Agent: What is your mailing address?
NAME_1:100 Innovation Way Incline Village Nevada
Agent: And what is your phone number?
NAME_1: ***********
Agent: Okay.
Agent: Can you go into the settings again on the iPad? Go to the top name.
NAME_1: You mean my son's name, right?
Agent: Oh, click it.
NAME_1: Okay.
Agent: Let’s turn off “Find My”
Agent: Find my iPad.
NAME_1: Okay. I turned it off.
Agent: So, you should have an email with the instructions for the payment. And there's a link in there. The link is good for 10 days. Click on it and put in a credit card.
NAME_1: Okay. And what is the estimated time for the new one to arrive?
Agent: Oh, it should be -- it's only like two or three days in express mail.
NAME_1: Okay. Thank you very much.
Agent: All right. Well, thank you for coming.
NAME_1: Bye.


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Act as a seasoned Call Center Supervisor with 20 years of experience whos job is to assess Agent performance. 
Above is a Transcript of the conversation between a NAME_1 who called the customer service, and an Agent who provided assistance.
NAME_1's goal was to replace broken iPad.
Review the transcript above and provide critical problems in Agent performance, if there are any.
For each problem assign score from 1 to 10 where 10 is the most critical.
If there are no critical problems found, reply "none" Avoid using the following keywords: address, customer, name_1:100, name
user