Transcript warranty_startup_presentation

Welcome to the Lenovo
Warranty Service Program
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.
Required Training
• RXW01 – 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.
• RXW02 – Warranty Basics for Technicians – Each
technician must complete this course.
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Product Specific Training Expires after 1 year
• RTC04 – CD based training for Thinkpads. Testing on
the web (www.pc.ibm.com/training).
• RDC04 – CD based training for Desktops. Testing on the
web (www.pc.ibm.com/training).
Registration for Testing
http://www.pc.ibm.com/training/pci_registration_business_part.html
www.pc.ibm.com/training
• Upon completion of the web-based registration, you will
now have access to take the RXW01, RXW02, RDC04 &
RTC04 tests.
• This user id and password is for Lenovo Training
Solutions only (http://www.pc.ibm.com/training/pci_registration_business_part.html)
• Note : RXW01 is the first test you should have the
administrator take in order for your location to be
recognized as a Servicer.
• When registering for training enter your Authorization ID
in your profile to ensure accurate training updates.
Eclaim.com
• Eclaim is the web based application used for all warranty transactions,
including warranty parts ordering.
• Once the systems reflect completion of RXW01 (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.
• 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)
Eclaim.com
(continued)
Performance Measurements are also found in eClaim
12345
Computer Company
5 Main St.
Anytown
NC
55555
Eclaim.com - User Accounts and Security Best Practices
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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]
Service and Support Profile
Management (SPM)
www.lenovo.com/think/spm
Logging on to SPM
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At the Sign in screen, click the 'Sign in' link to be taken to the login page.
Logging on to SPM
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Enter your Web ID and password. If you don't already have one, click on the Register link to obtain a Web
ID/PW.
SPM Registration
Logging on to SPM
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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.
Logging on to SPM
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The home page for the SPM has links to access the SPM, SSG, Eclaim, Education, Warranty Lookup,
Parts Lookup, and ECAs.
Granting SPM Access
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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.
Sending Users Auth/Pin
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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
View Company Profile
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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.
View Contact Profile
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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).
View Training
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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.
Service Support Guide
Warranty Self Maintainer Service Support Guide
Approved Servicer Program Service Support
Guide
Warranty Policies
(what is covered and what is not covered under warranty)
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 :
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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
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 :
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Warranty Claims
Tracking Shipments
Returns (Receiving Center)
Back Order Support
Provide Assistance for Problem Claims
Call Tags for Returning Parts
Commonly Used Telephone Numbers and
Websites :
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SMSC
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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 4)
www.pc.ibm.com/training
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
• User Name, Passwords
• Education Requirements, Administrators and Technicians
• Support Teams, Phone Numbers & URLs
• Not sure? Call SMSC @ 800-426-3391 or email
[email protected]