POP Team Process description:
Check for Mandatory details in the Scanned Invoice copy received from customer
o VAT/TIN Number
o Date of Purchase
o Dealer’s Stamp
o Dealer’s name and address
o Serial Number, MTM number and system model number
o Check if it is dealer or distributor’s invoice
o By default, POP Team will reject all cases wherein Manufacturing is of Year 2012.
o Online purchase validate if the order number on the order confirmation Mail and Invoice copy matches. Here we check this as dealers stamp and seal will not be mentioned in the Invoice.
o LFR such as Croma, Reliance digital, Staples, Vijaya Sales, Pantaloons, ezone, Jumbo electronics, Pai digital etc. dealers seal and stamp is not required.
What should customer do if the Mandatory details are missing on the invoice copy?
Question 1: If the Date of Purchase is not mentioned on the invoice copy or it’s not clearly mentioned in the invoice copy & needed to confirm the Date format is (DD-MM-YY or YY-MM-DD)?
Answer: Customer can write down the Date of Purchase in the invoice copy with a PEN & get the Dealer’s Stamp next to it and send it to email@example.com. So that POP Team can assist his/her request further.
Question 2: If the Serial Number is missing on the invoice copy or Serial Number is wrongly mentioned on the invoice copy & the machine mentioned on the invoice copy & in our date base is different.
Answer: Customer can share the snap shot of the Serial Number with POP Team on firstname.lastname@example.org which could be found bottom/back side of the machine. Customer can also follow the below mentioned link for finding the Serial number of the machine.
Question 3: How to confirm the invoice is of dealers or distributors?
Answer: In invoice copy buyers name should be reflecting as company’s name or in customer’s name.
As per the validation if in invoice it is reflecting as customer’s name, POP team would go ahead & update the warranty.
If it is in companies name this shows that this is of distributor’s invoice and POP team will ask for the confirmation, if the shared documents belongs to a dealers or distributor’s invoice copy
Question 4: If the machine has been purchased through Online?
Answer: Customer can share the order confirmation mail with POP Team on email@example.com along with the invoice copy which will be shipped along with the machine.
Question 5: What are the documents which needs to be sent by a customer for the extended warranty?
Answer: Customer can share the warranty extension documents with POP team on firstname.lastname@example.org as mentioned below or the Ticket number, if he/she have registered the system in any kind of offer.
A. Scan copy system invoice
B. Scan Care Pack invoice
C. Scan Care pack where Authorization code and the part number should be visible and also mention the serial number, customer name, contact number & dealer’s name with pen on the care pack.
Question 6: What should customer do if the Serial number is not sold in India?
Answer: Customer can recheck the Serial number which is mentioned on the invoice copy. If the Serial number is same, he/she can contact the dealer for the same.
Question 7: What should do if the POP team have rejected the case stating?” As per the invoice copy shared to us with the name of XYZ, Service has been provided from Lenovo to the same name before the Date of Purchase on the invoice copy”
Answer: Customer can share the invoice copy with the correct Date of Purchase with POP team on email@example.com
Question 8: What if dealer has closed his outlet without providing proper documents to customer and due to which customer is unable to provide mandatory details for warranty update.
Answer: Customer should contact firstname.lastname@example.org with proper notes mentioning dealer has closed and he/she is unable to provide mandatory details in invoice copy and POP team would help to update the warranty after escalating and getting approval from concerned Person.
Question 9: What are all the documents where customer need to send to email@example.com for the extended warranty which will be provided by Lenovo?
Answer: For extended warranty customer can share below mentioned details to China team for the extended warranty.
1. Scan copy system invoice
2. Scan Care Pack invoice
3. Scan Care pack where Authorization code and the part number should be visible and also mention the serial number, customer name, contact number & dealer’s name with pen on the care pack.
Question 10: If the machine has been purchased form LFR such as Croma, Reliance digital, Staples, Vijaya Sales, Pantaloons, ezone, Jumbo electronics, Pai digital etc. Customer is unable to share the invoice copy with POP Team in a Single scan copy.
Answer: Customer can scan the invoice copy horizontally & he/she can share the documents to the POP team on firstname.lastname@example.org, So that POP can examine & update the warranty period.
Question 11: What should customer do if they are willing to purchase the extended warranty from Lenovo?
Answer: Customer can contact the nearest Service center or the below mentioned mail ID for extending the warranty,
Mail ID: email@example.com
Question 12: What should customer do related the offer issue?
Answer: Customer can share the Invoice copy of the machine with POP Team on firstname.lastname@example.org along with the snap shot of the Serial number with the Ticket number mentioned on the E-mail, So that we can assist the customer request further.
Question 13: What will be the TAT (Turnaround Time) for POP team?
Answer: TAT (Turnaround Time) for POP team is 3 business days.
Question 14: What should customer do if the machine has been purchased outside Bangladesh, Nepal, Sri Lanka and India?
Answer: If the machine has been purchased outside Bangladesh, Nepal, Sri Lanka and India. Customer can go the below mentioned link & select the region from where the system has been purchased.
Question 15: What is the necessary to the customer sending the invoice copy to POP team?
Answer: Registering your system helps us to ascertain the purchase date of Lenovo product. The warranty on the product will be valid as per your declaration.
Question 16: What is ADP (Accidental Damage Protection) warranty?
Answer: Standard warranty terms and conditions don't cover accidental damage. Lenovo's Accidental Damage Protection protects your investment from operational or structural damage due to common accidents like drops, spills, electrical surges or failure of the integrated screen.
Question 17: What is Carry-in warranty services?
Answer: Customer should bring the machine to the service center for the service.
Question 18: What is Onsite warranty?
Answer: Whenever customer is facing a technical in the system, the technician will visit customer’s residence or workplace to repair the product.
Question 19: Customer facing issue with below mentioned details:
. VAT/TIN Number missing on the invoice copy
. Dealer’s Stamp & signature is missing on the invoice copy
. Extended warranty has been provided by the Dealer
. Dealer’s name and address is not mentioned on the invoice copy
. POP Team will reject all cases wherein Manufacturing is of Year 2012
. As the difference between the Purchase Date and the Date of Shipment is more than 12 months
. Serial number is not sold in India
. Machine was sold by the manufacturer without warranty. Claims for warranty service will be rejected by the manufacturer
. Customer is not having the TAX invoice copy
. Customer is sharing the “Delivery Challan”
. Invoice copy is Fake copy
. The machine has been activated before the Date of Purchase
. Customer got the machine from Location-A & now customer the customer have moved to another different location
Answer: For the above mentioned issues Customer can contact the dealer for the same