Transcript
Welcome to the Lenovo Warranty Service Program
| © 2006 Lenovo
Introduction • • • • • •
Actions required to become warranty authorized Education – future updates will be mailed automatically, no charge Eclaim.com – the web based application used for all warranty transactions Service and Support Guide (SSG) – your online reference guide for all warranty information Service and Support Profile Management (SPM) – offers access to Lenovo Technical information, SSG, and other technical sites as well as access to training records and company contact information. ThinkPad Protection - Lenovo Service offering covering accident damage under normal operating conditions
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Lenovo e-Learning Profile Requirements Getting Started/Training Checklist Apply to warranty program
Inform Business Partner
No
Email sent to Service Manager with SPM Auth ID / Pin
Yes
Service Manager Logs onto SPM and creates Admin / Technicians Auth Id / Pin
SPM Registration completed
Admin / Tech logs onto SPM to create Etraining
Log onto SPM www.lenovo.com/ spm
Related Links click on Education
Warranty Start up kit shipped / Start Up Presentation reviewed
Click on Lenovo Business Partner Registration (E-training profile)
Start Training Warranty Basics
Administrator RXWA 0
Complete E Training Profile
Failed Retake
Technician RXWT 0
Pass
Brand Specific Training RTC05 / RDC05
Pass
Technician able to process warranty claims via eclaim.com
Pass
Location Id Turned on for Warranty Service
Send email for eclaim serial number / password support@ecl aim.com
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Service and Support Profile Management (SPM) www.lenovo.com/spm
| © 2006 Lenovo
Logging on to SPM •
At the Sign in screen, click the 'Sign in' link to be taken to the login page.
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Logging on to SPM •
Enter your Web ID and password. If you don't already have one, click on the Register link to obtain a Web ID/PW.
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SPM Registration
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Logging on to SPM •
The first time you access the system it will prompt you for your authorization ID and pin number. If you do not know your authorization ID and pin number you can contact the SMSC, they will email them to you. Service Managers will send Auth.ID’s and Pin #’s to new contacts.
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Logging on to SPM •
The home page for the SPM has links to access the SSG, Eclaim, Education, Warranty Lookup, Parts Lookup, and ECAs.
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www.lenovo.com/spm
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www.lenovo.com/spm
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Required Training
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RXWA0 – Warranty Basics for Administrators – At least one person at your location must complete this course and once they complete the test on the web your location id will be activated. May take 48 hours for the systems to reflect warranty authorization. RXWT0 – Warranty Basics for Technicians – Each technician must complete this course. Product Specific Training Expires after 1 year *RTC05 – CD based training for Thinkpads. Testing on the web (www.lenovo.com/spm). *RDC05 – CD based training for Desktops. Testing on the web (www.lenovo.com/spm).
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SPM – Main Page
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Granting SPM Access •
Service Managers and Administrators have the ability to grant read-only contact, read-only company, or admin access to any contact at the location(s) they have admin access to. Select the locations link from the left side of the page, Click on the Location ID you wish to edit. click Associated Contacts, Select the contact name that requires access, Click on View Privileges, click on Edit, and select the access level for each company. Clicking Update, then Done will grant user access.
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Sending Users Auth/Pin The contact can now access the SPM by registering for a Web ID and entering their auth/pin. If they don't know their auth/pin their administrator can send it to them. The admin would click on the contact name and click the “Auth Id” in the middle of the page, then click the “Resend PIN” link on the right
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View Company Profile From the locations page, the user would select the location id they want to view. Next click the Company Info Tab in the middle of the page. They can now view address information, brands authorized to service (based on training), and technical training.
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View Contact Profile From the locations page, the administrator would select the location id they want to view, then click on the Associated Contacts link. The administrator can Add a New Contact (which will be approved by Lenovo admin), Move to Location (which will allow admin to select another location within his access level to move contact to - will be approved by Lenovo), or Remove from Location (will be approved by Lenovo admin).
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View Training •
From the locations page, the user would select the location id they want to view, then click on Technical Training link on the right hand side.
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Service Support Guide
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Warranty Self Maintainer - Service Support Guide
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Approved Servicer Providers - Service Support Guide
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Warranty Policies (what is covered and what is not covered under warranty)
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Eclaim.com
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Eclaim is the web based application used for all warranty transactions, including warranty parts ordering. Once the systems reflect completion of RXWA0 (two business days after test completion), email
[email protected] to request an eclaim serial number and password. The email must include your name, five digit location id, email address, company name and telephone number.
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Your eclaim login information will then be emailed back to you within eight business hours. Once your technicians have completed the necessary training you will be set up for placing claims. (Your logon will give you access to https://wca.eclaim.com ) The Service Management Support Center can support you on any non technical questions you may have with Eclaim. SMSC – 800-426-3391 Please call EDS for (Eclaim) technical support. 949-450-9150 (option 2, then 1)
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Eclaim.com (continued)
Performance Measurements are also found in eClaim
12345 Computer Company 5 Main St. Anytown NC 55555
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Eclaim.com - User Accounts and Security Best Practices • •
Additional Eclaim Administrator accounts Have more than one Eclaim Administrator account for your Eclaim Serial Number (you can have up to three). The Eclaim Administrator account is important because it is able to add and delete users within the Eclaim Serial Number as well as change user account information, including User ID, password, and authorizations to Eclaim functions. Having a "backup" Eclaim Administrator account can be very helpful.
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If you are an Eclaim Administrator, you can see a list of all login accounts for your Eclaim Serial Number by selecting the User Access Control menu item. The User Access Control function will display a list of all users for your Eclaim Serial Number, with their user ID, last name, first name, group (which indicates if they are an Eclaim Administrator or User type), active indicator, and last access date and time. If no other user in the list displays "Eclaim Administrator" under the Group heading, there is no secondary Administrator. To update an existing user to the Eclaim Administrator group, click on the user’s User ID and select Eclaim Administrator in the User Group field.
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Do not share Eclaim logins Each person accessing Eclaim.com should have their own Eclaim login account, with their own User ID and a password that only they know. This provides the best security for the Eclaim application and your business data.
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If you are an Eclaim Administrator, you can add users by selecting the User Access Control menu item and clicking the "Add New User" button.
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SPM Service Manager It is important to keep your Business Partner information up to date in the Service Partner Management (SPM) system, particularly the Service Manager information. Eclaim Technical Support uses the Service Manager information to confirm password reset requests from Eclaim Administrators. Note that password reset requests received from those with user level login accounts are referred to the local Business Partner Eclaim Administrator. Eclaim Technical Support can only reset passwords for Eclaim Administrators, and only when the Service Manager can be verified in SPM. Password resets for Eclaim Administrators can be avoided if a secondary Administrator has been created for the location (see instructions above). Eclaim Administrators can reset passwords for both the user group level and the administrator group level.
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You can access SPM at http://www.ibm.com/pc/partner/spm/. Please review the SPM "Contacts view" for the current designated Service Manager, indicated as contact type "SM".
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Maintaining Eclaim logins Eclaim is designed to be a "self managed" application, meaning that each Business Partner Eclaim Administrator is responsible for the management of login accounts for their Eclaim Serial Number. The issuance of Eclaim.com User IDs and the protection of User ID passwords is the sole responsibility of the Business Partner. It is highly recommended Business Partner Eclaim Administrators periodically review the active Eclaim users for their location and remove inactive or unnecessary users.
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Do not send passwords in email Whenever you communicate Eclaim login account information to Eclaim Technical Support or anyone else, do not include the password in email. Communicate the password by phone if required.
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If you have any questions regarding this information, please contact Eclaim Technical Support at (949)450-9150 option 2, or e-mail us at
[email protected]
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ThinkPad Protection
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ThinkPad Protection
continued…
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ThinkPad Protection
continued…
2. Verify repairs are within the terms and conditions of ThinkPad Protection coverage 3. Perform Problem Determination and identify parts required. 4. If problem determination results in three major components or more (system board, processor, & LCD) call 1-800-426 SERV to have the unit sent to the depot for repair. 5. All parts required for repair must be submitted on one eclaim (multiple line items if more than one part is required) 6. All normal fields in eclaim must be entered 7. You must enter the word “PROTEC” in the fail code field in eclaim for each line item 8. Complete and submit claim as normal and follow normal warranty part return guidelines.
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ThinkPad Protection
continued…
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Service Management Support Center (SMSC) 1-800-426-3391,
[email protected] • • • • • • •
The SMSC is a non-technical remote support center to assist you with issues such as : Warranty operations management Lenovo warranty policy and business practices Warranty processing exception requests Eclaim.com non-technical assistance Warranty start up and authorization Information on A+ and warranty training requirements
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Warranty Claim Center (WCC) 1-800-388-7080 Option 3, then 1 •
The WCC is a remote support center to help with issues such as :
• • • • • •
Warranty Claims Tracking Shipments Returns (Receiving Center) Back Order Support Provide Assistance for Problem Claims Call Tags for Returning Parts
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Commonly Used Telephone Numbers and Websites :
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SMSC
• • • • • • • •
Dealer Tech Support WCC National Parts Center Eclaim Support Center CompTia Eclaim Lenovo Training Solutions Training
800-426-3391 or
[email protected] 800-426-7763 800-388-7080 (option 3,1) 800-388-7080 (option 2,1) 949-450-9150 (option 2,1) 630-268-1818 http://wca.eclaim.com 800-937-3737 (option 2) www.lenovo.com/spm
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Review Checklist • •
• • • • •
Review of Start Up Kit Contents Business Partner Website – Technical Website – Parts Lookup, Engineering Changes, Tips – Education – Unique username/password – Product Entitlement – Service Support Guide – Eclaim – Unique username/password – Service and Support Profile Management (SPM) -Service manager access only ThinkPad Protection User Name, Passwords Education Requirements, Administrators and Technicians Support Teams, Phone Numbers & URLs Not sure? Call SMSC @ 800-426-3391 or email
[email protected]
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