Poor customer service
Submitted by Broken Machine -
12/20/2018
I bought this mixer 2-1/2 years ago. I bought the Professional, 6 quart model, knowing that I would be making big batches of baked goods. Due to being busy, I was only able to use the mixer a few times in the. First two years. Then, this past Spring, I started using it to bake gluten free cakes and cookies, to sell. Well, about the third batch, I started hearing an awful clunking noise. We were in the middle of a big project, so I washed to mixer and set it aside.
About a month later, we started trying to figure out what to do. The mixer was out of warranty, by that time. We figured, since the warranty was up, and my husband has a lot of experience fixing appliances, so, we decided to take it apart and try to fix it ourselves. It turned out the main gear had several fins broken off. I went onlline and bought a kitchenaid replacement part and new grease, and we replaced thee gear.
It worked fine for about a month and a half, and the gear broke again. So, I bought another gear and we replaced it. From that point on, the mixer worked but made a slight thunking and whining noise. So, this time, I looked for a local appliance repair shop. The one local shop, that used to repair Kitchenaid stand mixers, didn't do so anymore, as their repairman had retired.
So, I called Kitchenaid, hoping that their repair department could give us a clue, as to what we could do to make it work again. The customer service person, was downright RUDE to me. Even though I told her the machine was out of warrenty, we used Kitchenaid authorized parts and my husband was experienced fixing appliances, she said (and repeated about 15 times), once we opened the machine, they could no longer help me. I asked to speak to the repair department and she refused to transfer me. I asked to speak to her supervisor and she refused to transfer me.
In the end, she told me, that I should just buy another Kitchenaid stand mixer. I said, I paid almost $400 for this one and only used it, maybe ten times. I was NOT going to buy another one for the now almost $500 they are costing. So, she said, if I paid shipping both ways, they would try to find out what was wrong with it, and the cost would be anywhere from $120-200!!! That was on top of the cost of shipping both ways. This is a heavy machine, so it could cost anywhere from $20-35 each way, and that would make the total as much as $260 to repair a machine I used no more than ten times. So, I told her I would NEVER buy another kitchenaid appliance!
At the time I was extremely busy, so I bought a different brand stand mixer, and continued to bake. This mixer did not break after ten uses!
I recently found a local shop that repaired kitchenaid, and took it to be repaired. The repairman has been fixing appliances for 60 years, and has fixed many kitchenaid stand mixers. He could not figure out what is wrong with our mixer. He said, we did everything right, and he couldn't fix it. So, here I sit with an almost $400 machine that doesn't work. I am NOT happy, and cannot recommend the quality or customer service for kitchenaid stand mixers. :(
Originally posted on Kitchenaid.com
No, I do not recommend this product
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