KitchenAid Refusing Repair

Ldamo3032 on 02/11/2021 - 09:04
Last edited 02/11/2021 - 09:05

Hi All,

I have a KitchenAid pasta roller attachment for my mixer that is about 3 years old, although I've probably only used it a 10-20 times.

When I was using it on the weekend the internal gears broke, such that it no longer turns. I was only rolling out some pasta dough - I don't think I was asking for it to do too much.

I contacted KitchenAid to ask if I could send it in for repair and recieved the following response:

—
Hello Damian

Sorry to hear that this has happened.

The attachments hold a 1-year manufacturers warranty so we are unable to assist you with a replacement.

These products do not have spare parts so this is also unable to be sent for repairs.

Please have this 10% off discount code XX to use on a future purchase.

Kind regards

—

I was hoping to get some good advice - is it worth pushing further or should I just let it go and buy a new one?

Thanks!

Home & Garden

Related Stores

KitchenAid
KitchenAid

Comments

  • Presence on 02/11/2021 - 09:13
    +10

    Products must be of acceptable quality, that is:
    safe, lasting, with no faults

    Products must:
    have spare parts and repair facilities available for a reasonable time after purchase unless you were told otherwise.

    https://www.accc.gov.au/consumers/consumer-rights-guarantees…

    I'd email back with some quotes from here. I HATE companies that don't sell spare parts. It's even more despicable when it comes from big name brands that market themselves as high quality. The fact they don't sell spare parts should be their problem - they are welcome to send you a while new unit if they can't offer just the bits you need.

    Alternatively I do recall someone was 3D printing spare parts for KitchenAid, might be worth a Google.

    • coffeeinmyveins on 02/11/2021 - 09:19
      +2

      Big name brands are decidedly getting less quality over time unfortunately.

      Unfortunately for OP, if they'd used it for those "10 times" in the first month and it broke, they'd be getting a replacement. 3 years out is a bit of a stretch.

      2 years past the warranty you might be out of luck. Just looked at the price of these things, ridiculous. over $200 for a pasta attachment?!

      and if you are to 3d print parts, just be careful because if they're under load, you might want something sturdier than PLA.

      • ESEMCE on 02/11/2021 - 11:30
        +17

        3 years out is a bit of a stretch.

        Bullshit.
        They're a premium brand, charging a premium price.
        Customers expect quality product that will last 10+ years, if not a lifetime.

        KitchenAid should be replacing or repairing the part.

        • coffeeinmyveins on 02/11/2021 - 19:41
          +1

          You spend 100 times as much on a car that has a 5 year warranty and you want a 10 year warranty on a piece of kitchen equipment? lol

          I don't disagree that something like this shouldn't die after 3 years, but tbh if it was used "10 times" I doubt that this would happen. It could have been washed incorrectly, had food left in it, or just a bad QC.

          • ESEMCE on 03/11/2021 - 15:50

            @coffeeinmyveins: I didn't mention warranty.

            Australian Consumer Law is the reference.
            If the customer was told at purchase that this would last 3 years, they might choose not to buy such a piece of trash at such an outrageous price.
            Even at 20 uses, that's $13 pasta for each use (before Ingredients)

            It could have been washed incorrectly

            Yeah, could be user abuse, but that's for KitchenAid to determine.. not to outright reject with no evaluation.

            If it's bad QC, then it's definitely a KitchenAid problem!

          • samfisher5986 on 04/11/2021 - 13:50

            @coffeeinmyveins: So then a house has an unlimited warranty right?

            Wrong, you don't understand Australian consumer law.

            • coffeeinmyveins on 04/11/2021 - 14:11

              @samfisher5986: Don't create a strawman out of what I said.

              you don't understand Australian consumer law.

              I do.

              3 years for a piece of kitchenware is perfectly reasonable. What if OP was using it every single day? Would you argue that it's still fit for a repair/replacement? lol

              • ESEMCE on 04/11/2021 - 14:47

                @coffeeinmyveins: As you point out, the years/age is largely irrelevant, it's only the usage that matters.
                KitchenAid will be able to determine an approximate usage by analysing the item.
                But to date they've not even bothered.

                Assuming it's not a fault brought about by user abuse, it's likely a quality issue in the gearset. But KitchenAid are refusing to even consider it a possibility.
                Doesn't say much for their customer service or the perceived versus actual quality.

              • samfisher5986 on 04/11/2021 - 15:05

                @coffeeinmyveins: Clearly you don't know because Kitchenaid themselves replaced it under ACL.

      • Drakesy on 02/11/2021 - 12:49
        +1

        Have to agree with @dchurch1 on this one.

        3 years is a stretch given it's a 1 year manufacturers warranty - one that you accept upon purchasing the item.
        There's no way for them to tell that you've only used it 10 times in that period.
        For all they know you could've used it every day.
        Also it may have been washed incorrectly/stored/incorrectly used and degraded. A lot can happen over 3 years to metal parts.

    • damo3032 on 02/11/2021 - 09:25
      +1

      Thanks for the advice, I wasn't super keen to fork out another $150 when it should be a realitively simple repair - plus I kind of got annoyed at the 'not our problem' kind of response. I'll push back a little and see how I go.

    • Hybroid on 02/11/2021 - 10:13
      +2

      You're talking ACL. The above is Warranty. People constantly confuse them but they are not the same thing.

      Almost any company will happily tell you to go away after 1 year warranty is up if you are claiming warranty/repair.

      You are correct though, next step is OP to respond citing ACL specifically. That'll be a different process.

      • Chandler on 02/11/2021 - 12:07
        +1

        Many people miss this distinction.

        Warranty is not ACL. ACL is not Warranty. They are related, but not the same.

        Warranty is any promises the manufacturer/seller make about the product. 1 year warranty = we promise you you will have no defects with this product for 1 year. If you're past that period, you are not covered by warranty, and companies have every right to reject any "warranty" claims. Some will review it and figure it will be covered by ACL and give you a remedy under "warranty" even though you're past the warranty period.

        ACL (Australian Consumer Law) is a law passed by the government that states that products should last for and have spare parts and repairs available for a reasonable period (as per Presence's comment above). This is law - manufacturers/sellers have no say about this. It is, however, a little vague in parts (i.e. what is a "reasonable period"?)

        In OP's specific case, as other's have said, with KitchenAid being a premium brand it would be reasonable to expect the product to last a number of years, even more than the warranty period. And even it it was reasonable to expect the product to break over the period OP has had it, it is not reasonable to be unable to get spare parts or repairs.

        • Almost Banned on 02/11/2021 - 13:16
          +4

          Actually - you have missed the distinction.

          For all reasonable current purposes the ACL IS Warranty.

          Products supplied to consumers in Australia typically come with both a express manufacturer's warranty, and implied statutory warranties (the ACL refers to them as 'guarantees' rather than warranties - but for present purposes they are indistinguishable).

          In addition to the ACL there are several other pieces of legislation that imply warranties or guarantees into certain transactions.

    • Tech5 on 02/11/2021 - 10:17
      +1

      Hmm I don't think that the second line would apply after 3 years? Or for small items such as this?

      What if my iphone leather case tore. How would they have spare parts for that?

      • Presence on 02/11/2021 - 10:56
        +1

        They still sell the pasta attachments though. It's not like they are no longer made.

        If your iphone case tore it would be up to the seller to decide to send it off to a leathersmith or replace it - consumers are not expected to be technical experts and are not responsible for manufacturers supply chain issues. Just because it's inconvenient for them doesn't mean it's no longer their responsibility.

      • terlalu on 02/11/2021 - 11:03
        +1

        You got to click on the link that was also posted and read the Consumer Guarantee in full.

        The second line quoted is in the context of the first, and says products must be of acceptable quality - which takes into account what would normally be expected for the type of product and cost. This covers a whole bunch of things, such as being fit for purpose, not have any hidden costs etc., but also including having spare parts and repair facilities.

        The remedy for all this is that the business would have to either repair i) replace or refund, and/or ii) compensate for damages & loss.

        Your phone case probably won't have spare parts for a repair, and you'll likely just get a replacement or refund (if you can argue it wasn't of acceptable quality).

        • Tech5 on 02/11/2021 - 19:31

          So I guess then the question is not about whether or not they are offering repair, but whether 3 years is a reasonable lifespan for an attachment

    • aoeueoa on 02/11/2021 - 13:11

      The Kitchenaid itself has parts for repair. The broken part is the pasta attachment which is an external attachment. Its reasonable that that doesn't have spare parts for repair. 3 years warranty on an attachment is desirable but not really within unreasonable not to have either.

      You can't 3D print (as in home 3d printing) metal gears.

  • Melb69 on 02/11/2021 - 09:14
    +3

    The supplier has no idea how often it was used, so the offer is reasonable given it's 3 years old. They offered a discount, but you maybe able to get it cheaper in a sale

  • Heaps for Cheaps on 02/11/2021 - 09:23
    +1

    Which store did you buy it from?

    Can you include the original email you sent to KitchenAid so we can have more context?

    • damo3032 on 02/11/2021 - 09:26
      +3

      Bought it from David Jones.

      I place an enquiry through their "Contact Us" on their website as below:
      Hello, I have a Kitchen aid pasta roller for my machine that hasn't been used many times (<20), even though I've had it for a few years. I was using it on the weekend and the roller made a bit of a crunching sound. I stopped the machine immediately and pulled out the pasta but after that the roller stopped working. I had a look and the machine is working fine, the attachment just does not drive the roller. I can provide a video if required. Can you please let me know how I could get this repaired or replaced. Serial number is XX Thanks, Damian

      • Heaps for Cheaps on 02/11/2021 - 09:29
        +3

        That is excellent that you purchased it from a reputable retailer. I would first go back to David Jones and ask them for a repair, replacement or refund. I think you'll have success that way.

        • damo3032 on 02/11/2021 - 09:31
          +2

          Thanks! I'll definitely give it a go - fingers crossed.

        • Melb69 on 02/11/2021 - 09:33
          +3

          OP can try, but I think the issue is the amount of time that has past. It really is up to the manufacture. They have offered a discount. Still not ideal, but better than nothing as technically they don't even need to offer that

          • Chandler on 02/11/2021 - 12:16

            @Melb69:

            It really is up to the manufacture.

            No it is not. Compliance with ACL is the responsibility of the seller. The seller may liase with the manufacturer as part of the process, but it is ultimately the seller's responsibility.

      • KaTst3R on 02/11/2021 - 09:55
        +3

        For any out of warranty assistance, the right process is to contact the retailer first. Then they will liaise with the manufacturer. Because that is the first question, ACCC or like your state's trading dept will ask "Did you contact the retailer who sold you the product".

  • Melb69 on 02/11/2021 - 09:34

    Just looked up some cheaper alternatives under $100 to $130 which could be an option

  • elgrande on 02/11/2021 - 09:42
    +2

    The real question is what did you eat?

    • damo3032 on 02/11/2021 - 10:05
      +1

      Packet pasta :'(

  • terlalu on 02/11/2021 - 09:59
    +12

    I would expect a $279 attachment that only rolls pasta dough to last more than 3 years though.. Even if it was used once a day, that would be less than 1100 uses. Gears should last a lot longer than that.

    • tell them you'll accept a replacement if they don't have spare parts and cannot repair
    • ask to be referred to someone who can help you if the person you're speaking with cannot. Usually someone in charge of complaints and not handling customer service emails
    • Large companies normally have internal policies that oblige them to deal with formal complaints. Trick is to get it past customer service.
    • you've got nothing to lose by sending off a few more emails to keep pushing it
    • damo3032 on 02/11/2021 - 10:05
      +1

      Thankyou!

      • Lichen6420 on 02/11/2021 - 13:01
        +1

        I agree, it is a premium product that they know and reasonably expect a consumer will not be using every day.

        I think a reasonable person would expect this particular product to have a fairly extensive lifespan. It is not a $20 ebay special, it is a $290 attachment supplied by a reputable premium brand.

        The whole thing reflects very poorly on Kitchenaid… makes me think twice about buying their products.

        Also on reading the reviews it seems their pasta rollers have serious quality control issues.

        https://kitchenaid.com.au/products/pasta-cutter-angel-attach…

        On a side note I really feel like fresh made pasta now :)

    • jorf on 02/11/2021 - 13:34
      +1

      This. Be persistent and firm (without being a dick). Keep responding and chase them up if they don't reply.

      If you cost me money and don't want to help, I will waste your time until it cost you more than just helping me in the first place. I have got what I wanted out of quite a few big companies because they just wanted me to go away.

  • aoeueoa on 02/11/2021 - 13:13
    +2

    Youtube has a few DIY repair videos fro this. seems to be a common part that breaks

  • damo3032 on 02/11/2021 - 14:48
    +15

    Just wanted to say thanks for all your advice! I pushed it with another two emails, using some of the details above and they agreed to provide a replacement!

    I would have been happy to pay $20-odd for a replacement part, but thought it was a bit unfair that KitchenAid expected me to buy a whole new unit. The outcome was definitely better than I expected.

  • Geekomatic on 02/11/2021 - 16:11
    +2

    Glad it's sorted. I have one of the hand crank machines (no-name brand) that I've used for years and I can't even imagine why it would break. The KitchenAid brand is supposed to be the best. What a lousy, initial response from that company!

  • OzHunterNSW on 03/11/2021 - 10:00
    -1

    3Years later, and you expect KitchenAid to grant you warranty - now that is a bit too much - don'y you think?

    How could you possibly be thinking that a three year old device, clearly out of warranty, would be covered under a warranty?

    Just pull it apart and seek to replace the broken component. It could be a simple fix. A cog out of alignment!

    • Grunntt on 03/11/2021 - 10:41

      you expect KitchenAid to grant you warranty - now that is a bit too much - don'y you think

      I can't see how you can jump to that conclusion just based on the OP comments.

      Can you please let me know how I could get this repaired or replaced.

      There was no specific request for it to be addressed under warranty.
      The way it was phrased leaves it open for the company respond that way but it is not demonstrating any 'entitlement' to it happening.

  • Deridas on 03/11/2021 - 13:43

    Just playing the devil's advocate, I know nothing about pasta making gadgets.

    For any product to have a "1-year manufacturers warranty", it really tells me under normal use the manufacturer believes after 1 year the risk of failure progressively increases. Whilst ACL does say it should last "a reasonable period", from my complete lack of understanding on the product and based on purely on the "1-year manufacturers warranty", then "reasonable" to me would seem to be one year. Many people are here saying it's a premium product, expect more than 3 yrs/lifetime etc - if this product really was meant to go the distance one would expect the manufacturer to quote that. (For example, car window tinting). Instead, the manufacturer states 1-year, OP bought it with the acknowledgement of one year, and now 3 years later there is a complaint about breakdown and most of the people here say "must be premium, expect 3 years blah…" - don't forget OP bought this acknowledging that there is just a 1 year warranty, and the pub test would presumbly conclude that this product, no matter how "premium" it is, probably not expected to last that long.

    Just my two cents.

    • TimmyTims on 04/11/2021 - 08:19

      Block-quote it really tells me under normal use the manufacturer believes after 1 year the risk of failure progressively increases.

      Not necessarily, some companies base their warranty on how long it would take for a manufacturing defect to appear or common failures to occur. Eg, if it survives the 1 year warranty, it has been built and used correctly.

      Just another way of thinking of it

    • samfisher5986 on 04/11/2021 - 13:56

      Your logic completely falls down when you look into reality.

      Are people selling their brand new cars for metal scraps after 5 years?

      Are people throwing away their computers after 1 year?

      What about a brand new fridge after 1 year?

      The fact is that there are many reasonable expectations for how long something should last, and that is exactly what the ACL is there for.

      Warranty has nothing to do with how long a company expects a product to last except in a few specific situations where there is warranty length competition among companies, which is rare.

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