Kitchen Aid stand mixer

Did you only talk to a representative. Insist that you be put on the
phone with at least a manager, their supervisor, etc. If they can't
do anything about the damage and what you would like them to do for
you to resolve this matter, talk to someone higher up. If all fails,
talk names, write a letter to corporate detailing what happened, who
you talked with, and what they said (or their excuses). Then, again,
let the recipriant of your letter know exactly what your demands (if
you would like to tone it down, what your wishes are to resolve the
issue). Make sure that the letter is sent certified mail, return
receipt requested. Keep a copy of your letter for your file. Good
luck!

I just have one question, why did she write to Kitchen Etc? Did she
purchase the stand mixer from them? I have had the Kitchen Aid Stand
Mixer for about 4 years now, and one time I did put the hub part on
loosely, and the only thing that happened was when I turned on the
mixer, it fell off on to the counter. Very slowly at that too.

If the knob was tight, that cover would not come off in using the
mixer directly afterwards.

If the knob went flying, what actually happened is that it fell into
the mixer (due to gravity), and was then launched at a high speed out
of the bowl. If a wood item were hit, damage would most likely occur.


The cover and screw can't "Wear out" unless the threads on the screw
became damaged. There is nothing to wear out. There is no reason to
take the screw out, and if you had and put it back in wrong that is
not Kitchenaid's fault.

This happened to my mixer - it caused quite a noise but no damage to
the bowl or paddle.

Having the cover hinged now is probably the result of problems such as
we have had. Not good to have something that vibrates be able to come
loose and let the item it is holding fall into a "mechanism". Perhaps
they recognized a weakness and corrected it.

So my deduction is that is is a bad design because it relies on Susie
and Sam Homemaker to check the bolt to make sure the screw it is
tight. I haven't checked the manual - it probably says something
about it. So, you want the improved design to replace your old mixer.
Sounds grand, but I don't see why Kitchenaid should do anything to
help you get that model. I have two of the old models. I would like
the new model also, but I don't desire to spend the $ for them. If
the tire goes flat on my car, I can't go to the dealer and ask for a
new car with the fancy tires that never go flat. I also can't ask
them to pay for the rim that got ruined when the tire went flat.

I guess what I don't understand is, if this is an older model, (and
I'm going to assume here that a problem like this has never happened
before) that perhaps the mixer itself is just worn out?

Given that, I'd have to completely agree with the other commenters and
say that the offer by Kitchenaid is quite generous. To be honest,
they could have told you that they aren't obligated to help you out at
all on an appliance that old.

I also don't think they are intentionally minimizing the damage to
your kitchen or the potential safety issues, but honestly, what more
can a customer service rep do? Other than offer to file a damage
claim (which you claim you don't want) and they even offered you the
opportunity to upgrade the defective part at less than what it would
cost you to buy a new mixer, it's not like there were many other
options for them to present to you.

Bottom line, they offered you some remedy to your problem, which,
given the facts as you've stated them, was wholly fair. You are
basically saying it's not enough and unless they give you a brand new
mixer, you incinuate that you will bad mouth them to everyone you
know

Yeah, that will get them to help you. . .

I'm in agreement with other posters.

Kitchenaid offered to replace and older model with one that had be
reasonably refurbished, or allow you to upgrade.

Sounds reasonable.

I'm a bit confused by your point of view - - and I'm also wondering
how old your "older model" mixer is.

They offered you a refurbished newer model of what you have and you
didn't want that. You told them you want a hinged hub model and they
agreed to send you a refurbished one for an upgrade fee (of which you
don't state the dollar amount) and you also didn't want that. When
you told them you thought they could do better they suggested you file
a damage claim to which you replied "I don't want to claim damages to
my kitchen . . ." so it sounds to me like you just want them to ship
you a brand new, current model mixer - - and it seems odd that you're
more concerned over a mixer than your kitchen cabinets and flooring.

So what's your point - - that your new kitchen cabinet and flooring
was damaged by the mixer malfunction or that you want a brand new,
upgraded model mixer for free?

You don't say how long you've had your mixer, but I know that their
stand mixer's last almost forever - have you ever noticed all the
cooking shows use them? Considering your mixer could be 20-30 years
old, they're very generous to do anything

I have used kitchen aid products (I don't have the mixer) and I know
that they stand behind their products. They've been more than
generous with you - you make it seem like all you want is a brand new
mixer for free.

Am I reading too little into this?
Is this not a simple case of operator error in not
securing the removable metal hub prior to firing up the machinery?
Bill R.

I have to agree with the other posters.

I think Kitchen Aid was more than fair and, if the comments here are
any indication, your thinly veiled threat of bad-mouthing them have
backfired considerably.

I've never owned a Kitchen-Aid product, but having read how generous
they've attempted to be with you, they will definitely have my future
business.

I'm not sure that you can really fault the company for such a "freak"
accident. You make it sound as if you've gotten plenty of use out of
your mixer, so to expect the company to do any more than it's already
offering to do seems a bit much.

As it is, I'm really suprised that Kitchen Aid is offering to send you
a free refurbished model. And over top of that, they are offering to
send you an upgraded model for a little more money. To go even
further to satisfy you, they've let you know you are able to file a
damage claim. What more can they do?

After reading your letter and the "word of mouth" it provides, I must
say that I am even more inclined to purchase Kitchen Aid next time I
am in the market for a mixer or other appliance. I see from your
letter that they are willing to stand behind there products.

I agree with the others. I think KitchenAid has been more than fair
with their offer of either a refurbished model of the same mixer or a
refurbished hinged model mixer for an upgrade fee.

You admit that your mixer is an older model and you have used it many
times before. Many manufacturers would tell you that you were
completely out of luck and not even offer a replacement. Also, they
did offer you the opportunity to file a claim for the damages to your
kitchen, why are you not taking them up on it if it caused so much
damage?

I have a Kitchenaid Mixer and user it often. I really don't see how
this part went flying around unless it fell into the mixing bowl. Is
this what happened? I will know now to check that piece when I use it
and make sure it's nice and tight.

You mentioned that it's an older model that you've used many times.
Unfortunately, appliances don't last forever, and things like this can
happen when they start to break down. It sounds like the newer models
have design improvements to prevent accidents like this one. I'm
guessing your mixer is out of warranty, and Kitchen Aid really doesn't
have any responsibility. I think you should accept their offer of a
refurbished or upgraded (at a fee) mixer. A pretty fair offer, in my
opinion.

While I think that this incident was unfortunate, I think that kitchen
aid was being more than fair. I'm surprised that they did anything,
since most companies these days do not tend to stand by their product.
What Kitchen Aid was trying to do is make you in the position you were
before you had the mixer, giving you a mixer that is a similar model
for free. It is not a chance to get a better model for free.

As far as the claim I think unfortunatly that is the way you are going
to have to go. While I would be as frusterated as you if this
happened, I don't think Kitchen Aid is going to budge on this.

I'm surprised this piece flew off with such force to damage a cabinet,
ricochet and dent a hardwood floor. I own an older model Kitchen Aid
Mixer and have been more than satisfied with their product and their
warranty. I also had an issue past warranty and haven't had a problem
with the refurbished model. They did their best to make me "whole" and
not need to pay for another mixer.

It's basically a screw on cover that has nothing behind it but a
turning mechanism to power the attatchements. Did it fall into the
bowl and get flung out with the paddle first? I have a 4 and a half
quart model and I know kitchenaid has a one year warranty on all their
mixers (currently in the 240 to 550 price range. The only differences
are the size of the bowls, the power of the motors and wether it has a
screw on cover or a hinged cover).
So if the machine is one year or less, they will replace it with a new
model. Their policy after that is a refurbished model, which dosen't
mean second rate... it has to meet their quality standards the upgrade
charge is because the refurbished model you'll be getting is of a
better quality than the one you currently own.

Anyway, i think the key word in your letter is clearly "accident".
There's nothing behind this cover to cause the kind of force needed to
make it a projectile. If the screw were fastened properly, it couldn't
fall into the bowl, another way of making it move with such force.

I agree it was unfortunate but I also agree it was an accident. I
think their offer of a refurbished model,even an upgraded model at an
extra fee, IS showing they care for the customer. And the option of
filing a damage complaint is still an option at your disposal either
with Kitchen Aid or your homeowner's insurance should you not accept
their offer(s).