KONE Reviews 

Very disappointing maintenance and customer service experience

Our experience with KONE maintenance and customer service has unfortunately been very disappointing.

We have experienced unhelpful and, on some occasions, rude telephone support, even when dealing with serious situations involving people trapped inside the lift.

The costs of maintenance, repairs and spare parts appear extremely high compared with the level of service and reliability we have received. In our case, several thousand euros were spent replacing a major component, only for the lift to develop serious problems again approximately two months later. This inevitably raises questions about the diagnosis, the quality and suitability of the replacement parts, and the overall value of the service provided.

Despite a very expensive maintenance contract, we have experienced repeated breakdowns, interventions that have not provided a lasting solution, long waiting times and an overall level of downtime that effectively amounts to around one month per year.

Nobody expects a lift never to break down. What is difficult to accept is paying very significant amounts for maintenance and repairs and then finding the equipment out of service again shortly afterwards.

For a company of KONE's size and reputation, we expected a much higher standard of technical support, transparency, responsiveness and, above all, reliability.

Two stars because the quality of the service we have experienced simply does not match its cost.

A guy named sonni boy came to fix our lift at 9:30 in the evening on the 20th of August.
He was extremely rude and arrogant.
I happened to come down and politely asked what's wrong with the lift...
His reply to me was don't I live here? What do u think his doing?
Taking his frustrations off to me coz his working till late, not my problem.. Extremely rude and arrogant.. I would love to report this person. Has no social skills and thinks his IT. THATS THE PROBLEM.

We are extremely disappointed with the way this project has been handled . As this is a school , we have repeatedly informed your team that the installation work is urgent due to the safety of our students . despite our continuous follow-ups the work has remained pending. every day we are told to " give us some more time " and the manpower will be arranged , but no installation team has been deployed so far . we have already released approximately 90% of the advance payment , yet there has been no proper planning or commitment from your side to complete the installation. we request you to immediately arrange the required manpower and complete the pending installation work without any further delay. we expect this matter to be treated with the highest priority

They have a four hour “window” for emergency services. If the need arises after 11:00 be sure they will show up a 3:00. Overtime rates start at 3:00. Tech on last call was arrogant and threatened to leave if you asked a question. They don’t seem to know their job as they will “fix” a problem only to have same problem reoccur within hours.

This company is terrible. I’ve submitted complaints concerning shocking behaviour and nothing was ever done about it

This is an absolutely horrible company. They are supposed to do maintenance checks on our elevator, but have overlooked obvious maintenance isssues, causing us to have to hire another vendor to take care of it. They also attempted to charge us for a bid which was never completed and have behaved like a mafia harassing us about it. If you have any other options, run far, far away from these fraudsters.

I am very dissatisfied with this elevator. I have lived in this building for almost five years, and the elevator has had problems since the very beginning. The building was newly constructed when I moved in, but the elevator was already malfunctioning.

Unfortunately, the situation has never improved. The elevator continues to break down regularly, and recently it has been out of service almost every weekend. This causes significant inconvenience for residents, especially those living on higher floors, families with children, elderly people, and anyone carrying groceries or heavy items.

After nearly five years, I expected a much more reliable service. The recurring breakdowns suggest that the underlying issues have not been properly resolved. I hope KONE takes responsibility and provides a permanent solution.

Live at city quadrant Newcastle and our lift has been out of order for two weeks despite coming out numerous times trying to fix it ! Absolutely useless

Very bad products and worst services at least of the Ace Chennai. Pathetic team we have here.

Lousy product , lousy service , lousy safety . Nothing good whether product or performance at Ace Perungudi . Even after esclation to MD and Audit no visible improvement . No builder should buy this and hassle residents

Signed into a service contract in June 2025 for Modular based maintenance. 2 services per year. It's now March, no services, engineers don't turn up, emails and phone calls get ignored. They are now trying to say we are in a dynamic maintenance plan (not informed of this and not stated in the contract). Terrible service, poor communication and would recommend avoiding. Kone staff seems to pass responsibility and blame to someone else.

Kone have repeatedly let us down recently, the service has definitely dropped and I am having to chase for an engineer to come and carry out our maintenance to keep us compliant but no joy. They are terrible and their customer service team who according to our contract, will reply promptly, have yet to respond to an email sent nearly two weeks ago. I DO NOT RECOMMEND THIS COMPANY!!! STEER CLEAR!

A lift broke. That wasn't the interesting part.

For weeks, the lift to our office floor has been out of action. Staff and clients have been using the fire stairs.

Things break. Parts take time. Fair enough.

But here's what made it fascinating:
The timeline kept shifting. “Sorry, can’t do much over Christmas”. "Mid-January" became "early February." Early February arrived. No update. No explanation.

I wrote directly to the Managing Director of KONE. Detailed. Factual. Explaining the impact.

No response.

Meanwhile, we're literally holding fire doors open with a pot plant so people can access our office.
That's not a metaphor.

We spend a lot of time worrying about AI systems, automation, and accountability frameworks. But the failure here isn't technological. It's organisational.
No one owned the outcome end-to-end. Timelines drifted. Responsibility dissolved into process. And no one asked: what does this feel like for the people living with it?

When organisations don't respond, they're still making a decision. About whose inconvenience matters. About how visible a problem needs to be before it deserves attention.

Small failures are the real test cases.

They reveal whether "customer experience" is something you believe in, or just something you talk about.

It wouldn't have killed anyone to write back.
And that's precisely the point.

Our lift PCB issue started from June 2025 . complaint raised that service guy mr Devbanu .He didn't know anything about lift technical knowledge.every time he attended (AMC) service only did dusting.No any technical person didn't come & try to swallow the issue.17 /01/26 raised again same complaint in their helpline no they visited site nothing happened & 19 th visited nothing happened today 22nd visited nothing happened. They only taken AMC every year Rs 45000/ + GST ( gold) didn't replace PCB So don't buy KONE Lift or Elevator.their service team is very poor & useless, Kone has cheating company.my equipment no 42889187, Bangalore HSR layout

If i could rate it with NO STAR i would. It has to be the worse lift providers ever in the UK! We have only been in our flat for 3 years and every single Christmas and New Year it breaks down. The turnaround time to acquire the part and get things sorted is ridiculously slow and we are still in the question to why ROSETREE chose them to maintain it and have the audacity to keep increasing the service charge when the service alone is very poor. Do not choose this provider/ manufacturer. They will only cost you money, a ton of headache and a very slowwwwwwwwwwww progress to get things working again.

We replaced our older Kone Lifts with their newer model in two blocks, each 3 storeys high. The final product was much smaller than the old one. They offer some illogical explanation which holds no water. At the end they have thrown scaffolding material and packing crates all over our car parking area and garden. Predictably neither Kone engineers nor their sub-contractors are available on phone now. Very shoddy work.

Worse lifts ever. Living in my estate for 2 years. I cannot remember how many times our lifts broke down. Repairs take forever as they are always waiting for parts to arrive. Residence will then have ot climb the stairs! Our residential buildings can go as high as 17 to 30 storeys! Imagine that.

This is company from hell,first they left the lift for over 6 weeks not working after the repair the lift was Woking 2 weeks and today they stop the lift for repairs again.In both cases they don't know how long takes to repair,wouldn't you like this job?complete disregard for the customer, and that's international company,like said the main office must be in hell.

Installation work has not yet started despite repeated follow-ups
The team frequently makes excuses, claiming work will start "tommorow" or "day after tommorow"
Daily, they provide false commitments and fail to deliver on promises
CONTINOUSLY DELAY AND LACK OF ACCOUNTABILITY HAVE CAUSED FRUSTRATION, STRONGLY DISSATISFIED WITH THE SERVICE

I would give 0 if I could. We have kone elevators in our building and 3 out of 6 are not available. On average we have to wait 5 minutes for an elevator