Schindler India this CUSTOMER (S)CARE elegy’s for you!
Unfortunately, I am compelled to create another call-out post, but the experience I've had with your entire customer chain over the last 24 hours has been nothing short of unacceptable.
Sometime yesterday, your AMC
covered elevator at my place stopped working completely: finito, game over!
Around 9:00 a.m., I called Schindler customer care. The operator asked for my equipment number. Since the lift had no power, I couldn't access it. I explained this, but instead of offering an alternative way to identify my account—such as my address or registered phone number—I was simply told, "We can't help you unless you have the specific number.” Won’t even get into the disdain with which said executive dismissed by request for another way to proceed.
I then managed to locate our Schindler local area sales manager who handles the AMC. We pay a substantial annual maintenance fee with the understanding that breakdowns will be attended to promptly. I was assured that an engineer would be sent from the local technical support team.
Nobody came.
I called customer care again around midday. This time, another executive informed me that my address could have been used to register the complaint all along: something the first executive never mentioned. The complaint was finally logged.
An engineer eventually visited the property around 5:30 in the evening. He neither spoke to me nor informed anyone in the house about the issue. He told the security guard that he would return the next day, left, and then closed the service ticket.
Moments later, I received an SMS stating that my complaint had been *resolved.*
Resolved?
After escalating the matter yet again, I received a call from a technical supervisor apologising for the experience and assuring me that the lift would be operational by 11:00 a.m. today.
That deadline has passed.
The lift is still not working.
This isn't merely an inconvenience. This is flagrant violation of sold promises. A 90-year-old man, an 88 year old woman, a 12
year old dog: waiting. When people invest in a premium product and continue paying for an AMC, they aren't just paying for equipment—they're paying for dependable after-sales service when it matters most.
Instead, I got
• Inconsistent information from customer care.
• Poor ownership of the issue.
• A service ticket marked "resolved" when absolutely nothing had been fixed.
• Multiple assurances, but no resolution.
For a company of such stature, this level of service is deeply disappointing.
Based on this experience, I cannot recommend Schindler elevators to anyone considering one for their home.
If anyone at Schindler India genuinely cares about customer experience, I'd urge you to review your service processes.
Your customers are being let down.