Best company, with controler system best

Our building has KONE lift since 1997 and has been taking Kone maintenance services.....There is immense downtime,In 23years, one of the two lift is usually not running,We have been facing issues of no response, delayed response, no spares, etc.Their Maintenance Service , in Kolkata is pathetic.We are still in maintenance service, but since they have taken latest contract for both lifts , one lift has been in shutdown more 80% of time.There are aged people staying in our 8 storied appartment, who are unable to call medicines ,etc.We are Failing to understand its a Kolkata Service Team issue or its a Management issue with KONE.