Dragon Well Premium Spare Parts Service
Minimize Downtime, Maximize Uptime
Service Eligibility
Qualify for spare parts replacement when your Dragon Well product:
✅ Is within warranty period
✅ Has confirmed hardware failure via Dragon Well remote diagnostics
✅ Requires >72hr repair time impacting business operations
Covered Products:
Enterprise Switches & Routers
Optical Transceivers
Media Converters
Fiber Distribution Systems
5-Step Service Process
Submit Request
Technical Validation
Spare Parts Dispatch
Faulty Unit Return
Closure & Audit
Detailed Workflow
1. Request Submission
Portal: https://dw-tek.com/contact-us/
Required Info:
RMA Number
Failure logs/screenshots
Business impact statement
2. Technical Validation (24-48hrs)
Dragon Well engineers perform:
Remote diagnostics
Failure replication
Compatibility check
3. Spare Parts Dispatch
Priority 1 Cases: Next-flight-out shipping (global)
Standard: DHL/FedEx 24hr delivery
*Note: $500 security deposit for high-value items (>$5k)*
4. Faulty Unit Return
Deadline: 3 business days after spare installation
Packaging: Use anti-static bags + original box
Shipping Label: Auto-generated in portal
5. Service Closure
Deposit refund within 24hrs of faulty unit receipt
Repair report issued
Key Policies
| Item | Policy |
|---|---|
| Coverage | Warranty failures only |
| Lead Time | 24hr (in-stock) / 72hr (custom) |
| Shipping Cost | Dragon Well covers warranty cases |
| Deposit | Refundable security hold for premium items |
| Damage Liability | Customer pays for physical damage/loss |
Spare Parts FAQ
Q: What if my exact model is discontinued?
A: We supply performance-equivalent or superior replacement (e.g., S5850-24S2Q → S5860-20SQ)
Q: Are spare parts new or refurbished?
A: Factory-new or certified refurbished with 90-day warranty
Q: What’s the SLA for critical failures?
A: 4hr response for “Priority 1” cases (24/7 support)
Q: Who pays for spare part damage?
Accidental damage: Repair fee (max 30% list price)
Intentional damage: Full replacement cost
Q: Can I keep spare parts for future use?
A: Unreturned parts incur charges at 120% list price after 15 days
Why Choose Our Service?
Global Stock: 97% spare parts availability across 8 warehouses
Cross-Shipment: Receive replacement BEFORE returning faulty unit
Technical Support: Bilingual engineers (CN/EN) via:
📞 +86-769-82866368 (Opt 1)
💬 Live Chat: https://dw-tek.com/contact-us/
Compliance: ISO 9001-certified repair processes
Emergency Requests?
Contact Our Critical Response Team:
🌐 https://dw-tek.com/contact-us/
📱 Telephone: 86-769-82866368
✉️ info@dw-tek.com (Response <30 mins)
*”Their spare parts service restored our core switch in 18hrs – avoiding $220k in downtime losses.”*
IT Director, Shanghai Data Center
*Guangdong Logistics Hub: 50,000+ SKUs ready for dispatch*
Dragon Well Service Commitment
✅ 15-min initial response time
✅ 48hr spare delivery guarantee
✅ Full repair transparency
