Warranty Claims User Guide

Transcription

1 Warranty Claims 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... 5 Home Tab... 5 Processing Claim Orders... 6 Screen 1 Entitle Claim... 8 Location ID... 8 Service Type... 9 Product/Serial Number Service Date Technician Service Delivery Type Screen 2 Results Part Selection Screen 3 Completing Claim Information BP Claim Reference ID Adding Customer Information Part Shipment Information Comments & Failure Description Submitting the Claim Screen 4 Claim Confirmation Search Claim Function Viewing & Exporting Claims Filter Criteria View Claim Function Lenovo Warranty Claims User Guide 2

3 View Screen Results View Screen Part Information Part Status Comments & Failure Description Projected Payment Information Service Management Support Center 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. Lenovo Warranty Claims User Guide 4

5 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. 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. Home Tab Contact information pertaining to the Authorized Service Providers Program is displayed on the Home tab. Lenovo Warranty Claims User Guide 5

6 Processing Claim Orders Click on the Home tab in the top navigation menu; access the Warranty Lookup function, complete the Serial Number, Product ID, and Country and click on Submit. Lenovo Warranty Claims User Guide 6

7 The entitlement information will be displayed below; make sure that the warranty entitlement is active and click on Create Claim. Lenovo Warranty Claims User Guide 7

8 Screen 1 Entitle Claim The User will be prompted to complete the mandatory fields so that the system may determine if the claim submission process may continue. All mandatory fields are marked with a red asterisk (*). Location ID Click on the Select Location button to display a list of all available Locations associated to the User s profile. Select the Location ID by clicking on the button to the left of the row, and click on Select. The selected Location ID will be populated in the claim order. If there are multiple Locations listed, you may use the arrow buttons to navigate the different pages. Lenovo Warranty Claims User Guide 8

9 Service Type Note that there are seven distinct Service Type options for the User to select from. Click on the drop down menu to display the list of available Service Type options. Accidental Damage Claim must be selected for units that have suffered accidental drops or spills, provided the unit is covered. Customer Limited Warranty must be selected for regular warranty repair. Claims may be entitled electronically or by proof of purchase. Claim labor paid is based on warranty service (On-Site or Carry-In), entitlement and delivery. Lenovo Warranty Claims User Guide 9

10 DOA Claim may be selected when a replacement part requested on a previous warranty order was received defective on arrival. When DOA Claim is selected, the same FRU number as the one in the original claim must be ordered. The DOA claim must be submitted against the same serial number within 10 days of the original part s shipment date. The original claim order number must be entered in the Original Claim field. No additional parts will be allowed to be ordered. Labor Only Claim may be selected when a service is performed but no part is required. Users will be prompted to describe the labor performed while completing the warranty claim. Fully document the service performed in the description field within the claim order. Labor only claims are subject to a manual audit. Lenovo will reimburse Authorized Service Providers (ASPs) for labor only repairs, provided they are related to a hardware warranty defect. Valid labor only claims include reseating loose circuit boards or cable, mechanical or electrical adjustments. Items NOT eligible for warranty reimbursement are adjustment of customer level controls, such as front panel monitor controls; software problems & updates including the operating system, application programs, firmware and BIOS; installation, configuration and setup, telephone assistance and customer training. ECA Claim Order may be selected when a valid ECA has been issued by Lenovo. The ECA number will have to be provided in the designated field. Option Claim Order may be selected when performing repairs on external options, such as keyboards. The Serial Number field will be grayed out as it is not required; however, a proof of purchase for the option part must be sent to the SMSC for validation and approval. The POP Date field must be completed in the second screen of the claim submission process; otherwise the system will prevent the claim process from continuing. Pre-Customer Limited Warranty has been discontinued and is no longer supported. Please do NOT select this service type under any circumstance. Product/Serial Number Complete the Product and Serial Number fields. If you have started the Claim Submission Process from the Warranty Lookup function, this information will be already populated. Lenovo Warranty Claims User Guide 10

11 Service Date Select the Service Date by clicking on the calendar button and selecting the date from the displayed calendar. Note that a Service Date exceeding 15 days prior to the current date may not be selected. No future dates may be selected, as it will cause a hard stop error. Technician Select the technician by clicking on the list button, which will display a list of all available technicians associated to the selected Location ID. Lenovo Warranty Claims User Guide 11

12 If there are multiple technicians listed, you may use the arrow buttons to navigate the different pages. You may also filter the list by entering search criteria in the first fields. Select the desired technician by clicking on the button to the left of the technician list. Service Delivery Type There are three different Service Delivery Type options: On-Site: labor and travel reimbursement Carry-In: labor reimbursement Parts Only: no reimbursement Note: Parts Only should NOT be selected as this option will block labor reimbursement on the claim order processed. Users should select On-Site or Carry-In and allow the system to determine the labor reimbursement eligibility. Lenovo Warranty Claims User Guide 12

13 Once all required fields have been completed, click on the Continue button to proceed to the next step. Note that if you need to reset the entered information, by clicking on the Clear button, all the completed fields will be reset. The system will display any errors that will prevent the claim submission process from continuing in red, but will display in yellow any errors that should be taken under consideration, even though they will not prevent the claim order from being processed. Lenovo Warranty Claims User Guide 13

14 Screen 2 Results The results will provide entitlement information in three particular areas. Tech Qualified: indicates if the selected technician has completed the corresponding training courses to be qualified to service the product selected. It is possible that an unauthorized or incorrect technician has been selected, the Change Technician option will take the User back to the previous screen to change the technician selection. Brand Authorized: indicates if the Location ID selected is authorized to service the selected product brand. Warranty Type: displays the base and, if available, upgrade warranty entitlement information of the unit. If the unit is not under warranty and a valid Proof of Purchase indicating otherwise is available, the POP Date field must be completed to allow the claim process to continue. Input the date of the Proof of Purchase and continue with the claim submission. Note that the claim order s reimbursement will be blocked until a copy of the Proof of Purchase is sent to the SMSC for validation and approval. Lenovo Warranty Claims User Guide 14

15 Part Selection At least one part must be selected for the claim submission process to continue, with the exception of Labor Only claim orders, which do not allow part ordering. Note that there is a maximum of five parts per claim. You may navigate the different orderable parts for the unit selected by using the arrow buttons. Note that the complete BOM for the selected Machine Type will be displayed under the parts list. You may also filter the listed part numbers by entering filter criteria on the top fields. Part number, description, serial number, product id or machine type may be used as filter criteria. Select the required part by clicking on the check box to the left. Click again to remove the check mark and de-select the part. Once a part is selected, it will appear listed on the Claim Details section. Lenovo Warranty Claims User Guide 15

16 There are three options available at this screen: Continue: proceeds to Screen 3 of the claim submission process Back: goes back to the previous screen to allow corrections Cancel: will cancel the claim submission process Screen 3 Completing Claim Information The User will need to complete the customer and shipping address, as well as the failure description. You may click on the box to collapse or expand the Product Entitlement Information section. BP Claim Reference ID The User may optionally complete the BP Claim Reference ID field with an internal Dealer reference number, which will be displayed in the lower section of the packing slip when the part is dispatched. Lenovo Warranty Claims User Guide 16

17 Adding Customer Information The User must complete the customer information. Country must be selected when entering the customer address information. While the country field will allow you to input any letter and populate automatically, please be advised that an incorrect country may be selected, as your country populated by default, and may not be first in the drop down list. Once the country has been selected, the selection for the State field will be narrowed (in Canada this field will correspond to the province) to the states/provinces within your selected country. Lenovo Warranty Claims User Guide 17

18 Complete the remaining required fields in the customer information section. By checking the Save as Regular Customer box, you may save the entered information for future use when submitting claims. Part Shipment Information The User will be required to complete the shipping information for the ordered parts. Lenovo Warranty Claims User Guide 18

19 Three different address types are presented for selection. Once selected, complete the rest of the necessary information. Dealer: this option will populate the address with the address stored in the Location s profile. Customer: this option will populate the address with the Customer Address Information completed in the previous step. Alternate: this option will allow the User to complete the shipping information manually. Note: The Contact field can be manually edited in all three options. If a new address is entered, the system will prompt if you want to save the information for future claim orders. If you edit an existing address, the system will allow you to save the changes. Comments & Failure Description The Failure Description field is mandatory. It is important that the User provides sufficient information to detail the repair required, which may be used for audit purposes. In addition, the User may add any comments that are deemed necessary. Lenovo Warranty Claims User Guide 19

20 Submitting the Claim Once all the required information has been completed, the User still has the option to go back and correct any information previously entered by clicking on the Back button, or cancel the submission by clicking on the Cancel button. The order can be submitted at this point by clicking on the Submit button. A last confirmation dialog will pop up. Screen 4 Claim Confirmation If Yes is selected in the confirmation dialog, the final screen of the claim creation process will be displayed including the claim order number, which is a unique identifier for the warranty claim order processed. Note that this number is automatically generated by the system and your submitted claim numbers may not be processed in a sequential order within your Location ID. Please be aware that once a claim order has been submitted, the system will not allow the modification of any of the information completed in the claim processing steps. Lenovo Warranty Claims User Guide 20

21 The claim order will maintain different possible statuses throughout the claim cycle. Released: Claim has been acknowledged and is currently open. The claim may appear in released (open) status if it is awaiting a parts delivery. POP Pending: The warranty entitlement in our records shows the unit as being outside of the warranty coverage period, and the Business Partner should provide a POP copy to prove the unit is covered under warranty. Lenovo Warranty Claims User Guide 21

22 Once approved, the warranty claim s status may flow to Released or Completed, depending on the ordered parts statuses. Completed: The warranty claim order has completed its cycle: all returnable parts were returned, all scrap parts have been delivered to the partner, and there was no POP required or it was already presented. Credit Memo Charged: If returnable part is not returned or POP is not presented, claim will move to this status automatically after a predetermined amount of time. Closed: The warranty claim order has been processed for payment, or the warranty claim order has not been completed within the stipulated timeframe and has been invoiced by the SMSC Finance Team. Search Claim Function The Lenovo Services Portal provides the functionality to search for a claim order placed. Depending on the access level, the User may find the search function on the left navigation menu panel under one of the below listed tabs: External Claim Admin: if the User has Claim Administrator role Claim Viewer: if the User does not have Claim Administrator role Create Claim option will only be visible to Service Managers and Claim Administrators. The User will be presented with the Search Claim screen. Lenovo Warranty Claims User Guide 22

23 The search functionality allows the User to search using different criteria combinations; for example, if you wish to search for the Location ID, you may select one Location ID by selecting it from the available list under the Loc ID box; you may select multiple Location IDs by clicking the corresponding checkboxes, or you may also click the Select All checkbox. The system will require that the Start and End date fields be completed to limit the amount of data retrieved for reporting. If there are no other fields completed and you click on Search, the system will retrieve the data according to the selected filter criteria and display it at the bottom of the screen. Lenovo Warranty Claims User Guide 23

24 It is possible that the retrieved data is displayed in multiple pages. You may use the arrow buttons to navigate the different pages, or refine your search criteria to reduce the amount of information retrieved. Viewing & Exporting Claims Once the data has been retrieved, the User will have the possibility to view a claim order by clicking on the button on the left hand side of the desired claim row and clicking the View Claim button; all elements of the selected claim order will display on screen. With a claim order selected, the User may also export the data of the corresponding claim by clicking on the Export Claim button; this will prompt for a file download in an Excel spreadsheet or CSV format. To go back to the reported claim list, click on the Close button. In addition, the User will have the capability of printing the selected claim information from this screen by clicking on the Print Claim button. Filter Criteria There are several filter options for performing a claim search; for example, if the User knows part of a name, a like statement can be used, such as in the example depicted below, where it will find the oh group of letters somewhere within the Technician s First Name. Lenovo Warranty Claims User Guide 24

25 Using this search logic you may search for claim orders where the technician s first name starts with a specified combination of letters, such as Joh* when searching for John. Take under consideration that any filter criteria entered will limit the amount of data retrieved from the database. View Claim Function If you know the claim order number; you may use the View Claim function, available from the left navigation menu panel. Please note that this search function is not as flexible as the Search Claim function, as it requires you to know the warranty claim order number. Input the claim order number and click View Claim. The screen will display the claim data returned in the same screen; to be able to display all of the available information you will have to scroll down. Lenovo Warranty Claims User Guide 25

26 View Screen Results View Screen Part Information After a claim has been submitted, the part order will be processed by the Lenovo Services Portal and our parts vendor. When reviewing your submitted claim, note that there are three fields that will be updated during the claim cycle. Part Status Airbill/Return Airbill: outbound tracking number and, if it is a returnable part, an inbound return tracking number for the prepaid label provided. Lenovo Warranty Claims User Guide 26

27 Part Status The ordered part within a claim may display in one of the possible statuses during the claim order cycle. Open: The order has been created. Released: The order has been acknowledged by our system and sent to the Parts Vendor. Accepted: The order request has been received and acknowledged by the parts vendor and is currently being processed. On Hold: The part is currently out of stock and will ship once it becomes available. Shipped: Part order has been processed and shipped. Delivered: Part has been delivered to the Business Partner. Returned: Part has completed its cycle, meaning that a returnable part has been returned, or a scrap part has been delivered. Cancelled: Part has been cancelled. (Note that a substitute part may be shipped). Closed: Claim order has closed. Comments & Failure Description Lenovo Warranty Claims User Guide 27

28 Projected Payment Information The projected repair reimbursement will be displayed as Base Service Type, which will include the reimbursement amount at a part Tier level. If the claim order was processed as On-Site, a Travel reimbursement line will be displayed, if applicable. This section will also display the corresponding taxes, if applicable. Be aware that some situations may cause labor reimbursement to be blocked. Tech Not Qualified: the selected technician is not authorized to service the selected product. POP Required: the unit being repaired is not currently under warranty in our system; the claim status will remain in POP Pending until the partner provides a valid proof of purchase. Repeat Claim: the serial number of the unit being repaired has already been serviced in the last 30 days. Lenovo Warranty Claims User Guide 28

29 The User may also print the claim order information by clicking on Print Claim button, or click on Exit to clear the screen. Note: The View Claim function does not support wildcard searches; it will require you to enter the complete claim order number. Lenovo Warranty Claims User Guide 29

30 Service Management Support Center The SMSC is available from 9 A.M. to 5 P.M. Eastern Standard 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 30