Warranty Basics for Technicians and Profile Administrators (RWSW112)

Warranty claims must be submitted to Lenovo within ______ days of fixing the problem.

15

The Service Support Guide contains information on:

Authorized Service Provider requirements and Parts handling and return information

Your company's contacts and Location Profile can be updated using tools found on which tab of the Lenovo Service Provider's Portal?

External Profile Admin

Access to the Lenovo Service Provider's Portal is restricted to Service Managers only.

FALSE

CRU parts can only be ordered by approved technicians

FALSE

Lenovo Warranty Services offers an unlimited number of repairs up to the cost of the

FALSE

Lenovo reimburses the travel fee for all serial numbers in one location per day.

FALSE

Lenovo-approved Technicians are allowed to use non-Lenovo parts during warranty repairs, as long as the claim is submitted within 24 hours of fixing the problem.

FALSE

Which Lenovo Business Partner role is responsible for maintaining technician profiles in the Service portal?

Profile Administrator

Technicians must complete which authorization path before being assigned to a warranty claim?

RAService - Notebook, Tablet, Desktop & Workstation Authorized Technician

Who should you contact with questions on Lenovo policy, claim rejections, proof-of-purchase issues, non-technical service support, and warranty service training requirements?

Service Management Support Center (SMSC)

Invalid warranty claims include which of the following repairs? Select all that apply.

Software installation and configuration, Cosmetic repairs, and Repairs associated with non-Lenovo options

If the customer's proof-of-purchase indicates a warranty expiration date different than Lenovo's records indicate, the valid proof-of-purchase documentation is the final authority.

TRUE

Lenovo Authorized Warranty Service Providers (AWSPs) are required to have an 85% first-time fix rate.

TRUE

On a visit, a Technician repairs multiple machines at the same location. The Claim Administrator should list the first machine as On Site when filling out a claim in the Service Provider

TRUE

Once a Technician has removed a defective part from a customer's machine, it must be returned to Lenovo within 30 days of the day the original replacement part was shipped.

TRUE

Service authorization courses instruct Technicians in generalized diagnostic tools and removal/replacement procedures, rather than methodologies tailored to specific products or brands. Select courses are mandatory for Warranty Service Authorization.

TRUE

Systemboards, processors, power supplies, and LCDs fall under which Tier Level?

Tier 9 (Standard)

Who should you contact to escalate critical customer situations that invlove large numbers of systems?

Your Marketing Representative

Lenovo reimburses the travel fee for:

one technician at one address for one system.