⚠ Auto-Zero applied: Avoidance/Evasion – Agent provided no troubleshooting, tools, or actionable assistance for an out-of-warranty device, violating the OOW best-effort standard by immediately dismissing support.
V1 Rubric Scores
Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5
V2 Rubric Scores
Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-26.0)
V2 Grader Summary
The agent failed to perform any diagnostic steps, offer best-effort troubleshooting, or provide a concrete path forward for the customer's internet outage. By immediately declaring the EA3500 end-of-life and redirecting to self-service without meaningful engagement, the agent violated the OOW best-effort standard, resulting in no progress and triggering an Avoidance/Evasion auto-zero.
V1 Case Analysis
Customer reports no internet after power surge; EA3500 router. Agent misidentified device as modem, claimed end-of-life without verification, and provided no troubleshooting or valid next steps.
Troubleshooting Steps
None recorded.
Key Observations
Agent failed to perform any standard diagnostics for a no-internet issue (no power-cycle, no modem test, no WAN status verification).
EA3500 was misidentified as a 'modem' instead of a router [04:00], indicating a fundamental misunderstanding of the product and network topology.
Agent declared the device 'end-of-life' and 'no longer supported' without confirming warranty status or support eligibility through proper channels.
No troubleshooting steps were performed despite the customer having already contacted their ISP and attempted a reset.
No escalation path, paid-support option, or actionable self-help guidance was provided — only a generic suggestion to visit the website.
Positive Highlights
Collected customer name, address, and serial number [02:00–03:00].
Acknowledged the customer's situation and expressed understanding of their frustration.
Agent Errors / Gaps
Failed to perform basic diagnostics (power-cycle, WAN status verification, or ISP credential check).
Misidentified the EA3500 as a modem instead of a router [04:00], leading to incorrect support pathing.
Incorrectly stated the EA3500 is end-of-life and no longer supported without verifying warranty or support eligibility.
Did not offer paid support as a valid option despite the device likely being out of warranty.
Provided no actionable troubleshooting steps or KB references — only a vague suggestion to visit the support site.
Did not verify if auto-update was enabled or suggest a firmware check, which could have resolved post-surge configuration issues.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Agent did not resolve the internet outage or provide any actionable path to resolution; only suggested upgrading or visiting support site.
R2Not MetDiagnostic thoroughnessconf 97%
No troubleshooting steps (e.g., power cycle, LED check, local access) were performed despite customer reporting a post-power-surge outage.
R3Not MetCorrect resolution pathconf 96%
EA3500 is out-of-warranty, but agent offered zero best-effort troubleshooting (e.g., reboot, firmware, config) before dismissing support.
Technical Accuracy
T1Not MetTechnically accurate infoconf 97%
Agent skipped diagnostic questions (e.g., LED status, device connectivity) and jumped directly to end-of-life declaration.
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 95%
Minimal empathy expressed ('I totally understand') without acknowledgment of business impact or frustration.
X2Not MetTone & rapportconf 94%
Agent maintained flat tone and did not adjust pace or style to customer’s stressed state or operational urgency.
X3Not MetOverall experienceconf 96%
Customer was forced to search support site independently; no reduction in effort or agent-side actions provided.
Call Transcript12 turns · 12 lines
Speaker 1
I, yes, mom. So we have [silence]
00:00
Speaker 2
Welcome to link's 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 1 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. Hi, thank you for calling link's. This is Regina. How can I help you today? Hi, this is Regina from Linksys Support. How can I help you today? Hello?
00:00
Speaker 1
had a we had a power surge this morning and I've already called uh contacted Dobson which is our internet's provider um and he said that everything looked good on his end we do have um the Linksys modem and he said that maybe to contact all because it was a power surge that there could have been something that might have damaged our equipment because we have not had any internet um to our computer for like the last hour we have tried um go ahead no I was just gonna say we you know I've tried to reset it I've called um Dobson and so this is our kind of our last step here um but I have the serial number and everything whenever you're ready.
01:00
Speaker 2
Okay, so I totally understand. Yeah, go ahead, ma'am. Sorry. Okay, so I totally understand.
01:00
Speaker 1
Yes. I am. My name is Heather Bernard. I'm calling from Quality Inn and Sweet Hotel in Ardenmore, Oklahoma, 73401, address being 2606 12th Street. My first name is H-E-A-T-H-E-R. My last name is B-A-R-N-A-R-D.
02:00
Speaker 2
a m. a m. Okay mhm. Okay. Thank you for that. But, would you mind if um uh... spell your uh... first name? to me? your last name?
02:00
Speaker 1
5-80-341-810-10-1-5-1-9-0. I don't know the hotel's email. I think it's Quality Hotel gmail.com. I see one right here and it is an EA 3500 modem. It is going to be 12C21060B4057.
03:00
Speaker 2
Hey, thank you. And your call back number just in case this call disconnects others. And your email. quality hotel@email.com And how many Linksys routers do you have, Heather?
03:00
Speaker 1
119. no Dobson, D-O-B-S-O-N. Dobson Fiber Internet Service. That is correct. I see. Yeah, yeah, it's only just the welcome.
04:00
Speaker 2
Again, you mentioned earlier that your internet service provider is Dick's on it. It spells D-I-C-K-S-O-N. Okay. So the model number of your Linksys router is an EA3500. Okay. Now, before we proceed, Heather, I would like to set expectation regarding of the status of your router. So as of now, we are no longer manufactured this one. So this Linksys router is reach its end of life and end of support. So I highly recommend.
04:00
Speaker 1
Okay. Um, whatever we need to do, um, if we can get, if we have tech or somebody that can come out, I mean, whatever we need to do, I'm sure they'd be willing to do it cause we need the Internet. Okay. Thank you.
05:00
Speaker 2
oh that it's time for you to do an upgrade or purchase a new one. But as much as I really want to help you Heather, we are no longer offering live support for end of support devices from Linksys. But you can feel free to visit our support site or search online for some results.