linksys

phone log in : 364439
Badge ID : 21616 Christine
Badge ID : 21587 Dendo Densing
Badge ID : 15800 chloe
Badge ID : 14895 raymart
Badge ID : 18754 Miss Rachel
Badge ID : 20893 sir ALdrew
Badge ID : 27064 sir Kirbs
Badge ID : 22018 hofner
Badge ID : 21073 Sir Ken

Linksys Tech  # 1-800-326-7114
Linksys CS    # 1-800-546-5797 (3-3-4)
Linksys Velop # 1-800-986-0518

http://cxdashboard/linksys/poesales/add3.php?badge_id=22018
http://forums-tac.linksys.com/t5/LATAM/Router-RMA-Escalation-Checklist-Linksys/m-p/697207
https://www.tickcounter.com/timer
tac.linksys.com/training/ICE

Connecting Third Party Devices to Wireless Network
http://forums-tac.linksys.com/t5/Byte-Sized-Training/Connecting-Third-Party-Devices-to-Wireless-Network/m-p/517890#M1220


157327 -open vpn article
139826 -article number for Linksys router user guide
205577 -article number for Linksys Range extender user guide

Concern:

Model:
S-N:

Name:
Phone:
Email:

ISP:
OS:

Troubleshooting Steps:
- checked entitlement status of device
- informed about the Hardware Warranty.
-

-----------------------------------------------------------------------------------------
"THANK YOU FOR CALLING LINKSYS , THIS IS _ , CAN I HAVE THE MAKE AND MODEL OF YOUR LINKSYS DEVICE PLEASE?


WARM TRANSFER:

HOLD + CONFERENCE + (dial)+talk to REP. + CONFERENCE + TRANSFER + RELEASE
CS: 2757 MON-FRI: 6AM - 8PM ;SAT: 8AM-5PM
CS: 1-800-546-5797 (3-3-4)
ST: 2751
VELOP: 362231 (1-800-986-0518)
FG:362174 (CG7500, WRT32X, EA9300)
SMB: 362227 MON-FRI 5AM-11PMPST)
SMB: 877-855-6899

warm spiel:

" THIS IS HOFNER FROM LINKSYS L1 BADGE ID 22018, I HAVE A CUSTOMER HERE HIS NAME IS _________ CASE NUMBER IS _____CX "CONCERNS "

CALL BACK :
AUX9 + 90541 +CX NUMBER


Initial Set-up (Router)

Troubleshooting Steps:

- checked the entitlement status of the device.
- informed about the Hardware Warranty.
- checked if cx was able to access or be connected to the internet "via" modem using his device(s).
- understand the nature of his network
- checked the cabling.
- accessed UI using the default gateway 192.168.1.1
- informed the cx that he/she can customize/personalize his wireless settings.



- performed hard reset on the "router"
- performed hard reset on the "Extender"
- educated cx about the difference between 2.4GHz and 5GHz
++++++++++++++++++++
Initial Set-up (RE+++)

Troubleshooting Steps:

- checked the entitlement status of the device.
- informed about the Hardware Warranty.
- checked if what LED lights is showing on his Extender
- advice cx that LED light should be solid green.
- accessed UI using the default gateway 192.168.1.1
- configured his extender to synchronized with the router.

++++++++++++++++++++
Change WIFI-Settings or Password

Troubleshooting Steps:

- checked the entitlement status of the device.
- informed about the Hardware Warranty.
- accessed UI using the default gateway 192.168.1.1
- walk through the cx on how to check his wifi's username and password.

---------------------------------------------------------------------------------
Hi Guys,


DIRECT CONNECT/UNLIMITED CALL FLOW4


ENTITLEMENT STATUS
• “The system shows that your device’s Hardware Warranty will expire on <insert date here>. That means you’re entitled to receive complimentary phone support for manual troubleshooting for the remainder of the warranty.”

• ”I’ll give you instructions on how to <lay out troubleshooting steps>. Normally, it takes around 35 minutes to resolve this.”

DIRECT CONNECT/UNLIMITED SOFT PITCH
• “Another option we have is our Direct Connect Offerings which are a remote access service where I can securely connect to your computer and do the troubleshooting steps for you. Most customers prefer this option because it increases our ability to resolve your case, it’s less time consuming and more convenient. While there is a fee for this, it is 100% refundable if I am unable to get you back online. Would you like to learn more about this?”



Customer Says “Yes”
“Great! I think you’re making a great decision by choosing this plan! We actually have 2 options for you, the first is a per incident plan with a 14-day grace period that goes for $9.99, but what I would recommend is the unlimited support for the duration of your hardware warranty for just $19.99. Which of the two would you like to go with?”
*After explaining the options to the customer, agent should only proceed with charging/completing the sale if Triage works.


OBJECTIONS & REBUTTALS
• If No, or No Interest is shown: we should make one attempt at a rebuttal.

Sample:
– “(Customer Name), no problem, I fully understand, j ust wanted to make sure you didn’t want to make use of this popular remote access option since it’s typically more efficient and convenient.”
• If customer is still not interested, agent should proceed with Complimentary Assisted Support

Sample:
– “Great (customer name), I fully understand. As mentioned earlier in the call, you are fully entitled to the complimentary phone support for manual troubleshooting. Let’s get things started and get you taken care of…”

*Agents should not remind customers of DCU at the end of the call even for resolved cases


DETAILED DESCRIPTION OF THE ISSUE:


HISTORY: na
When does the problem occurs: na
How often: na


RELEVANT NETWORK INFO:

Computers’ OS and Service Pack info:
ISP Modem (Brand, Model & hardware version):

Wired
Number of wired computers:
Frequency of wired disconnection issues; na
Other details about wired disconnection issues: na

Wireless
Number of wireless computers:
Brand of built in Wireless adapter:
Model and version of wireless adapter:

Wireless Security: na
Wireless Channel: na
Wireless SSID: na
Wireless status bars: na


TROUBLESHOOTING:



RESOLUTION/CLOSING REMARKS:

Technician’s idea of what the root cause/real problem was?
Have you seen this issue often enough to consider it as a possible product bug? na
Customer agreed to close the case: YES
Customer agreed issue was: RESOLVED
Customer satisfied: YES

2.4GHz and 5.0GHz
-The primary differences between the 2.4 GHz and 5GHz wireless frequencies are range and bandwidth. 5GHz provides faster data rates at a shorter distance, whereas 2.4GHz offers coverage for farther distances, but may perform at slower speeds. ... Higher frequencies allow faster transmission of data, also known as bandwidth.



SETTING-UP IP ADDRESS.
Setting-up of static IP is easy. Just verify if those static IP numbers are actually working. To test that:
Connect computer directly to the modem, set the computer to static IP address (the one that the ISP gave the customer). Computer should go online. If not, ask customer to verify it with ISP.

After that, connect the modem, router and the computer. Set the computer back to Obatin IP/DNS automatically. Set router's internet connection type to Static IP address. Input the static ip address numbers. Save the settings. Then, Viola! Computer is now online.

OUT OF WARRANTY

I was able to Validate the entitlement status of your device and it shows here that hardware warranty and phone support has already ended last______________ it means we cannot provide advance troubleshooting steps anymore, however ... if you want to make your device working again we have this extended service offerings that we could offer. you have two options, first option is Phone connect this one is per incident PLAN it has 14 day grace period or 2 weeks, has remote access, where in I can securely remote access your PC and do the troubleshooting step for you, this one goes for $29.99. the second option is Phone connect 6 uhm.. this one will extend the phone support for 6 months has a remote access as well and goes $39.99. all of these are 100% money back guarantee if were unable to resolved the issue.

IN WARRANTY

I was able to Validate its entitlement status and it shows here that you are still covered for 1 year of hardware warranty and phone support so I can Manually guide you and walk you through all the troubleshooting steps that is needed, however if you want this to be easy,then we have this promotion what we called them is direct connect it means we can securely remote access your computer and do the troubleshooting steps for you , for only $9.99 you will have this deal for 2 weeks .but what I would highly recommend is the Direct Connect Unlimited, you will still have same benefits the only difference is that this one will cater the remainder of your warranty, for only $19.99 instead of having 2 weeks remote access its gonna be change into 1 whole year  ,most of our customers prefer this service because it may increase our ability to resolve the issue.