Customer Induced Damage (CID) Guide – Laptops, Desktops
How to determine whether damage is Customer Induced Damage (CID) Guide – Laptops, Desktops
How to determine whether damage is Customer Induced Damage (CID) Guide – Laptops, Desktops
Describes Customer Induced Damage (CID).
Lenovo receive claims under warranty for products which have failed due to reasons not covered by the Lenovo Standard Limited Warranty. One of the main causes of product failure which is not covered by warranty is when the damage is customer induced. The following is a non-exhaustive overview of customer induced damage and the causes.
Overview
The Lenovo Limited Warranty does not cover the following:
- Uninterrupted or error-free operation of a product;
- Loss of data;
- Any software programs and applications that may come pre-installed with the product;
- Failure or damage resulting from misuse, abuse, accident, modification, unsuitable physical or operating environment, natural disasters, power surges, improper maintenance, or use not in accordance with product information guide;
- Damage caused by a non-authorized service provider or self-repair;
- Failure of, or damage caused by, any third party products, including those that Lenovo may provide or integrate into the Lenovo product at your request;
- Any technical or other support, such as assistance with “how-to” questions and those related to product set-up and installation;
- Products or parts with an altered identification label or from which the identification label has been removed.
- Any pre-existing defects in your product that occurred on or before the date of your purchase.
Any hardware failure and damage caused by any of the above mentioned scenarios is known as Customer Induced Damage (CID).
The following CID guideline is applicable to:
- EMEA (Europe, Middle East, & Africa) region
- Asia/Pacific countries/regions (Includes Singapore, Malaysia, Thailand, Philippines, Vietnam, Indonesia, Brunei, Laos, Myanmar, Cambodia, Hong Kong, Taiwan Region, South Korea, Japan, Australia, New Zealand and India)
- Latin America (Brazil)
- North America
Photo evidence is used to make a CID ruling, and only conduct depot or onsite assessments at Lenovo's discretion.
The Lenovo Limited Warranty is available at: Lenovo Limited Warranty.
Accidental Damage Protection (ADP)
In some regions, Lenovo sells an optional service offering that covers accidental damage to machines which is not covered under the Standard Lenovo Limited Warranty.
Examples of accidental damage include: liquid spilled on or in unit, drops, falls and other similar impact, electrical surge, damaged or broken LCD, accidental breakage (multiple pieces). For more information about ADP terms and conditions, visit: Personal Computing Devices Services Agreement.
To purchase Accidental Damage Protection (ADP) service, contact a Lenovo sales person, an Authorized Lenovo reseller or click: Warranty Upgrade and Services.
Can CID parts be replaced?
Lenovo Service Center, or an authorized service provider may be able to provide chargeable service for replacement of CID parts. Parts and labor are chargeable. For more information, visit: How to Locate a Repair Center or Service Provider
How to prevent CID?
Lenovo products are designed, and manufactured to a high standard to achieve high performance as well as long term durability. Refer to the link below for more design details: http://www.lenovo.com/To help prevent CID, Lenovo provides suggestions on product handling in user guides that are included with your system.
CID Examples
The following are examples of Customer Induced Damage.
Notes:
- This list is not exhaustive and is intended only as a guide. For further information, contact a Lenovo Service Center, or an Authorized Service Provider.
- The information contained on this page is non-contractual and may be updated or removed by Lenovo at any time. Images used are for illustration purposes only. Material provided are examples only.
Main System Motherboard and other internal componemts
Component missing, physical damage, or physical distortion
Components missing, or soldering parts damage, printed circuit board (PCB) distortion due to: improper handling, unauthorized repair or rework. This includes: cracks, breaks, or soldering pad damage.
Printed Circuit Board (PCB) damage or scratch
Printed Circuit Board (PCB) distortion, damage or surface scratch due to improper handling or unauthorized repair.
Corrosion on the Printed Circuit Board (PCB) or Component
Corrosion caused by improper handling of PC or a failure to follow specification requirements regarding usage, storage or transportation of the product. This includes uncleanable liquid spillage, mold, or rust.
Internal port, external port, pins damage, or broken clips
Internal port broken, or connector's pins damage due to improper handling. This includes any pin damage, bent pins, broken pins, missing pins, cracks, breaks, distortion of parts, or any soldering pad damage.
Screw Holes, Location Holes on Printed Circuit Board (PCB)
Scratch, abrasion, nicks on screw hole that impacts the board circuit, or exposes the copper clad laminate, any on-board electronic chips.
Unauthorized Repair
Unauthorized repair, including wrong parts, re-soldering or jumping wire on board. Components include: capacitors, resistors, connectors, sockets, chipsets (GPU, CPU, memory).
Burnt PCB, connectors, pins, computer chips, and components
Any burn on the PCB, connectors, or chipset may be due to improper handling or unauthorized repair.
Label damage or missing
Serial Number, or component label is damaged, missing or tampered. This includes, unable to confirm the device's original serial number label.
Liquid, foreign substance, or residue
Liquid Crystal Display (LCD)
Surface glass crack
Surface glass crack.
Internal glass crack
The internal glass has cracked and has liquid crystal inside the display panel along the crack.
Vertical Line
Vertical line appears when LCD is on.
White spot
Internal crystal liquid cell damage, shape or location might vary and the color is white.
Black line, Black spot, Black patch, other
Internal crystal liquid cell damage, shape or location might vary and the color is black.
Surface or Backlight scratchand abrsion
Surface scratch on surface panel. Defects not caused to the surface scratch will not be considered as CID.
Liquid Spillage
Liquid Spillage can be found when the light is on or even the PC does not start successfully.
LCD Corrosion
Corrosion can be found on LCD.
Hard Disk Drive (HDD)
Label or protection foil damage
S/N label is damaged or tampered - unable to confirm the machine's original S/N label. Foil damage or leaked dust into the HDD.
Connector or pin damage
Connector broken or pin damage due to rough handling.
Surface damage, PCB damage, missing screw
Unauthorized disassembly, unauthorized fix attempt, or PCB scratches due to improper handling.
External Ports
USB port damage
Damages due to force insert or strong shaking on plugged device.
PS/2 Keyboard and Mini-Din Keyboard Connector port damage
Damages due to force insert or strong shaking on plugged device.
Ethernet port damage
Damaged due to force removal, causing the cable to be loose and unable to be hooked back to the port.
Charging Port
Damages due to force insert or strong shaking on plugged device.
Audio Jack Port
Damages due to force insert or strong shaking on plugged device.
VGA, DisplayPort, HDMI Monitor port damage
Damages due to force insert or strong shaking on plugged device..
Battery port damage
Damaged due to force insert or wrong battery type.
Power in port / cable damage
Damaged due to force insert, wrong cable type and/or rough handling.
Keyboard
Key cap missing
Keyboard key cap missing, broken or other physical damage.
Sticky Key or Stuck Keys
Key Sticky due to liquid spillage.
Keyboard cable
Keyboard cable broke by improper repair.
Laptop Camera
Damage
Touchpad
Touchpad wear
Touchpad surface or touchpad button peel off, wear off.
Sticky Key or Jammed Key
TouchPad Key sticky due to liquid spillage, or TouchPad Key is jammed.
Cover, Bezel, Hinge
Cover bezel broken
Cover bezel broken due to external force.
LCD, Monitor bezel corrosion
Cover bezel corrosion due to liquid spillage.
Hinge damage
Hinge damage due to drop, strong hard force, wrong opening angle, and other
Optical Disk Drive (ODD)
Label or protection foil damage
Serial Number label is damaged or tampered - unable to confirm the machine's original S/N label. Foil damage or leaked dust into the HDD.
Bend, Broken, Dent
Case or tray bend/broke/dent or due to rough handling.
Connector Damage
Connector broken or pin damage due to rough handling.
Memory
Burnt
Any burnt or charred which happened on integrated circuit (IC) board or pad.
Corrosion, rust
Physical Damage, Missing
Internal Battery
Broken/Cut/Missing
Liquid Damage
Cables, Adapters and Accessories
Broken/Cut/Missing
Switching Mode Power Supply (SMPS)
Broken/Cut/Missing Cable
Connector broken or cable cut/missing due to improper handling.
Mild mold corrosion
Inerasable corrosion can be found on the SMPS.
Case broken or bent
Any broken or bent happened on the SMPS case due to external force.
Burnt
Any burnt component.
Related Articles
- Product Warranty and Other Agreements
- How to correct an incorrect Warranty Date
- Popular Topics: Warranty, Repair, Recovery Media, Parts, Accessories
- Popular Topics: Tips for PC's
- Lenovo Vantage: Using your PC just got easier
- [Video] ThinkPad Display Not Working - LCD Self-Test for 2019 and newer ThinkPad systems
- Display (LCD) replacement for defective pixels - ThinkPad
- LCD display pixel policy - Idea/Lenovo laptops and tablets
- What if a defective pixel is found on your monitor - Policy and Standard, Lenovo Monitors and All-in-One Desktop
