The Fresh Loaf

News & Information for Amateur Bakers and Artisan Bread Enthusiasts

Kitchen Aid Custumer Service Experience

molly2004's picture
molly2004

Kitchen Aid Custumer Service Experience

Hi, just thought I'd share my experience for the benefit of those who just ran into problems with their KA.

 I had a KA Ultra Power, purchased about 15 years ago.  Used it on and off through the years, but really cranked up use the last three months or so when I discovered bread baking.  I prefer whole grain breads so have been experimenting with these heavy doughs.  My machine started to smell funny about a month into my bread baking venture and has been sounding funny ever since.

 Last weekend, I basically resigned myself to saying sayonara to an old friend.  I called up KA because I wanted to see if it could be fixed first.   I had planned on getting a Bosch, but the price tag just made me heartsick.  I described to the rep how I had been using my machine.  Even though my machine was 15 years old, the rep said that she was concerned about the smell my machine was emitting.  She offered to replace the machine...granted with a refurbished one, but that's better than having to buy a whole new one outright!  She upgraded me to an Artisan level machine with a choice of colors. 

So for those of you who's KA is konking out and are loathe to get a new machine just yet, give customer service a call.  They might be able to help.

 

Thanks for reading.

 

PaddyL's picture
PaddyL

Wow, that is something else!

cheesecake man's picture
cheesecake man

Molly2004,

Do you know the name of the customer service person that helped you?  I would like to talk to him/her.

My 6 qt mixer went out, it is only 4 1/2 years old, the gear broke while mixing cheesecake batter., This happened about three months ago.  I took it to the local Hobart service center and had them order a new gear.  I am fairly mechanically inclined and installed it myself and knew right away it was incorrect even though it is the correct part number. So, I took the whole machine to the service center to wee if they could fix it.  Come to find out, the new machines have a different motor and the parts do not interchange.  In order to get mine fixed they will have to install a new motor to the tune of over $400.00.

I have called Kitchen Aid customer service twice, once about a month ago and again today, after I read your comments.  They refuse to do anything and have no answer as to why the parts are not available for such a new machine and the people I talked too really did not care.  They only kept referencing the 1 year warranty and said "sorry".  So, if you can direct me to who you talked to I would appreciate it because I really don't want to pay the price for a new machine just in order to get mine fixed.

Cheesecake man (Rick)

molly2004's picture
molly2004

Sorry for the delay in my reply.  I went home to dig through the info I have to see if I wrote her name down.  I did not, I'm sorry.  I'm wracking my brain.  Maybe her name was Amy?  She sounded like a young woman.  Don't know if that helps any.  I'm really sorry I can't be of more help.

Good luck!

Oldcampcook's picture
Oldcampcook

I bought a used Bosch Universal mixer through Ebay about 8 months ago and I couldn't be happier.

I use it weekly to mix anywhere from 10 to 20 loaves of bread.  I even overloaded it once with 12 cups of flour one time and had no problem.  My usual batches are 6 cups of flour.

I find the clean up pretty easy.  The dough hook and the bowl come clean with minimum effort.

Bob

Plannerjohn's picture
Plannerjohn

I've had similar experiences with KA customer service.  I had to call them twice after purchasing my artisan mixer and both times they were extremely knowledgeable about the product, eager to help, and generous with their service beyond what any reasonable person could expect.   To be more specific, when the lock mechanism on my mixer head broke they provided the following services:

Mailed me a brand new mixer of the same color

Told me to repackage the old mixer in the new mixer's box, then paid for fed-ex to come by and pick it up from my house.  They even gave me 30 days to do this so I could make sure the replacement mixer worked out just fine.

They also restarted the 1 year warranty from the date of receipt of the new mixer.

Since then i've bought more KA appliances due in part to my experience with their customer service people.