Imagine this situation. One day you go to the landing to call the lift in your building. You stand in front of it and when you go to press the up button you get a surprise: the lift doesn’t work! You’re living a lift breakdown!
We have all experienced this situation at one time or another. In such cases you should call the Customer Service Centre of the company that maintains your machines. It is essential that they know your exact address and the specific lift that needs to be repaired.
To do this, you give them the postal address and they identify the property. They then ask you if the lift is the left or the right one etc. You are then in doubt because you don’t know whether you should be facing the lift from the front or from the inside of the cabin.
But what happens if you don’t know how to identify your machine? Logically, the technician will go to the wrong place, with a clear consequence: the fault will remain unresolved. To prevent this from happening, we have compiled the doubts, the most common errors detected in our day-to-day emergency call reception and some tips that will be very useful to you.
Keys to identify your lift in the event of a breakdown
In many buildings, both public and private, there are two or more lifts together. Being able to specify whether the faulty lift is the right or the left one is essential because the technician will only act on that machine. Remember that to clearly and correctly identify the machine, you must be facing the lift.
There is another way to indicate which lift is faulty, by providing more specific data to the operator. This is an example:
Machine number
Some customers with many machines in the same building decide to give them an internal numbering and usually identify them inside the cabin. We have them registered with the same nomenclature to facilitate their identification. This is common in hospitals, shopping centres or in the metro.
Remember that our premise is to offer you all the help you need in the event of a breakdown. And we believe that the more information you can give us about your lift, the easier and quicker it will be to identify it and solve the problem.
Name of the building or company
The name of the building or company helps to know where the lift is located. Sometimes the building has a name and this makes it easy to find the exact location of the lift breakdown.
The most common mistakes when trying to identify a lift
For those not familiar with the above, it is sometimes difficult to identify the lift breakdown. In our experience, these are the most ‘conflicting’ situations:
When the building is situated between two different streets
The caller gives us an address that we cannot find in our database. We then ask the customer if the street is on the corner of another street, to corroborate if we have that customer registered under the name of the other street.
When the lift is in a complex direction
Such as an industrial estate or in remote areas on the road.
When the same address exists in different populations
We are responsible for the maintenance of both. This can lead to misunderstandings, such as registering the warning with the incident in the wrong municipality. That is why it is so important, however obvious it may seem, to clarify to the operator the municipality in which the machine is located.
When the same customer has lifts in different streets
For example, a municipality or other official body, and you do not know the exact location where the fault occurred. Our maintenance machine may record the message at an incorrect address.
When a building has several lifts
The caller does not correctly specify which lift is out of order. This happens more often than we would like. Therefore, to help you know how to identify the specific lift, we have provided these practical tips.
If we make a mistake when giving any information to the maintenance technician (such as the name or number of the street where we are), they may go to the wrong address. In these cases, the fault is considered to be resolved and the customer has to return to claim the notification.
Our commitment
A lift can break down at any time. If you call our Customer Service Centre from your mobile phone, you should follow the advice we have given you in this article.
If, on the other hand, the incident catches you inside the cabin and you call us by pressing the bell button, there will be no problem for the operator to identify the lift, as the operator will be able to see the machine’s file. Our Customer Service Centre does an impeccable job in providing and coordinating the necessary information.
And if you have an emergency, we are available 24 hours a day, 365 days a year.
We have professionals always on duty to look after your safety and your health!
