Kone · Modernization

Kone Modernization: customer care and complaint escalation

Kone customer care

Get this resolved

Pick the path that fits where you are.

Already have a complaint number from Kone?

We’ll draft your escalation to the grievance officer at Kone. You review it and send it.

Escalate my complaint

Starting from scratch?

The free Simply C2 app takes you from complaint to resolution.

  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.
Get the Simply C2 app (Android)

Also in the app

  • History of all your complaints
  • Warranty Vault

Kone Modernization: troubleshooting and FAQs

Troubleshooting tips and frequently asked questions for Kone Modernization.

Troubleshooting tips

  • If the elevator modernization kit displays a 'Communication Error' on the KONE control panel, verify that all CAN bus cables between the new controller and existing car devices are securely connected and terminated with 120Ω resistors.
  • During modernization, if the elevator stops at floors with a 'Position Lost' fault, perform a manual re-leveling drive using the KONE service tool to recalibrate the floor table.
  • If the new KONE door operator fails to open/close smoothly after modernization, check the door zone magnets and adjust the door blade clearance to 4-6 mm as per KONE installation manual.
  • When the modernized system shows 'Overload' warnings despite normal load, recalibrate the load weighing sensor via the KONE service menu (parameter 6-70) and ensure no mechanical obstruction in the car frame.
  • If the KONE ECOR16 drive unit trips with an 'Earth Fault' after modernization, inspect motor cables for insulation damage and verify proper grounding of the drive and motor.

Frequently asked questions

How do I escalate a critical modernization fault with KONE in India?

For critical modernization faults, call KONE India support at 1800 108 1234 or email india@kone.com. Provide your site ID and fault code for immediate escalation to a KONE modernization specialist.

What is the typical turnaround time for a KONE modernization service visit in India?

KONE India aims to respond within 24 hours for standard modernization issues. For emergency breakdowns, response is typically within 4-8 hours in major cities. Turnaround for parts replacement depends on availability, usually 2-5 business days.

Who can I contact for technical support during a KONE modernization project in India?

Contact KONE India technical support at 1800 108 1234 or email india@kone.com. For project-specific queries, reach out to your assigned KONE modernization project manager.

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.

Stop chasing emails

Log the complaint once in the Simply C2 app and keep every escalation step, date and reply in one place.

Get the Simply C2 app (Android)

All brands and logos are the property of the respective trademark owners. Simply C2 is not affiliated with the brands listed.