LONGWELL after-sales
Warranty & Troubleshooting Support
If a LONGWELL fan or motor is not working as expected, our after-sales team can help — whether it is a warranty claim, a suspected defect, or a technical question about installation and operation. Use this page to open a case and see what to expect.
How to open a support case
Email our after-sales team with the details below. The more complete your first message, the faster we can confirm warranty eligibility or point you to a fix.
Please include
- Model number — from the fan's nameplate or your packing list/order (e.g. LWFA2E120‑092SS‑07).
- Order number, invoice number, or approximate purchase/shipment date.
- Quantity affected out of the total quantity purchased.
- A clear description of the issue — what happens, when it started, and whether anything changed beforehand.
- Photos or a short video of the nameplate and of the fault itself (e.g. unusual noise, restart cycling, no rotation).
- Application details — supply voltage/frequency, control signal type (0–10V / PWM / RS485), ambient temperature, and installation environment.
Photos and video are the single biggest time-saver — they often let us confirm a fix or a warranty decision without a back-and-forth.
Contact our after-sales team
Email is the fastest way to open a traceable case.
sales@longwellfans.com is monitored by our sales & after-sales team; the [Support Case] subject tag helps route your message quickly. WhatsApp is also available from the contact icons on any page of this site.
What happens after you contact us
Every case follows the same closed-loop process, whether it turns out to be a warranty repair, a replacement, or a quick fix over email.
- Acknowledgement within 1 business day. Our team confirms receipt and reviews the information you provided.
- Diagnosis. We may ask for additional photos, a short video, or a call to narrow down the cause before deciding next steps.
- 8D closed-loop resolution. Confirmed defects are handled through LONGWELL's 8D process; batch test and inspection records are kept for 5 years to support the review.
- Replacement or repair. Where a replacement is agreed, same-SKU parts ship within 5 working days from EU/US warehouse stock where available; otherwise replacement parts are arranged from our factory in Ningbo, China.
Looking to return an unused product rather than report a fault? See our Return Policy instead.
Warranty coverage
Standard warranty is 12 months from shipment. Warranty claims run through our 8D closed-loop process, and batch test records are kept for 5 years. Extended terms for OEM volume contracts are agreed in the supply agreement.
Final coverage for a specific issue is confirmed after reviewing the model, application and the information above — final selection and performance are always confirmed against the actual duty point and project conditions.
Basic troubleshooting checklist
A few checks you can safely do before contacting us — useful for a faster diagnosis either way.
- Confirm the supply voltage and frequency match the fan's nameplate rating.
- Check that control signal wiring (0–10V, PWM, or a communication bus) is intact and correctly connected.
- Check for airflow obstructions and confirm ambient/inlet air temperature is within the rated range.
- If the fan repeatedly restarts or cuts out, this can be the built-in over-temperature or over-current protection responding to a real condition — remove any obstruction, allow the unit to cool, then retry.
- Note any status/error LED behavior described in your model's installation guide.
- Do not open the motor housing — this will void the warranty. Our team can arrange an inspection if one is needed.
If these checks do not resolve the issue, email us with the information under "How to open a support case" above — no need to repeat steps you've already tried, just let us know what you checked.