Ticket subject: The Spectrum TV is unable to connect to the internet network.
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided troubleshooting by incorrectly citing out-of-warranty policy as a reason for no support, despite OOW best-effort expectation.
V1 Rubric Scores
Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)
V2 Grader Summary
The agent mispronounced the brand, incorrectly claimed no live support for out-of-warranty devices, and failed to perform any diagnostic steps for a Spectrum TV unable to see the Wi-Fi network. No troubleshooting, next steps, or ownership were demonstrated, resulting in an unresolved case and a critical failure due to avoidance/evasion.
V1 Case Analysis
Customer's Spectrum TV cannot see Linksys E5400 Wi-Fi network. Agent incorrectly claimed no live support for out-of-warranty devices and provided zero troubleshooting or next steps.
Troubleshooting Steps
None recorded.
Key Observations
Agent incorrectly stated that out-of-warranty devices receive no live support, directly contradicting Linksys policy (KB: universal_support_contacts.md, universal_escalation_guide.md).
No troubleshooting was performed despite the issue being a common, KB-documented problem (universal_legacy_device_wifi.md).
Call ended with no resolution, next steps, or self-help resources provided.
Contradictory messaging: Agent said no live support is available, then offered assistance without delivering any technical guidance.
Positive Highlights
Collected customer's name, phone number, email, and serial number accurately.
Agent Errors / Gaps
Incorrectly stated that no live support is available for out-of-warranty devices, contradicting Linksys policy which allows paid support and self-help guidance.
Failed to address the core issue: The TV's inability to see the Wi-Fi network is a documented legacy device compatibility problem with clear solutions in universal_legacy_device_wifi.md.
Did not disable band steering or confirm separate SSIDs, a critical step for older devices (universal_legacy_device_wifi.md Step 2).
Did not check or recommend changing security mode to WPA2 Personal (AES), which older devices may require (universal_legacy_device_wifi.md Step 3).
Provided no troubleshooting steps, KB article references, or next steps, leaving the customer without resolution.
Contradicted themselves by saying no live support is available, then offering assistance without providing any technical guidance.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
No resolution or outcome provided; issue remained unresolved and no troubleshooting path was established.
R2Not MetDiagnostic thoroughnessconf 97%
No meaningful troubleshooting steps taken — agent did not check Wi-Fi bands, SSID visibility, or router settings relevant to device discovery.
R3Not MetCorrect resolution pathconf 96%
Agent incorrectly stated that out-of-warranty devices receive no live support and offered no best-effort troubleshooting, violating OOW support standard.
Technical Accuracy
T1Not MetTechnically accurate infoconf 95%
Agent failed to identify symptoms specific to the TV’s network discovery issue or ask diagnostic questions about 2.4 GHz, SSID broadcast, or security settings.
Minimal empathy shown — only a generic apology for policy, not for the customer’s actual problem with Spectrum TV.
X2Not MetTone & rapportconf 93%
Tone remained robotic and detached; no adaptation to customer’s frustration or confusion about device visibility.
X3Not MetOverall experienceconf 95%
Customer repeated serial number unnecessarily and received no actionable help, increasing effort without benefit.
Call Transcript10 turns · 11 lines
Speaker 1
Yeah, Regina. I have a Linksys E5400 wireless. [silence]
00:00
Speaker 2
welcome to Linxis 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.linxis.com. Please have your device serial number ready. For assistance, press one 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. [silence] hi, thank you for calling Linxis. This is Regina. I'm going to help you today.
00:00
Speaker 1
modem or whatever you call it router or modem and i've uh spectrum TV is trying to hook me up and uh it's not showing up on any of my uh networks that show up on the TV for spectrum and they're trying to tell me that maybe it's uh it's an I don't know how it'd be obsolete it's it's it's only like two years old, but they're trying to tell me that I might have to buy a new uh router, but I bought this one and it worked okay at the other uh residence that I lived at for Wi-Fi. So I don't know what uh what the problem is. So I just looked on your website and that and that's it. I'm just trying to get an answer here. How what about my devices? I didn't hear your word. Yeah.
01:00
Speaker 2
Okay. So, there's only one device affected with the issue. So, how about your other devices? Yeah, your other devices. Okay, you mentioned earlier that your spectrum television, right?
01:00
Speaker 1
room television. It worked with my previous residence. But I haven't been using TV for the last several months. And now I decided to get spectrum TV again. Uh but they're not able when they turn on my TV and they look at the list of local spectrum uh people that are on a Wi-Fi network. They don't mine doesn't show up. that doesn't give provide a uh code. Everything else all working. Everything else all working fine on wireless. Yes. Yeah. Yeah, my first name is Scott. My last name is Ebright. It's like the word bright with an E in front of it. Ebright.
02:00
Speaker 2
How about your other devices, your phone, iPad, laptop? Okay. So I totally understand your concern now. But is this your first time calling us for support? And are you calling from United States? May I know your first name and last name, sir? [silence]
02:00
Speaker 1
No. E-B-R-I-G-H-T the English spelling of the word bright. Yeah. Is 980-524-8136. Yeah. Soulbeyonddarkness@gmail.com.com Three words. Soul, s-o-u-l, beyond, b-e-y-o-n-d, and darkness, d-a-r-k-n-e-s-s. Soulbeyonddarkness@gmail.com. Yeah, it's uh three-zero-n-1-0
03:00
Speaker 2
A-B-R-A-K-E. Okay. e-Bright. And your callback number. and your email. [silence] Kindly provide the serial number of your linksys router.
03:00
Speaker 1
M as in Mary. Two, three. B as in boy. 05605. Yep. It's 3-0-N as in Nelly. 1-0, M as in Mary. 2-3, B as in boy. 05605. Yes. Oh, I didn't, I never knew that.
04:00
Speaker 2
Okay, if you don't mind, can I repeat the serial number of your Linksys router? Okay. And your internet service provider's Surf. Right? Okay, now before we proceed, yes, I would like also to set expectation regarding of the warranty status of your Linksys router. So it actually indicates in our system that it is already out of warranty since we can only provide a one year support for this product. And for out of warranty devices also, Sir, we are no longer offer live support. I really apologize for that. But then we have [silence] next step on your [silence] concern. eye can still assist you. Go ahead.