Additional Functions User Guide

Transcription

1 Additional Functions User Guide Date: April, 2016 Lenovo Warranty Claims User Guide 1

2 Index Overview... 3 User Preparation... 3 Log In... 3 Password Formats... 4 Welcome Page... 4 Warranty Lookup... 5 Machine Type & Serial... 6 Entitlement Lookup Results Example... 7 Serial Not Found... 7 Create Claim... 8 Product Lookup... 9 Part Lookup Part Lookup Results ECA Lookup ECA Lookup Results Reports Claim Data Export Multiple Failure Report Performance Scorecard North America Service Management Support Center Lenovo Warranty Claims User Guide 2

3 Overview The purpose of this document is to provide step-by-step instructions on how to use the Lenovo Services Portal, in addition to providing information on how the claims portal relates to the Lenovo Warranty process. User Preparation The User will have access to the web based Lenovo Services Portal to process warranty claim orders and/or manage the Location s information and contact profiles. In order to access the Lenovo Services Portal, the User must meet the below listed requirements. Internet Explorer 10 or Chrome User ID and Password to log in to the Lenovo Services Portal Service Manager, Claim Administrator or Profile Administrator role Access to the documentation available in the Service Support Guide (SSG) Log In Access the Lenovo Services Portal corresponding to your Location. Business Partners: access Lenovo Warranty Claims User Guide 3

4 Please contact the SMSC to request the creation of a new User ID. The User ID and Password will be sent to the contact s designated address. If your User ID starts with U121*, you may use it to log in to this new Portal using the below initial password. If your User ID starts with U997*, you will receive your new User ID to your registered address. Initial password is 12!@lenovo. The system will immediately require a password change, for security reasons. Password Formats At least 8 digits Alphanumeric Contain at least two numeric characters Numeric characters should not be placed as first or last character Should not have consecutive repeated characters Note: Passwords are case sensitive. Should you have any issues with passwords or require a password to be reset, please contact the SMSC. Note that the system will not function properly if there are two simultaneous sessions for one User ID. Welcome Page The Lenovo Services Portal Home Page will display the different tabs available in the top navigation menu, which are dependent on the role permissions of the User ID, and a left navigation menu with access to the different functions within each tab, and useful links related to the Warranty process. Lenovo Warranty Claims User Guide 4

5 As a Business Partner, and depending on the roles assigned, the User will have access to the below listed tabs. Home: Displays contact information. External Claim Admin: Enables the User to create warranty orders External Profile Admin: Enables the User to create and manage contact s profiles. Claim Viewer: Shows detailed information on submitted claims. Reports: Provides a variety of customizable reports to obtain information on submitted claims and the Location s performance. Change Password: Enables User to change his password. Warranty Lookup The Lenovo Services Portal provides the functionality to validate warranty entitlement for a specific machine type, model and serial number combination. Click on Warranty Lookup on the left navigation menu from the Home page. The Warranty Lookup screen will display. Lenovo Warranty Claims User Guide 5

6 Machine Type & Serial Enter the full machine type and model to accurately retrieve the unit s warranty entitlement information. Once the unit s information has been completed, click on Submit. Lenovo Warranty Claims User Guide 6

7 Entitlement Lookup Results Example Entitlement Results are presented in two distinct sections. Warranty Entitlement and Description; contains the information on the base warranty and upgrade warranty information, if applicable. Please be aware that the warranty upgrade may have a different service delivery and a different start and end date than the base warranty. Parts Information; displays a list of part numbers available for the specified machine type; note that this list will not contain all part numbers available to order. Serial Not Found If the serial number entered is not found, it may be due to one of the below listed reasons. Incorrect Machine Type, Model or Serial Number entered Machine Type/Serial combination does not exist in our database; if the user has a proof of purchase that validates the unit s warranty, the user may send it to the Registrations team at to have the unit s warranty registered Lenovo Warranty Claims User Guide 7

8 Create Claim The user may start processing a warranty claim order from the Warranty Lookup screen (recommended), which will automatically populate the unit s information for the claim submission process, by clicking on Create Claim. Note that this is the recommended process, as it allows you to validate a unit s entitlement prior to start the claim creation process. Lenovo Warranty Claims User Guide 8

9 Product Lookup The Product Lookup function is available through the left navigation menu on the Home page; allowing you to obtain the BOM for a specific Machine Type and Model combination. Enter the Machine Type and Model combination and click Submit. Note that you may optionally select a Commodity Code, if you know the commodity of the part you are looking for. Lenovo Warranty Claims User Guide 9

10 The CRU Tier level indicates the expected level of service required and determines the labor reimbursement rates for a warranty claim order. The Scrap/Return disposition indicates if the replaced part requires to be returned for a claim order or if it may be scrapped. Part Lookup The Part Lookup functionality allows the user to locate parts and determine which parts are orderable for a specific product; click on Part Lookup on the left navigation menu on the Home Page. Part Lookup Results The results will display a listing of all the Machine Types that have the specified part number associated; the returned results will include the part s description and disposition. Lenovo Warranty Claims User Guide 10

11 ECA Lookup An ECA, or Engineering Change Announcement, where Lenovo has determined that there is an issue with a particular part or product may be addressed with a specific part replacement. These ECAs are identified by a unique number that is associated to the affected Machine Type and Models only. An ECA can be announced at any time for specific parts that may potentially have an expiration date greater than the warranty expiration date. Lenovo Warranty Claims User Guide 11

12 You may input the Machine Type or Machine Type/Model combination, and once completed click on Submit. ECA Lookup Results For more information regarding the ECA conditions (applicable machine type/model, expiration dates, etc.) please visit our esupport site at Lenovo Warranty Claims User Guide 12

13 Reports Reporting functionality is available through the Reports tab. The available reports listed depend on the user role permissions. For Service Manager and Claim Administrator roles, the below listed reports are available. Claim Data Export Multiple Failure Report Performance Scorecard North America Profile Administrator roles will only have access to the Claim Data Export report. Claim Data Export The Claim Data Export report allows the user to retrieve claim order details, while providing the functionality to filter and narrow the search with different criteria. Lenovo Warranty Claims User Guide 13

14 If you are associated to multiple Locations, select the Location ID for which you would like to retrieve the claim details. Select filters and complete fields as necessary. Once completed, click on Execute. The report results will be displayed. Lenovo Warranty Claims User Guide 14

15 If you wish to export the results, you may click on Local File, and select the corresponding format to export. Multiple Failure Report The Multiple Failure Report will allow you to identify and retrieve warranty claim orders that were submitted for the same serial number within a 30 day period. Lenovo Warranty Claims User Guide 15

16 You will be required to select a date range and Location ID. If you are associated to multiple locations, the report allows for multiple Location ID selection. You may complete further fields depending on your selection criteria needs. Once completed, click on Execute. If you wish to export the results, you may click on Local File, and select the corresponding format to export. Lenovo Warranty Claims User Guide 16

17 Performance Scorecard North America The Performance Scorecard provides information on a specific Location s Performance rates. First Time Fix Parts Per Machine (parts efficiency) Projected Pay for Performance bonus -30% - No Bonus, Under-standard Reimbursement Rates 0% - No Bonus 30% 75% Input or select your Location ID and click on View Scorecard Report. Lenovo Warranty Claims User Guide 17

18 Service Management Support Center The SMSC is available from 9 A.M. to 5 P.M. Eastern Time, Monday through Friday. You may find listed below the SMSC contact channels: smsc@lenovo.com Chat: smsc.lenovo.com User: ASP / Password: smsc123 Phone: Lenovo Warranty Claims User Guide 18