KA customer service is great! Chit Chat Discuss KA customer service is great! in the General forums; I mixed up some dough this AM and noticed some metallic (maybe graphite) residue had dropped on top of it ...

[Les]

I mixed up some dough this AM and noticed some metallic (maybe graphite) residue had dropped on top of it from the mixer. I called customer service and told them of the problem. I though I bought it last November but they said the serial number shows that the warranty had expired. Anyway, without question, they are sending me a brand new unit. You don't see that kind of service very much these days - awesome.

Les...

[dmun]

I guess they have gotten such a bad rep for their problematic gearboxes that they are making an extra effort.

[Les]

I think you are correct David - when they used plastic gears it was a PR disaster. I don't know how much they saved per unit but they lost a hell of a lot more in sells because of it.

Les...

[egalecki]

I'm glad they're replacing it. Mine is a reconditioned one (I've had it for nearly 7 years) and right after I bought it, it made a horrible sound. I called the number indicated on my paperwork- and after having a really silly argument with some woman about whether it was a "grinding" sound vs. just a bad sound (I ended up having to put the phone up to the unit so she could hear it!), they sent me a new one.

It was never a question of them sending a new one or not, apparently she just had to put down the "correct" noise. The replacement has functioned well under a fair load ever since!