that this may have been going on right from the get go because i had i hardwired that node thinking that there was a problem with the signal and that's why i ran i guess however many feet of cable to my basement uh
55:00
Speaker 1
So, yes, we're only talking about one specific node that is not working, right? or having some issue. Okay. Okay. Okay. Alright. So, okay. So, you have a time to call back uh, you know, uh, when you last, you know, that's around I think seven months ago. So you're unable to call back to, you know, to request possibly a replacement after that. So, you only have that time.
56:00
Speaker 2
[KEEP_UNCERTAIN] [silence]. [sic] All right, [inaudible]. is correct, [inaudible]. And and and, [inaudible] that I'm thinking of it, I'm wondering if it just was a bad [inaudible] from the get go, because this is the, this is the only one I've had to hard wire. Everyone else um has been putting out signal, [inaudible] problem. And I am in in linear feet, from the parent, I am maybe 20 less than less than 25 feat in linear feet. So, I'm I'm not that far from it at all.
56:00
Speaker 1
[silence] All right. Oh. All right. Great. Because, you know, uh, unfortunately, based on the the latest update, I believe, you know, the tech, uh, you know, informed that your device is already out of warranty as of the last, you know, update on this particular case. Okay. Yeah. And anyway, you provided your, you know, your valid proof of transaction or receipt for this one, right? Okay.
57:00
Speaker 2
pay someone to come over here, uh, to try to, like, uh, unplug and plug in the stuff that they could do without having access to the Linksys and having access. They're, they're not capable of, of doing what I, what I'm capable of doing, but I paid someone to come in and check. And, um, yeah. [silence] Uh, well, I told her when it was, when it was purchased. And, uh, so, yeah, I, I did, but I also know that, uh, this has been an ongoing problem that I called about.
58:00
Speaker 1
Okay. All right. So yeah, anyway. Yeah, so anyway. Yeah. We would need to of course, uh, validate your previous transactions here and for one thing, since uh, you know, this is an MX4200, so meaning uh, we're not sure or certain right now if we still have, you know, an available specific stack for this particular model. So that's one thing as well, all right, that we need to uh do to to validate, you know, right? Yeah, yeah. Yeah, I I believe you got this.
59:00
Speaker 2
long before the warranty was. was over. and once again explained, I am not there to reboot and reset everything. um. and uh, so, you know, this is not a new issue. if I can understand if this is the first time I'm calling about it, this is not the first time I'm calling about it. right. and um. I'm sorry. Mm-hmm. Well, well that's sounded I I just bought. I just bought one last week. That's unusual.
59:00
Speaker 1
Null
60:00
Speaker 2
Uh, yeah, I didn't cut it. I probably got it through Amazon. I don't know if it was on. Well, I'll tell you where it was. Hold on. Let me tell you where I bought it from. Um, so let's see if it if it came from you or somebody else. Hold on. I don't I didn't really check. Hold on. I'm going to have to go back and look. Hold on, let me just check my orders. Okay, came uh bought it June 14th, 2026. And order details. Where'd it come from? Okay. Um, it came from um, Oh, it came from Amazon.
60:00
Speaker 1
the the the possible tax larvae so you know we'll we'll we'll provide you an update on this particular case because we're gonna be further validators with our customer service right right yeah the the possibility in terms of you know as far as replacement for this particular you know device since the delay ask of the latest update so it's already out of warranty so that's one thing so just setting your expectation so yeah so we'll basically you know uh yeah go ahead mmm yeah yeah yeah yeah yeah yeah yeah yeah yeah that's why uh we will check your yeah probably from from
61:00
Speaker 2
Okay. Well, Yeah, uh, I understand it's out of warranty now. but I was calling about it months and months ago. And and and right and they had the opportunity to to send in another one then.
61:00
Speaker 1
Okay Yeah Yeah Yeah cause supposedly we would expect that you know well when you had that issue or problem while the device is within the warranty so we should be able to uh provide you know uh replacement or you know uh any option but alright yep yep or it corrupt yep and um yeah.
62:00
Speaker 2
yes yes they they did have an opportunity to send them and and the symptoms haven't changed the symptoms are identical so you know right right that's that's that's the reasonable that's the reasonable thing here and I I appreciate that um because right now half of my house um is without internet so I've got nothing over there because it's um uh right so um so what can we do here because I've got uh I've got to get something in here that that works because half of the house is without and I'm going back
62:00
Speaker 1
Yeah, again, as I mentioned a while ago, give us within 24 to 48 hours to validate your transactions here. And then our option in case this, you know, in case we would basically give exception for this particular case to check as well in terms of the availability of, you know, stocks for this particular model, right? So, yeah. Yeah, give us time for us to validate your previous transaction as far as validity in terms of the true ball shooting process and, you know, those options that was provided by the previous technicians, right? You know, and anyway, we have it on the record here. So,
63:00
Speaker 2
Yes. Umm-hmm. Okay. Well, let me see my previous transactions. Um, let's see. Uh, 2023. Let me see where that was. order details. [silence] Let me see.
63:00
Speaker 1
Yeah, we can just validate those Uh, yeah, yeah, we do, we'll just, uh, either, uh, send you an email here or, uh, you know, give you a call. So, you're, uh, let me validate your email address here. So, your email address is, uh, it's basically OrchardhillBNB@gmail.com. Is that correct? All right. And the, uh, the phone number that we have here is 191426 uh, yeah, 426 27458, is that correct? All right. Yeah, give us, uh, within 24 to 48 hours for us to validate, and we'll definitely provide you feedback. All right? Would that would that be okay?
64:00
Speaker 2
Oh, you do. That's correct, that is correct. That's correct. Okay, and let me get some, well, that's that's okay but I'm going back out on travel and so I've got to be able to set this up um
64:00
Speaker 1
Yep, yep. Yeah. Hmm. Hmm. Yeah, we understand that. Hmm. Yeah. Yeah, you can actually, you have here the, you know, the ticket number for you. So that's, the ticket number is a Te then 0
65:00
Speaker 2
Once I, once I go out, so I'm really under a time crunch here. And I appreciate, you know, I don't want to be pushy, but I appreciate you doing what you're doing, making an exception, but I am going out on travel again, and once again, I count on these to, uh, for my, uh for my house security system and my cameras and everything else. And like I said, half of my house right now uh is, is without any internet. So, um, all right. So, uh, let me get some information from you. So I can follow up on this. Um, what is the ticket number? Isn't Peter or T isn't Thomas. 0.00. Right. So a ticket a to 0.00, 17, 190. And your name? And do you have a some sort of identifying number? So a UH UH and all either a code employee number. Okay. Okay. Okay. Okay. Okay? Thank you.
65:00