V2 Rubric Detail — e3607e22-6432-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 18:41
Duration
11m 26s
Contact
Belinda Townsend
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132813
Support Country
United States
Product Family
ROUTERS
CSAT
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Sentiment Trajectory
—
Ticket subject: EA9300_No Internet Connection
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by immediately citing warranty status and offering paid support without attempting any troubleshooting, effectively evading support obligation for an OOW device despite expectation of best-effort assistance.

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
Communication1.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to perform any diagnostic steps, dismissed the customer due to warranty status, and offered only a paid service with no guarantee — violating the OOW best-effort standard. No resolution was achieved, and the interaction demonstrated avoidance, resulting in an auto-zero for evasion. The customer hung up frustrated and without internet.

V1 Case Analysis

Customer reports no internet on EA9300 with blinking orange/yellow LEDs. Agent confirmed device is out of warranty and end-of-life, offered AI tool and $15 paid support. No troubleshooting performed. Customer declined support and expressed intent to replace router.

Troubleshooting Steps
  • Asked about LED indicator color
  • Suggested possible settings mismatch with ISP
Key Observations
  • Agent failed to perform any basic troubleshooting steps for a no-internet issue (e.g., power-cycle, WAN LED check, cable inspection, admin-page access).
  • Warranty status was stated without verification; agent assumed out-of-warranty based on product age and end-of-life status, not system lookup.
  • Agent moved directly to paid support without attempting any free, safe, or basic triage steps.
  • Customer expressed significant frustration due to lack of actionable help and perceived offshoring of support.
  • Agent incorrectly implied that warranty duration is product-specific and not subject to state law, without acknowledging or escalating the dispute.
Positive Highlights
  • Collected serial number, model number, and contact information accurately.
  • Clearly communicated that the EA9300 is end-of-life and no longer under complimentary support.
  • Correctly identified the potential cause as a settings mismatch between router and ISP, which aligns with known issues for aging routers after ISP updates.
Agent Errors / Gaps
  • Failed to execute standard troubleshooting steps for no-internet (e.g., power-cycle modem/router, verify WAN LED, check cable) — no action taken despite clear symptom.
  • Provided warranty information without confirming coverage in the system; relied on product age and end-of-life status instead of lookup.
  • Escalated to paid support without first attempting free resolution or basic triage, violating support policy for out-of-warranty customers.
  • Did not offer any self-help resources beyond the AI tool (e.g., KB article, email with steps, chatbot, or setup guide), leaving customer with no practical next step.
  • Failed to acknowledge or de-escalate customer frustration; communication was dismissive and contributed to breakdown in trust.
  • Misrepresented warranty policy by stating only one year applies, without addressing Maine’s four-year consumer protection law, creating compliance risk.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution achieved; customer ended call without internet restored and no valid troubleshooting path provided.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps attempted (e.g., power cycle, WAN test, LED verification); jumped straight to warranty status and paid support.
R3 Not Met Correct resolution path conf 96%
Agent dismissed customer with paid support offer without attempting best-effort troubleshooting for OOW device, violating OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Only collected model/serial; did not ask about WAN status, LED behavior, or perform root cause analysis.
T2 Not Met Appropriate tools / resources used conf 94%
Failed to use required tools like local router access (192.168.1.1), speed test, or modem-WAN diagnostics despite clear need.
T3 Partially Met No misinformation conf 89%
Correctly stated EA9300 is end-of-life and out of warranty, but provided no technical fix or accurate diagnostic guidance.
Communication
C1 Not Met Clear & professional language conf 95%
No framing of process, lost control of call, allowed conversation to become adversarial without regaining direction.
C2 Not Met Confirmed understanding conf 94%
Used scripted responses without adapting to customer’s frustration or checking understanding; communication remained one-sided.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Abdicated ownership by pushing paid support instead of attempting resolution, even basic steps like reboot or config check.
O2 Not Met Proactive follow-through conf 96%
No clear next steps given; only vague references to AI tool and $15 session with no timeline or expected outcome.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted since no troubleshooting was done to determine if escalation was needed.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Minimized customer’s frustration with dismissive phrases like 'you don’t need to worry' despite clear anger and repeat effort.
X2 Not Met Tone & rapport conf 95%
Did not adapt tone or pace to match customer’s escalating frustration; remained procedural and detached.
X3 Not Met Overall experience conf 96%
Customer had to repeat serial/model multiple times; forced to pay for uncertain support instead of receiving basic help.
Call Transcript23 turns · 23 lines
Speaker 1
[silence] Yes, Keller. I have um, I'm having trouble with my modem. Um, and it's not connecting. I've caught contacted Spectrum.
00:00
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 one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service, then please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support options may be available, depending on the issue. Thank you for calling Linksys. This is Carla. How may I help you?
00:00
Speaker 1
they've done everything that they need to do on this end. And my, um, everything else is working but that. So that's why they gave me your phone number for you to help me. Right. I haven't had it all day, correct. I think this is that I'm not quite sure, so I'm going to give it to you and see if it's it. I've had this for a while. Um, Under okay. Hold on, let me just check. Check. Okay. Check. Okay. Check. Check. Okay. Check. Check. Okay, so you want to you need to fold the divider. Okay. Okay, you mean the clip on the back? Right where the metal goes to the front? Okay. Okay. anterior
01:00
Speaker 2
okay so your main concern right now ma'am is you don't have internet connection using the um Linksys device, correct? Okay so may I ask the model number and aerial number of your Linksys device? Um you can check that at the bottom or underneath the device.
01:00
Speaker 1
okay, serial number is, sn, one, I think it's one eight r1, zero six zero nine nine zero four one two four. Yes. Is that right underneath it says Max? Okay, okay, it is three zero two three zero three a
02:00
Speaker 2
serial number and model number. Okay, again that's one eight and then R for Robert one zero six zero nine nine zero four one two four. And what's the model number? Yes ma'am. Right below links.
02:00
Speaker 1
811, B.E.I have Wi-Fi name, and then I have Wi-Fi password. Um, and then I have a bunch of numbers. Let me see. I'm keep looking for model number. I'll try this one. E A930. Yes. No. I don't know. Yeah, it's been awile. I don't know.
03:00
Speaker 2
[silence] You know ma'am. Um model number, you can see the lenses right below that there's a model number or um next to it. Okay and how long you had this radio ma'am?
03:00
Speaker 1
at least three, or more. yeah I have no idea. I didn't know we had to keep track. uh, 207 947 4179. US. Blenda Townsend. Yes. T-O-W-N-S-E-N-D. It's blendtown@roadrunner.com. [silence]
04:00
Speaker 2
Okay. All right, and can I have also your phone number? Mhm, okay. All right, and you're calling from Canada ma'am, or US? And how about your first name and last name? Okay, that's B-E-L-I-N-D-A. And can you spell it? Your last name? Okay. How about your email address? Mhm. And again, your
04:00
Speaker 1
Yes, and everything is fine from their end. Do I don't have a light. I have them on the back, let me say. Mine are on the back. Um, the blinking lights are yellow. Or orange. Yeah, Right. Yep, they checked it. They rebooted it. Um, then we manually rebooted everything and that's why he gave me your phone number.
05:00
Speaker 2
on sur who? Bolivers power it. It's spectrum okay? All right uh what is the color of the light indicator? The one that is on the top of your router is it solid or is it blinking okay? And then again you already called spectrum that mentioned that will no problem on their end right? Okay? Okay? Okay. Then ma'am um okay yeah I will do the same thing on your part I'll contact it immediately trying to see what's the reason of the on and off of the service of your internet ma'am. Yeah that alright ma'am.
05:00
Speaker 1
okay okay why why why is that well in maine it's a four-year warranty it's a law here in maine
06:00
Speaker 2
There could be some settings on your router right now that is not longer communicating to your spectrum modem. What we are going to do here is we are going to like reconfigure the settings of your router, okay? Okay. But before we start for any troubleshooting, ma'am. Let me just inform you about the status of your EA9300. It shows in our system that this router is already out of warranty and complimentary phone support is no longer available, okay? But you don't need to worry about it. This router, ma'am, has only a one-year warranty, like a one-year warranty as well as technical support.
06:00
Speaker 1
[silence] No. I don't think it matters. It's any electronic device, refrigerator, freezer, computer, um any device is has a four-year warranty on it according to Maine State Law. And I'll let you look that up and figure that out, but that is the law of the State of Maine. Okay, well, Well, that's not a problem. I mean, we bought it. We purchased it. I mean, and you know, it just stopped working. It stopped this morning.
07:00
Speaker 2
But for this type of product, ma'am, we only have one year. Because actually this is also one of our end-of-life router, okay? End of that router, and Linksys can no longer manufacturing this device, okay?
07:00
Speaker 1
Well, they didn't tell me that there was any updated sets needed. They said everything was fine on their end. So, and how much the option is much much. I'm gonna how much.
08:00
Speaker 2
Maybe that there are some updates or settings on from your internet provider men and that needs to be updated also to your linkers. [silence] Because sometimes they will not tell you it will just like an automatic update from their end. Okay? Or could be that there are outage on the line. That's why the the settings in the router is no longer working. [silence] But um for the out of warranty links this product men. We do have options for this okay? That you can select the first option that we have um you can you can take okay. Let me just mention it to you men that's the first option is you can take advantage of our AI tool that can be found on our website that is support.linksys.com. [silence]
08:00
Speaker 1
right. Okay, so if it's defective from your end, you're telling me that I'm stuck, correct? That I have to go buy another? My How long are these routers supposed to last?
09:00
Speaker 2
Well, our second option is there is a one time non-refundable technical support, it will last after 60 minutes of troubleshooting and that will cost you $15. That is our paid connect service and there's no guarantee that we'll be able to fix the issue and in any case, we found out that device is defective, there will be no refund or replacement. Yes, ma'am. Since this is already end of life router and it's already out of warranty and there will be no replacement or refund. It's been last years, ma'am, right? Um, sometimes the reason like it will stop working.
09:00
Speaker 1
Oh, they said everything was fine on their end. So I don't know. So basically what I should do instead of going through this crap is go buy a new router, and I won't get this brand again, because I, um, you know, this is not I don't think this is really Um customer service-wise, it's really not acceptable at this point, because I have to pay to have you look at it, and then there's no guarantee that it's going to work, and I have to do most of the work probably myself. Um where am I calling anyway? Yes, what I not even in fricking America. Yeah, that's just fricking great. That really picks me off. Can't I can't have people United States have a job.
10:00
Speaker 2
and because the settings it's not synchronized to your provider Armie your comment been routed to the Philippines technical support
10:00
Speaker 1
Rob. No, we can't have jobs, but we've gotta pay for someone to tell me how to fix my own router. Great. I'm not impressed. Um, all right. I'm just gonna, if this doesn't come back on, I'm just gonna go buy a new router and I'll try to get something that's in the U.S. So, thank you for your time and, um, I'm not happy that you've taken a job from Americans. Goodbye.
11:00