Otis Elevator Company — Spare parts replacement on hold, complain # 3978216

Address:

Philos Cooperative, Newtown, Kolkata 700156, AE 79

Before you come up with any dues / outstanding, would like to understand what's the process OTIS follows while processing any contract Renewal ?

Secondly, we renewed our contract on the month of Mar'21 and it was upgraded to Classic Contract so none of your representatives stated any amount is showing up as due against our account then how come this is showing up now ? Please recheck your accounts as this is not acceptable. For any incorrect reconciliation from your end we're not really responsible.

If anything was pending from 2019, this should have been communicated way back and not now when I raised a complaint. Per the email received from Arindam Chandra on 16th Mar'21 there is nowhere mentioned that XYZ amount is due and we paid the cheque as per the table provided by him and Philos cooperative is not responsible for the same.

Thirdly, I raised a complaint on 13th Aug'21 & technician visited the premises on the next day however, per your TAT you should visit within 4 hours of the complaint being raised. Per the technician, one of the spare parts got damaged and the same needs to be replaced & they confirmed they'll be fixing it on Monday ( 16th August ) however, none of them visited with the replacement spare parts. So per our latest Classic contract all the spare parts replacement is included in it and no extra charges need to be paid to OTIS hence process the replacement on priority as there are residents in the premises who are facing issues with this uninterrupted service as discussed.

For any outstanding / dues related matter, we need to have proper validation and justification and if needed schedule a call with your Zonal Head or if possible include someone from Head office as we keenly interested to know the process or if required, loop in your senior in the same email trail. We already paid the cheque on the March month as you requested and hence don't want any unnecessary delay now on the spare parts replacement hence I would again urge to process it ASAP and get it replace by tomorrow. This is already 4th working day running post I raised the complaint and the complain # is 3978216.

Looking forward for your swift action here. Enclosed is the contract copy for your reference.