Speaker 1
Yes, ma'am. The Wi-Fi is down and it's not even showing my particular router on my phone for the available Wi-Fi.
00:00
Speaker 2
welcome to linkson 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.linkson.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, Paid Support may be available depending on your issue, please have your device 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. Hi, thank you for calling Linkson Technical Support. This is Rio, how can I assist you for today?
00:00
Speaker 1
And I've tried unplugging it and using the reset button and it nothing has worked. No, just the internet is out. Honestly, I'm not sure because it's through the apartments we live at. I was just calling because it's the linksys modem and or uh router and I was just.
01:00
Speaker 2
[silence] Uh-huh. Let me just confirm, ma'am, your Wi-Fi is down, meaning to say you don't have an Internet or you've experienced network outages or power outages. Okay. Ma'am, who's your Internet service provider? I see, ma'am. So, mom, just a heads up, by the way, Linksys is not your Wi-Fi or Internet provider. So, if by chance you don't have an Internet, you might need to contact your Internet service provider so that they can reset your modem or refresh your modem. That's [silence] Mm-hmm.
01:00
Speaker 1
You know what? I don't need to know a whole bunch, uh, I was just asking if calling to check something else, you know, just anything else maybe, because you know, I mean, I was just trying to see if I could get, if you could help me before I, you know, I just want to, I mean, I just want to make sure. Right? Get over here. I just want to make sure, so I just wanted to see what else there was, uh, to test on the router. So I just want to see if the router was the problem, you know. and I, I just need to know, just cause, um, I don't know, uh, I understand you kinda, like right off the bat we want them to sort things out, but, you know, I just need you to hear me. Please, just hear me. I I'm not saying that, I don't need a guarantee, that fixing the problem is gonna work. I don't need a guarantee of that. I just need some troubleshooting steps, can you just
02:00
Speaker 2
I see. A modem and a router are different. The modem is from your internet service provider. Your router is from Linksys. So, we just only run troubleshooting for the router that you have. If by chance you really don't have an internet, then you might need to contact your internet service provider. Um, Mam, I cannot uh guarantee you that if we run some troubleshooting, the router will work. Just since we need to check your internet.
02:00
Speaker 1
Don't have to make another call. I was trying to start at the simplest solution, rather than at the most complicated solution. So I was trying to troubleshoot the router. Could you please just give me troubleshooting steps, rather than tell me 13 different ways that you guys don't provide the internet. I understand that. I called the number on the router. I know that you're the service provider for the router. I just want the troubleshooting steps so that I can see if that's the problem, and if not, then I will escalate the problem.
03:00
Speaker 2
I do apologize for what you have uh had right now ma'am. Now if you wanted to troubleshoot the router, if you have an internet, all you need to do is, since you've reset the router, just to set proper expectation, your current Wi-Fi name and Wi-Fi password will be deleted since you've hit the reset button. Now, in order for you to have an internet for the router, hold and press the reset button.
03:00
Speaker 1
Okay. Thank you. Is there a how, how I'm doing survey? Is there a how I did survey? Like, rather than just random QA, um, is there, like, uh, a questionnaire like there is for most call centers? Well, then do you have a supervisor that I can speak to? Okay. Yes, please. That's fine.
04:00
Speaker 2
Just a button for 30 seconds. And after that, you need to log in to LenSys web interface, so you can start up the device. That's all that you need. okay. Anything else? I'm sorry? Uh, what's that? You mean, ma'am? You mean, ma'am? No. No, ma'am. We don't have. say, uh, let me check if there's an available supervisor. Uh, would you like to stay in the line with me? Just gonna put the call in hold, okay? Alright. Thank you so much.
04:00
Speaker 1
Well. Hello. My name is Christine and The reason I wished to speak with the supervisor was that I called because my Internet is down and I was trying to see if I needed to do anything else specific to troubleshoot the router before deciding that it was, in fact, the actual Internet rather than a router problem. I called and I was trying to explain that. And the lady that explained it to me - I was trying to tell her what I was going for. She kept telling me, well, we're not the Internet provider. I'm aware of this. I was trying to and I told her, I was trying to troubleshoot the router first before calling the office. And she proceeded to talk over me and tell me again, three different times that you guys aren't the Internet provider. And I finally had to it like I was trying to be patient and I finally had to tell her like, I don't 'cause then I told her I needed the troubleshooting. She said, well, there's no guarantee that that will work. I don't care. I'm not asking for a guarantee. I'm just asking you guys. I guarantee, I was asking for troubleshooting steps, and the situation was already frustrating. And now, it gets to be more frustrating, because instead of just providing the support that was requested, I had to be told 10 different ways that this wasn't the internet provider. I already knew that. Like, I just wanted to let you know, because I've personally been a CSR for several years of my life, and that was one of the most unprofessional things I've dealt with.
10:00
Speaker 2
I see. Sorry about that, Christine. I really apologize, ma'am. But don't worry, okay. We will try to listen on the recording, okay. And we will request uh to conduct an investigation for that. Um but uh yeah, it's just it's always been part of our standard procedure, ma'am. We always ask for stamp information before we can proceed.
12:00
Speaker 1
It is golf. Go as in Frank. S as in Frank. And I understand that, that may be standard procedure to tell somebody that. But when I've said I understand that, and we continue repeating that over and over again, like it's going to make a difference. That's like, like I even explained that I wasn't asking for anything other than trying to troubleshoot the router before we go to troubleshooting the modem, before we go to calling the office. Yes, sir. That is first initial G for go.
13:00
Speaker 2
Uh, Christine, uh, I'd like to, um, create a record case for you, um, uh, may I, uh, may I have your last name, uh, Christine? Hmm. I understand, ma'am. Okay. And, uh, again, uh, sorry for that, okay? Uh, again, uh, the last name is G for golf, O for Oscar, F for Frank, F for Frank. Did I get it right, ma'am? Okay. And, um, also, as well, may I have your email address, ma'am, please?
13:00
Speaker 1
49, G O E S F is in Frank. 817 at gmail. dot. com. Yes, sir. Yes, sir. be honest with you. That would be my husband question and he's not home.
14:00
Speaker 2
Okay. Duff 817@ gmail.com. Am I right, man? Okay. Hold on. Let me. Okay. And the phone number we have on file that's two,one,seven,seven,99, 6 9, 3 2. All right. Okay. And uh, Christine, um may may I know, um your internet service provider? Um Bye.
14:00
Speaker 1
I'm done that I was going to say that one I can't do.
15:00
Speaker 2
I see okay uh because uh we need to know as well the um the uh internet service provider that you have and um as well the model number of your device ma'am um can you check on underneath the oh I see I see all right thank you ma'am and um as well um there's a serial number okay underneath the uh the device um can you can you tell me the serial number please [silence]
15:00
Speaker 1
Again, that's not a thing I'm aware of specifically.
16:00
Speaker 2
Okay, thank you. Madica, can you tell me when did you purchase this device? by the way. Okay, no worry. Let me just check, okay, with this serial number again so that we can... Alright, okay. Yeah, I was able to I was able to pull up, okay, details of the out the serial number. Yeah, Christine, ma'am, with this limited information actually we're we we will be having hard time, okay on on providing the troubleshooting for this. However, remember, let me just tell you, okay, with regard to this device, the EA7300, it's actually already part of our end of life devices. That means, this we no longer manufacture this device and we we we don't have any replacement just in case we we troubleshoot the device and we deem this defective. We can no longer provide replacement for this and I believe this device is already out of warranty, actually, Christine. Now, ma'am, just to set your expectation here, Linksys actually, Linksys does not provide support for product that are already out of warranty and let's you will you will going to avail with a paid service that we offer. It's that, but it it it may cost you $15.
16:00
Speaker 1
To be honest with you, um, I believe my husband's intention was to buy a new router soon. I was just trying to see if we didn't have to do it for a little bit longer. Um, so we will probably be good buying a new one. That's fair. All right. Well, I appreciate your help anyhow and hopefully we get it resolved and we don't have to go buy a new router.
18:00
Speaker 2
that troubleshooting man. if uhm hmm yeah actually I was I was yeah I was uh I was about to tell you that if if possible um yeah you may need to actually upgrade to a newer model um of the uh network uh devices uh because this is too uh way too old uh device ma'am actually no no no worry ma'am and uh yeah again uh really do apologize for the inconvenience that you uh had experienced with us okay um but
18:00
Speaker 1
All righty. Well, thank you very much, and you have a wonderful rest of your week. will as well. Bye-bye.
19:00
Speaker 2
hopefully okay we can uh we can assist you further more you too ma'am thank you as well okay for reaching out and uh you to have a wonderful day christine bye for now you take care ma'am
19:00