V2 Rubric Detail — e33da130-6389-11f1-a…

Yes, hi. Uh, yeah, yeah. Mark, go ahead. Um, what happened? Uh, did you not send that request, uh, for your supervisors to call me? Oh, okay. Go ahead. Um, yeah, go ahead. And, uh, put me on, please. Yeah, okay. [silence]

f, Yes, yes, hi. Uh, So, Kirby, I think you and I had spoken before and, um, what's going on with your team, honestly? Uh, because this has been a really, really a shitshow. Um, I spoke with your team member Mark after you and I spoke. You told me that he's going to do I had told you even then that, uh, I can devote some time. I've already wasted a lot of time. [silence] And I made it very clear to both you and Mark and when he started troubleshooting, I told him, let's go through the process quickly because time is really of importance, especially because Lin kiss has is is not going to be replacing it, you're just going to be refunding it. So basically, I still have to go search out the new router, invest the time and once a customer buys a product, it's not that, you know, they invest time to research things and then I wait to receive the product, then I spend the money, I do all of this. I've already wasted three, four hours. And on top of it, I've talked to your team now for over two and a half hours. So there is a lot of investment of time. You can only refund me, you know, 100, 150 bucks worth of product, but what happens to my time? Remember? So that leaves a bad impression, and then people say, oh, the company is not doing so well because the customers are unhappy. Of course, customers are going to be unhappy. If your team doesn't know how to treat customers, well, how why would they be happy?

So, anyway, I spoke with your guy, Mark, he took almost an hour and I had asked him to make sure, and I want you to review that call. Kirbe, okay? How he went through the double the troubleshooting that took an hour plus that day. And I told him, I want to finish all troubleshooting. I don't want to have anything left over, because we're not going to go back to the, you know, keep doing the song and dance. And at that time, I had made it very, very clear that we're not going to do any of this. He said, "Okay, send me the logs, send me this, send me that." He asked for a lot of stuff and we sent him everything, including the logs. By the way, the logs are private information, and you guys should be making and are you taking notes for these things, kirbe? Well, not just that, I want to make sure there are some actionable items because recording will go into a a store. I manage a team of 500 technicians, so I know exactly what you're talking. But what I'm saying is, I need somebody to take action on it. recording. doesn't do anything good to anybody unless somebody looks at it. So what I'm saying is, um, the, the whole thing that he did, that whole process. And by the way, he asked me to send the the logs. I told him, send me a secure link so that I can upload the logs because my logs have a lot of personal data in them. I didn't want them going over email. Your company, which means he said, oh, we we just take it over email. We have no secure link to upload. And don't worry, a lot of people do it. And I wrote to him and he said, I'm checking that email because that's what I'm saying, you you you you guys are running a company or seems like you're running a roadside T stall. Um, because when I told him that, hey, there's a lot of risk involved. He said, don't worry, a lot of people just send it to us. Now, you know, this is not a decision that he can make because you guys represent Linksys. You should not be asking customers to share logs on an email. You should you guys should be, you know, giving us a secure link. [KEEP_UNCERTAIN] Anyway, I sent it to him. I sent that lock to him over email. I sent him other things that he wanted the the speed tests with two different servers. I mean, with the same servers on two different items so that you can compare. So, everything was sent over to him and then he calls me after two days, three days. Uh, and I told him even then I said, go ahead process this. I have already talked to Kirby. If you guys are doing a refund, I need your team to quickly call me so we can go ahead with the refund. Uh, he takes like three, four days I think he took. And then he says, he calls me back and says, "Oh, can you do another test? Let's do another test." And I told him enough of this, you guys cannot be treating customers like crap. Especially when I have told you that I'm not going to be doing this. I don't have time for all this nonsense. We have gone through the test and that is it. So, then he calls me back. Then I told him four days ago he called me again. And I told him to ask a supervisor to call me four days back.

This was four days back. And now he finds the time today after four days to have a supervisor speak with me. You think all of this appears good on your customer service. Somebody something you're exposing yourself, any hacker can get that detail. OK, so that's not right. And no company officially will say, send me log or private information over email. They always because this is 20 26. This is not 1979 or 1985. So, nowadays, every company sends you a link and says, please upload. It's almost like pictures, you don't want to upload pictures, you know, on an email because again, those emails can be viewed. And I was only concerned because remember logs, I don't know what logs contains. Logs more than likely have my internal network information, right? It might have. How does the customer know? That's the reason I said. But anyway, you can log it as a separate complaint and send it to your team. You'll get the answer from them that this is probably not a good way to do because now, see what happens is this, if tomorrow there is a lawsuit on Linksys, Linksys is not going to like that, right? If there is a data breach and Linksys is found guilty, that's not going to be good for the company.

Yeah, Uh-huh. Well, there's no replacement, like you said, so there's no replacement you said, right, so it doesn't, Yeah. So, here's Yeah, go ahead. Yeah Yeah, No, the copy of the receipt I can send you, but.

I cannot do anything then there has to be a formal complaint launch that's a different thing and that will have to be carried by the legal means okay but I'm done with all this and let them know that I'm so pissed off especially with how this thing was handled unless I hear back from Linksys customer service and they say they are fixing it or they are either uh you know refunding me the money immediately or they are sending a replacement if they want to do a replacement then it's a different conversation then I'm ready to do something but not for refund okay okay okay okay so like I said I want you to send it back yes so no you don't have to apologize you have to just send it back to your customer service and say that the customer has refused to spend more time on this because they've already spent four [silence]

[KEEP_UNCERTAIN] hours with Lynx is they had made it very clear in the last time of troubleshooting that they're not going to be doing any more steps. So let them know that that's how it's going to be resolved. If the customer service is ready and give me the case number, uh, you know, you can quickly document it or you you want to send me an email after the documentation because I think you have to write up a lot of stuff, right? Yeah. Yeah. Hold Hold on a second. Hold on a second. Yeah, PZ in Peter? Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Hold. Silence. Hold on a second.

Okay. This is the reference number. Okay. Now what is your customer service phone number? Okay. So, ask them now to call me because, like I said, from your side, uh you have already talked to me. Please make sure, Kirby, that every word of what we discussed is documented, because this is going to go in a very wrong direction otherwise. Yeah. Yeah. [silence] Yeah. [silence]

Yeah. Make sure you mention all the details that I've told you, including the four hours of troubleshooting done and everything that has happened between you and I in the last 15 minutes that we talked. Okay? Yeah. All right. Yeah. Yeah. That's fine. Yeah, that's fine. I'll be ready. You can let them know that I'll be ready with the receipt as soon as they call me, we can have that process done. That's not a problem, okay? And ask them to call me at that 1018 number. Okay. [silence]

yeah customer service and also what is their email yeah customer service email okay is gonna be visible to them okay so just have just put a special request there also that a customer service manager must call me as soon as possible based on the conversation you and I had okay yeah okay 24 hours okay okay okay all right that's fine okay not refusing the troubleshooting but additional troubleshooting based on the previous troubleshooting already done yeah okay all right thank you yeah bye bye yeah bye [silence]