KitchenAid Customer Service reputation well-deserved!

For Christmas this year my sister and brother-in-law gave us an attachment for our KitchenAid mixer which had been on our list for quite some time: the ice cream maker. We’d been having problems with store-bought varieties going soft on us — even the upscale brands like Mövenpick and Langnese.

So we thought we’d give it a go making our own ice cream. Sis & BIL were kind enough to provide the necessary equipment (accordingly, they got some sausage-making attachments from us)… or so they thought! The box and instructions inside it both state that the KICA model Ice Cream Maker Stand Mixer attachment is compatible with all [emphasis mine] KitchenAid brand stand mixer models.

Lo and behold, after returning to Regensburg from Michigan, it was not so. Obviously there are different stand mixer versions (owing to different electrical systems around the world), but they don’t all have the same planetary drive hardware, which is critical to the design of the KICA “dasher” (the paddle which churns the ice cream batter for you).

We weren’t the only ones to have discovered this. Google searches quickly brought us to mobileliving.info‘s post on exactly this topic. We didn’t really want to shell out for replacement parts without an assurance from KitchenAid that we wouldn’t be voiding the warranty, so we tried our luck contacting KitchenAid through three avenues:

KitchenAid Ice Cream MakerLive customer chat with KitchenAid USA was a bust; since we live in Germany, we were referred to the support avenues on kitchenaid.de. I gave it an honest try, but the only contact method was via telephone, and I was not willing to call them. Fortunately, we got answers back both via Twitter and email, and Cheryl C., KitchenAid’s Digital Detective, was immediately on the case. Just twelve days later the replacement parts we needed to make our cool, creamy dreams come true arrived, and everything worked just as (originally intended).

Today was the testing of the first batch. Absolutely yummy! Big, big thanks to the Schwester+BIL and Cheryl C. for making that customer reputation well-deserved!