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Name:
Phone #: ---- Should you call us again, you can use the phone number as means for us to pull up your record.
Email @dd: ---- For Quality Assurance purposes, you may be selected to receive a survey regarding your service experience.
"To start off, may I have the Model and Version number of your Linksys device?
Model #:
"To validate the entitlement status of Linksys device, may i have your serial number please?
S/N:
How may I help you today? ☺
Acknowledge ---- Empathize ---- Probe ---- Paraphrase ---- Assure
*Probable Cause - Transition*
∙Entitlement Status∙
"The system shows that your device's Warranty (will expire on) / (Were valid only up until) *Date*"
☺Warranty☺
"That means you're entitled to get complimentary phone support for manual troubleshooting over the phone for the remainder of the warranty. I'll provide you with instructions on how to (Troubleshooting steps). Normally, it takes around 35 minutes to resolve this type of issue."
The second option is our Direct Connect Offering which is a remote access service where I can securely connect to your computer and do the troubleshooting for you. Most customers prefer this option because it increases our ability to resolve the case
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