Kone · India

Kone customer care and complaint escalation, India

Kone customer care

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  1. ComplainLog it once, in the app.
  2. EscalateThe app tells you when and where to escalate next.
  3. ResolveTrack it until it is closed.
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How to escalate a complaint with Kone

If the first response isn’t good enough, here’s the path to a resolution.

Kone is a global elevator and escalator manufacturer with operations in India. For customer complaints and service requests in India, Kone provides toll-free numbers and online channels. Escalation can proceed through Kone's customer care, then to a grievance officer or compliance line, and finally to external consumer protection bodies.

  1. Contact Kone Customer Care

    Reach out to Kone's customer service for complaints, feedback, or service requests. Use the toll-free numbers or online portals.

    Toll-Free Numbers
    1800 108 1234, 1800 425 4254 For complaints or feedback (India)
    KONE Online / myKONE
    https://www.kone.in/maintenance-service/customer-communication.html Service request or incident reporting available 24/7
    • Keep a record of your complaint number and date of contact.
    • If the issue is urgent, use the 24/7 service request channels.

  2. Escalate to Grievance Officer or Compliance Line

    If the issue is not resolved, escalate to Kone's internal grievance mechanism. For ethical concerns, use the KONE Compliance Line.

    KONE Compliance Line
    https://www.kone.com/global/en/company/ethics-and-compliance/kone-compliance-line.html Externally hosted, confidential reporting for ethical concerns
    Email (India)
    c.v.s.krishnakumar@kone.com Contact for KONE Elevator India Private Limited (from public records)
    • If you have a specific grievance officer contact from Kone India, use that.
    • For investor-related grievances, refer to the escalation matrix on the official website.

  3. External Consumer Protection

    If Kone fails to resolve your complaint, approach India's consumer grievance redressal mechanisms.

    National Consumer Helpline
    1915 Toll-free helpline for consumer complaints
    Consumer Helpline Website
    https://consumerhelpline.gov.in Online complaint registration
    • You can file a complaint with the Consumer Commission under the Consumer Protection Act, 2019.
    • For issues related to elevators, you may also contact the Bureau of Indian Standards (BIS) if safety standards are involved.

Tips for a stronger escalation

  • Document all interactions: dates, names, complaint numbers, and responses.
  • Start with the official customer care channels before escalating.
  • Be clear and concise about the issue and desired resolution.
  • If using social media, tag the official Kone handle for faster response.
  • For unresolved issues, escalate within 30 days of the initial complaint.
  • Keep copies of any contracts, invoices, or service reports.

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