Lenovo
Onsite Warranty Repair Services
KompiTech delivers onsite warranty repair services for Lenovo's laptop and desktop customers — providing Lenovo-certified technicians who collect parts, perform repairs, and close tickets the same day.
The Challenge
Lenovo's previous field service provider was delivering inconsistent repair quality — missed appointments, incomplete repairs, and poor communication with end users were eroding customer satisfaction. Lenovo needed a partner who could guarantee a professional, reliable experience at every touchpoint: from scheduling the appointment and collecting parts, to completing the repair and closing the ticket the same day. The bar was not just SLA compliance — it was consistent, high-quality service that end users would trust.
The Solution
KompiTech deployed a team of dedicated, Lenovo-certified technicians backed by a coordinated service desk that manages every ticket from dispatch to closure. Each technician completes Lenovo's full training curriculum before their first repair. Appointments are confirmed proactively with end users, parts are collected from local depots ahead of each visit, and every repair is validated onsite with a signed service report. The result: consistently high first-time fix rates, same-day ticket closures, and a measurable improvement in end-user satisfaction.
2,400+
Annual Repairs
Onsite warranty repairs per year
NBD / 2BD
SLA Coverage
Next Business Day and 2 Business Day response
>90%
First Time Fix
Issues resolved on the first onsite visit
100%
Lenovo Certified
Every technician trained and certified by Lenovo
Quality over everything
How KompiTech raised the bar on service quality
The previous supplier's issues were not about speed or cost — they were about quality. KompiTech solved this with rigorous training, clear accountability, and a service model built around customer satisfaction.
Lenovo-certified technicians
Every engineer completes Lenovo’s full training curriculum — approximately 12 hours of product-specific coursework — before being dispatched to a single repair.
Customer satisfaction focus
Technicians confirm appointments in advance, communicate delays proactively, and collect signed service reports from every end user to ensure a professional, transparent experience.
Repeat repair accountability
If the same device requires a second repair for the same fault within 30 days due to workmanship, KompiTech re-performs the service at no additional cost.
Background-checked workforce
All technicians pass pre-employment screening including criminal background checks and employment verification for the previous 5 years.
What we repair for Lenovo
KompiTech handles the full range of Lenovo warranty hardware repairs — from laptop screen replacements to desktop system board swaps.
Laptops
Full hardware replacement including displays, keyboards, system boards, batteries, trackpads, and storage drives across Lenovo’s ThinkPad and IdeaPad product lines.
Desktops
Component-level repair and replacement for Lenovo ThinkCentre and IdeaCentre desktops, including system boards, memory, power supplies, and storage.
Drive replacement & re-imaging
Hard disk and SSD replacements with factory image reload. Technicians initiate the re-imaging process onsite and guide the end user through completion.
Service level commitments
Every Lenovo warranty case has a defined SLA. KompiTech schedules, dispatches, and closes each ticket within the committed window.
Next Business Day
9x5Technician arrives onsite the next business day with replacement parts already collected from the local parts depot. Available Monday through Friday, 08:00–17:00.
2 Business Day
9x5Technician arrives within two business days for standard warranty repairs. Same quality of service, with an extended scheduling window for non-critical devices.
How a warranty repair flows
From ticket notification to parts return — every step is coordinated between KompiTech's service desk, field technicians, and Lenovo's systems.
Ticket received & parts dispatched
Lenovo’s engagement center diagnoses the issue remotely and dispatches a service order to KompiTech. Replacement parts are shipped to the nearest UPS PUDO or access point.
Appointment scheduled with end user
KompiTech’s service desk contacts the end user to confirm the onsite appointment within the SLA window. The assigned technician is notified and the ticket is updated in Lenovo’s ODS system.
Parts collected & technician dispatched
The technician collects replacement parts from the PUDO, confirms part condition and serial numbers, then travels directly to the end user’s location.
Onsite repair & validation
The technician performs diagnostics to confirm the issue, completes the hardware repair, verifies firmware and BIOS are current, and tests the device until it’s fully operational.
Customer signoff & ticket closure
The end user signs off on the completed repair. The technician reports results to the service desk, and the ticket is closed in Lenovo’s system the same day — before 18:00.
Defective parts returned
Defective parts are scanned using Lenovo’s Resolve app and returned to the PUDO within 3 business days. Non-returnable parts are collected for certified environmental disposal.
Consistent quality that Lenovo's customers can feel
By putting service quality and customer experience first, KompiTech became the trusted onsite partner Lenovo needed.
Higher customer satisfaction
Proactive appointment scheduling, clear communication, and professional conduct at every visit replaced the inconsistent experience end users had before.
Same-day ticket closure
Every repair is closed in Lenovo’s system before 18:00 on the day of service — no tickets left open overnight, no SLA penalties.
Near-zero repeat repairs
Thorough onsite diagnostics and validation testing ensure the issue is fully resolved on the first visit, minimizing callbacks.
Lenovo Engagement Details
Want results like these for your organization?
Get in touch and discover how KompiTech can deliver reliable, high-quality field services for your business.