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Case Studies:

Multi-Vendor Notebook Support for an Extended Warranty Company

Customer Goals
A very large insurer of computer and consumer products required a national notebook repair & logistics solution to meet the following objectives:

  • Facilitate the repair of defective notebooks
  • Manage cost of repair
  • Multi-vendor support of notebooks
  • Provide superior service to notebook customer

Panurgy Objectives
PanurgyOEM's role for this program is to be a national notebook depot for the insurer. Our objectives are:

  • Receive dispatch order to pre-ship an empty notebook box to the customer's address
  • Update extended warranty's repair system with status
  • Repair In and Out of Warranty notebooks
  • Repair & return product to customer 3-5 days from approval date
  • Provide status updates to customers
  • Solve parts and technical problems associated with new manufacturers and discontinued product
  • Notify the insurer for customer abuse of a product

Program Summary

  • Production capacity: 500-800 notebooks per month
  • 7,000 square feet of technical space
  • Over 20 notebook manufacturers supported
  • Extensive parts sourcing resources
  • Component level repair


  • Provide repair and return program that is easy for the insurer to administer
  • Decrease cost of repair attributed to: correct diagnosis, component level repair and lower part costs
  • Under 1% warranty rate
  • Extensive failure analysis data base by OEM and model
  • Cost effective repair of notebooks rather than replacement of unit
  • High customer satisfaction with quick turnaround time and quality of repair

Technology and Quality Requirements
The following is an abbreviated summary of the requirements of the program:

  • Component Level Repair of product
  • Extensive list of In-Warranty authorizations
  • Technical database of failure & corrective action by OEM and model
  • Customer Service & Technical Support
  • Internet access for status of repair

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