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

2. 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.

3. 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.

4. ADP Service Repair Options
Dependent on product warranty terms and conditions
Call (“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.

5. 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

6. 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

7. 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

8. 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

9. 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

10. 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…)

11. 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.

12. 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.

13. 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 ( ) for Think-brand repairs or Encompass ( for Idea-brand repairs.

14. 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).