Accidental Damage Protection Training April 6th 2017 2017 Lenovo Internal. All rights reserved.

What is Accidental Damage Protection? Coverage for non-warranted damage such as accidental drops and bumps, spills, & electrical surges, that occur during normal laptop usage. ADP coverage is NOT an insurance policy that covers everything. Specific exclusions and restriction may apply. ADP Fast Fact: 16-25% of a customer’s mobile install base will experience some kind of accidental damage over a typical 3 year lifecycle.

Accidental Damage Protection – Terms and Conditions What is covered? What is NOT covered? Minor liquid spills on the keyboard. Unintentional bumps or drops. An electrical surge that damages the notebook’s circuitry. Failure of the integrated LCD screen. Normal wear and tear of the Notebook. Cosmetic damage (e.g., scratches, dents, or cracks that do not affect the product’s functionality or structural integrity). Damage from abuse, misuse, unauthorized modification, unsuitable physical or operating environment, improper maintenance. Damage caused by biohazards or human or animal bodily fluids. Theft, loss or damage from fire, flood, or natural disaster. Consumable parts (e.g. batteries,) and external items such as AC adapters and stylus pens. ADP End of Lease Coverage: Cosmetics such as cracked plastics are not covered unless the product’s functionality or operation is affected.

ADP Service Repair Options Dependent on product warranty terms and conditions Call 800-426-7378 (“Think” End-user Support) or Priority Support - PIN provided with upgrade. Problem diagnostics over the phone by Support Representatives Ship Customer Replaceable Parts (CRU) Setup On-site service using IBM qualified Techs Organize Depot repair – Laptops and Tablets Approved Service Provider Support (Local Service Partner in many cases) A+ certified and Server+ certification for ThinkServer Technicians Brand specific training and supplemental on-line Product Training Performance measured and managed by Location ID Parts and claims processed on a web-based application Approved to Deliver Warranty Service to any Lenovo Customer Approved Warranty Self-Maintenance (Program Overview available for School’s IT department) A+ Certified and/or Server+ certification for ThinkServer Technicians Same training and reporting that is available to Approved Service Providers Approved to Deliver Warranty Service for products you own.

Common Issues leading to ADP Repairs Mechanical stress applied to the exterior of the machine Overstuffing carrying case Dropping carrying case Heavy backpack or other item placed or dropped on the carrying case Carrying case banging against someone as he/she walks Removing from a Velcro attached carrying case Pushing, leaning on or putting heavy objects on the laptop Carrying the system, while open, by the LCD

Common Issues leading to ADP Repairs – System Boards Bend the bottom cover – the board bends, too Cracks develop in electrical connections between system board and attached electronic components Usually, mishandling results in failures over time Stretching, pulling, tugging or jerking wires/cords - will damage connectors Spilling liquids on the system – can cause immediate failure or corrosion over time

Common Issues leading to ADP Repairs – Hard Drives Operational “shock” is the primary cause for failure Hard bangs and bumps can damage complex technology You should never move your laptop while it is running Moving the system when the hard disk drive head is not “parked” will inevitably lead to hard disk drive damage Instructions for packing up after class: Select Fn/F4 – Standby WAIT – for standby light to activate Pack carefully into the carry case after the standby indicator is lit

Causes of keyboard replacements Missing keys Picking or prying under the edges of keys will result in missing keys Dropping items on the keyboard can force keys off Non-functioning keys Wear out from intensive, exuberant gaming or typing Food crumbs get wedged into the key mechanism Corrosion from liquid spills

Best practices to prevent accidental damage DO NOT… DO… Eat or drink near your laptop Bump, drop, lean or place heavy books on your laptop Place heavy items, like backpacks, near your laptop Use your laptop on an unstable surface Leave your laptop on hallway floor Overstuff your laptop carry case Pull or jerk wires attached to your laptop Shut down your laptop at least once per day Always use the “sleep” command Fn+F4, when not in use Close your laptop’s cover carefully making sure no objects are on the keyboard. Wait for the standby indicator light before moving your laptop Use a padded sleeve or case when transporting Store your laptop safely on a shelf in your locker

Accidental Damage Protection Awareness ADP - KNOW WHAT’S COVERED Damages Covered Components Covered Accidental liquid spills Electrical surges Unintentional drops or bumps (must impact operation or functionality of system, otherwise cosmetic in nature) CPU Integrated Hard Drives Optical Drives Keyboards Pointing Devices LCD’s ADP - KNOW WHAT’S NOT COVERED Damages Not Covered Components Not Covered Normal wear & tear Cosmetic and end of lease issues such as scratches, dents, & cracked or missing plastics Issues not affecting use or operation Damage from abuse & misuse Damage from biohazards, theft, loss from natural disasters External batteries AC Adapters Docking Stations Memory sticks/ storage media Stylus pens External peripherals (e.g. keyboards, mice…)

Filing an Accidental Damage Claim in the Warranty Portal After gathering information from the end user regarding the damage to the device and doing sufficient problem determination to confirm the failure(s) and part(s) needed to complete the repair, check the warranty status of the device in the warranty portal at claims.lenovo.com.

Filing an Accidental Damage Claim in the Warranty Portal Enter the serial number of the device to be repaired and the four-digit Product Code (Machine Type) if requested.

Filing an Accidental Damage Claim in the Warranty Portal Check the warranty to see if the device is entitled to “Accidental Damage Protection” or “laptop Protection” and check the warranty start/end dates. If entitled, proceed with filing the Accidental Damage Claim by pressing “Create Claim”. If not, parts must be purchased to complete the repair. Contact the National Parts Center (http://www.ibm.com/shop/us/maintenanceparts ) for Think-brand repairs or Encompass (https://lenovo.encompass.com) for Idea-brand repairs.

Filing an Accidental Damage Claim in the Warranty Portal At the Create Claim – Entitle Claim page, select “Accidental Damage Claim” as the Service Type. The Product Number and Serial Number are automatically populated. Select the Service Date, the Technician from your location performing the repair, and “Carry-In” as Service Delivery Type from the remaining required fields (they have a *). Press “Continue” and proceed with filing the claim. NOTE: Please make sure that the failure description for the repair being performed is complete, including how damage occurred (see Lenovo Service Support Guide for additional information regarding Claim Failure Descriptions).