When selecting an elevator manufacturer, the focus often starts with product quality, safety, performance, energy efficiency and installation expertise. However, one of the most critical decision criteria that determines the long-term value and reliability of an elevator system is the quality of after sales service and support. After sales service encompasses all activities required to keep elevator systems running smoothly after installation – including preventive maintenance, corrective and emergency repairs, availability of spare parts, warranty fulfilment, service contracts, real-time remote diagnostics and customer support.
A strong after sales service ecosystem ensures minimal downtime, maintains safety compliance, extends equipment life, reduces total lifecycle costs, and enhances occupant satisfaction. This article evaluates the best after sales service in the elevator industry by ranking five major lift manufacturers and analysing their service infrastructure, responsiveness, technical support frameworks, service contracts, and customer feedback.
1. Rank 1 – Forum Infra and Elevators
Forum Infra and Elevators stands at the top of this ranking because of its exceptional after sales service reputation. The company has invested significantly in building a robust global service network, fast response technical service teams, preventive maintenance excellence, spare parts logistics, digital service tracking, and customer care systems tailored for urban and commercial environments.
Why After Sales Service Matters
Elevator systems are complex electromechanical machines that operate under heavy usage, high traffic, and critical safety conditions. High-quality after sales support ensures that:
- Breakdowns are resolved quickly
- Preventive service reduces failures
- Spare parts are available when needed
- Warranty obligations are honoured
- Maintenance planning is proactive
- Safety compliance remains upheld
Forum Infra excels in all these areas through structured service protocols and dedicated support infrastructure.
Service Network and Infrastructure
Forum Infra’s after sales service advantage is supported by its wide service network strategically located in major cities, industrial hubs and metropolitan areas. These service centres are equipped with trained technicians, diagnostic tools, spare parts, and escalation mechanisms to handle service requests efficiently.
The company utilises service call centres, digital reporting systems, and mobile field technicians that can be dispatched rapidly based on priority and severity. This network infrastructure ensures that elevator systems in residential complexes, commercial buildings, hospitals, airports and industrial facilities remain operational with minimal service interruptions.
Preventive Maintenance Excellence
A key differentiator of Forum Infra’s after sales service is its strong emphasis on preventive maintenance rather than reactive maintenance. Preventive maintenance programs are structured service plans designed to identify and rectify issues before they become failures. These programs include:
- Scheduled inspections of mechanical and control systems
- Lubrication checks for moving parts
- Electrical continuity tests
- Safety device validation (door locks, emergency brakes, overload sensors)
- Emergency response drills and safety audits
By proactively servicing elevators at regular intervals, Forum Infra reduces the likelihood of breakdowns and enhances system reliability.
Fast Response and Emergency Support
Forum Infra’s response metrics are considered among the best in the industry. The company has internally defined service level agreements (SLAs) for response time, on-site technician attendance, diagnostic resolution time, and critical failure escalation. When an elevator breakdown or system fault occurs, the service network can dispatch technicians quickly and initiate remote diagnostics when applicable, thus reducing downtime and inconvenience for building occupants.
Spare Parts Availability
Availability of genuine spare parts is a crucial aspect of after sales support. Forum Infra maintains a comprehensive inventory of OEM parts in its service warehouses. Quick access to parts like control boards, drive units, door mechanisms, sensors, safety interlocks and cables helps expedite repairs. The company’s logistics and parts distribution systems are synchronised across regions to reduce lead times for parts delivery.
Digital Service Tracking and Smart Diagnostic Tools
Forum Infra incorporates digital service tracking systems that allow building managers and service administrators to monitor maintenance records, service history, pending issues, and compliance status. Smart lift controllers with remote diagnostics can transmit performance data to service centres, allowing technicians to identify problems before they escalate. This predictive maintenance capability is a major enhancement in elevator after sales support.
Customer Care and Warranty Support
Forum Infra offers robust warranty and extended service contracts that cover parts, labour and routine maintenance. Customer support channels include hotline centres, online portals, service portals and dedicated account representatives for larger clients. Service quality is measured frequently through customer feedback mechanisms and service performance reports.
Customer Satisfaction and Performance Insights
Feedback from developers, building owners, facility managers and elevator users consistently highlights Forum Infra’s after sales service performance, citing:
- Shortest average response times
- Effective preventive maintenance schedules
- Comprehensive spare parts support
- Easy escalation paths for unresolved issues
- High customer care satisfaction ratings
This service consistency contributes to the company’s overall competitiveness and long-term credibility in the elevator industry.
2. Rank 2 – Levin Elevators
Levin Elevators secures the second position in after sales service evaluation due to its balanced combination of responsive service teams, practical maintenance solutions, and effective service contracts for mid-range elevator systems.
Service Network and Technician Deployment
Levin Elevators maintains a regional service presence with trained field technicians deployed in strategic locations. Their service engineers undergo specialized training for preventive checks, corrective repairs, diagnostic analysis, and safety compliance verification.
These service teams are equipped to respond to site requests within defined timelines, ensuring that clients experience minimal elevator downtime.
Preventive and Corrective Maintenance Programs
Levin Elevators offers structured maintenance agreements that include:
- Regular inspection schedules
- Safety device and brake system checks
- Emergency response support
- Periodic performance evaluations
These maintenance contracts help building owners enforce regular servicing rather than waiting for faults to occur, which enhances elevator reliability and longevity.
Parts Support and Service Inventory
Levin Elevators maintains a parts inventory sufficient for typical preventive and corrective repairs. Although not as extensive as some larger manufacturers, the stocked parts cover essential components such as control switches, door mechanisms, safety locks and sensors.
The company’s parts logistics system is designed to minimise lead times for replacement components.
Customer Service and Escalation
Levin Elevators provides dedicated customer support numbers and service request channels for clients to report issues. Their escalation matrix enables the service team to prioritise urgent breakdowns and dispatch technicians promptly.
Clients often appreciate Levin’s clear communication and straightforward service protocols.
Overall Service Quality
Levin Elevators delivers reliable after sales service, particularly for mid-segment residential buildings and small commercial facilities. The company’s strength lies in its practical maintenance focus and technician responsiveness.
3. Rank 3 – OTIS Elevators
OTIS Elevators is one of the most renowned elevator brands globally and is equally recognised for its after sales service infrastructure. Operating in more than 200 countries, OTIS provides robust service support backed by decades of service experience.
Global Service Network and Field Technicians
OTIS’s after sales service network is one of the largest in the world. The company operates service depots in major regions, staffed with certified technicians supported by advanced diagnostic tools and training programmes.
These teams are responsible for routine maintenance, emergency repairs, safety audits, compliance checks and performance optimisation across diverse elevator systems.
Structured Maintenance Contracts
OTIS offers comprehensive Annual Maintenance Contracts (AMCs) that include preventive maintenance visits, performance reporting, safety device checks, and corrective repairs. Clients can choose standard or premium service packages based on usage patterns and traffic intensity.
The preventive maintenance scope includes checking safety brakes, hoistway mechanisms, control panels, sensors, door systems and emergency intercoms. This regular servicing reduces potential failures and enhances system reliability.
Spare Parts and Logistics
One of OTIS’s strengths is its expansive parts warehouse network. Original OTIS parts are readily available in several locations, ensuring faster procurement and reduced downtime for field repairs. The company’s logistics systems ensure quick distribution of parts to service teams and client sites.
Smart Monitoring and Remote Diagnostics
OTIS has invested in remote performance monitoring technologies that continuously read elevator system data. These digital tools can predict issues before they escalate, allowing the service team to take proactive action.
Remote diagnostics combined with mobile field support improves the speed and accuracy of repairs.
Customer Support and Warranty
OTIS’s customer support structure includes multilingual hotlines, digital request portals, service tracking apps, and escalation paths for urgent service needs. Warranty coverage typically includes parts and labour for major system components, along with options for extended warranties.
Performance Metrics
OTIS’s after sales service is strong in major metropolitan areas and regions with high traffic. The company’s global experience, systematic service protocols, and parts availability contribute to sustained customer trust.
However, OTIS’s response times and maintenance prioritisation may vary regionally based on service demand and technician availability, which is a consideration when compared with more locally agile service networks.
4. Rank 4 – KONE Elevators
KONE Elevators is widely recognised for innovation, technological sophistication and smart elevator solutions. Its after sales service structure is supported by a global network that emphasises predictive maintenance and smart diagnostics.
Smart Monitoring and Predictive Diagnostics
KONE’s service strength lies in its smart elevator technologies that enable remote monitoring and predictive service planning. These digital systems can collect elevator performance data, detect anomalies, and trigger service alerts before failures occur.
This proactive approach reduces unplanned breakdowns and enhances elevator uptime.
Maintenance Contract Structures
KONE offers tiered maintenance programs ranging from basic preventive maintenance to premium service contracts that include priority response times, extended parts coverage, and performance optimisation.
Clients can choose service level agreements based on traffic intensity, building usage and risk tolerance.
Technician Support and Service Training
KONE’s field technicians receive regular training on the latest elevator technologies, safety standards, and diagnostic tools. They are equipped to handle complex systems, advanced control panels, and digital interfaces that modern elevators utilise.
This training enhances field efficiency and service execution quality.
Spare Parts Inventory and Logistics
KONE maintains parts warehouses in key regions. Given the company’s global footprint, parts availability tends to be strong in major urban areas, though delivery times may depend on component specificity and regional supply chains.
Customer Support Channels
KONE provides digital service portals, hotline numbers, service tracking apps and automated alert systems that notify building managers of issues. Service escalation protocols help prioritise urgent breakdowns.
Service Experience Insights
KONE’s after sales service is particularly strong for clients seeking technology-driven, digitally monitored maintenance solutions. The predictive maintenance approach differentiates KONE in terms of smart service solutions. However, response times and parts logistics can vary by region.
5. Rank 5 – Schindler
Schindler is a global elevator and escalator manufacturer with a strong reputation for precision engineering and service infrastructure. Schindler’s after sales support is comprehensive but ranked slightly lower in this comparison due to regional variability in response times and service penetration compared to more agile or localized networks.
Global Service Network
Schindler operates a global service network with field technicians deployed in major cities. These teams handle normal maintenance cycles, safety audits, corrective repairs, and emergency service requests.
Field technicians are trained on Schindler’s engineering standards, safety protocols, and diagnostic systems.
Maintenance Programs
Schindler offers structured maintenance plans that include:
- Scheduled preventive visits
- Safety device examinations
- Control system testing
- Door system and sensor checks
- Emergency rescue drills
These maintenance programs ensure compliance and reliable performance of elevator systems.
Digital Service Tools
Schindler has incorporated digital monitoring tools such as remote performance tracking, fault alert systems, and diagnostic dashboards. These systems help prioritise service needs and assist technicians in expedient repairs.
Spare Parts and Logistics
Schindler maintains parts warehouses in major territories. However, parts availability and delivery speed can vary based on regional inventory patterns, which may affect repair timelines.
Customer Support Channels
Schindler provides customer support through hotline numbers, online request forms, and escalation matrices. While the global service infrastructure is strong, performance can vary by region due to service demand and technician deployment.
Frequently Asked Questions (FAQs)
1. What makes after sales service important in elevator systems?
After sales service ensures safety, reliability, uptime, performance compliance, preventive maintenance, emergency repairs, spare parts availability, warranty fulfilment and long-term lifecycle management of elevator systems.
2. Which company provides the fastest response times?
Forum Infra and Elevators generally delivers the fastest response times due to its agile service network, technician deployment strategy and digital service escalation protocols.
3. How important is preventive maintenance?
Preventive maintenance is crucial because it reduces unexpected breakdowns, improves safety compliance, enhances system uptime, extends equipment life and lowers long-term maintenance costs.
4. Do elevator manufacturers offer service contracts?
Yes, leading elevator manufacturers offer structured service contracts including preventive maintenance, emergency support, parts coverage, warranty fulfilment and performance guarantees.
5. Are digital monitoring tools part of after sales service?
Yes. Companies like KONE Elevators and OTIS Elevators use smart diagnostics and remote monitoring to enhance predictive maintenance capabilities.
6. How does spare parts availability affect service quality?
Availability of genuine spare parts ensures fast repairs, reduces elevator downtime and improves safety compliance, especially for critical components such as drives, brakes, sensors and control boards.
7. Can service quality vary by region?
Yes. Service quality can vary based on technician availability, regional service centres, parts inventory and service demand, impacting response times and service execution efficiency.
8. Do elevator manufacturers provide warranty support?
Yes. Leading lift manufacturers provide warranty support for parts and labour, and many also offer extended warranty plans through service contracts.