My 13 year old kitchenaid started making weird noises so I called customer service. They gave me the name of an "authorized repair center" in my town. Great, or so I thought. I call them to find out when I can bring it in and will they give me an estimate of cost and time, etc. No, they don't have anyone here to fix it, they mail it to another location to fix it. No, they can't give me an estimate of cost or time. No they don't have an average return time.
I call Kitchenaid back. The next nearest location is 3 hours away. They can send me a return and repair kit for $32 but I won't have my mixer for 6-8 weeks. I tell her I can't be without my mixer for that long, I use it everyday. Maybe I can get by for a week, but not 6-8 weeks!! 
Now, I was planning to buy another kitchenaid this week, but I can't use it for regular stuff-it's for Passover, and if I use it for regular flour items it won't be kosher for Passover. But now I don't even know if I want to buy another kitchenaid because they aren't being very helpful. What happened to their wonderful service??
Thanks for letting me vent!
Kathi
You might consider buying a small hand mixer to get by while the KA is being repaired, and maybe getting a Hobart or other brand for the Kosher Mixer. (My KA is 20, I fear for it's life. I'm getting a Hobart as a second mixer, and then will have one that's new and the KA will no longer be so important.) Can't imagine being without a mixer for 6-8 weeks.
OK, I know zip about keeping kosher, but could you use the same machine if you purchased a extra bowl and paddle or use the bowl and paddle you have now on the new machine and save the new one for passover? One problem how are you going to keep the flour from dusting the new machine? Does that even matter?
Narie,
I have to keep all Passover equipment in a separate area of the house when it's not Passover. Only after non-Passover equipment is away and everything is clean and flour/leaven free do you bring the Passover items out. You must have a separate mixer because flour gets into the crevices and all the little areas you can't easily clean.
I don't want to buy a hand mixer because I have burned out to many of them and I don't want to waste any money like that again. I haven't tried a non-authorized repair center but I guess it can't hurt. I guess I'm just frustrated because I love my kitchenaid and I have always heard such great things about their customer service, but when I finally need it, it's not very helpful!
Kathi
I can certainly understand not wanting to spend extra money (and I do know little mixer don't have enough power and easily burn out). Since the KA is out of warranty, go for the unauthorized repair place. The authorized dealer is used because they'll install on KA parts (and I have no idea if there are other brands that will fit) and KA will pay for the repair, otherwise, chose the one nearest you to get you KA up and running.
What is it that you want KA to do since there isn't a an authorized dealer in your area? If it were still under waranty it is my understanding that they would replace it, but since it is 13 years old it seems they are doing the best they can. I would suggest purchasing a new mixer for passover and fixing the old one for everything else as it sounds like you need 2 mixers any way.
I guess I'm frustrated that they say they have an authorized dealer here, but they really don't, and that there isn't some kind of rush service I could pay for. I'm not asking them to replace it. Heck, if they can listen to it on the phone and tell me it needs service, couldn't they at least give me an idea how long I have before it's dire! If I could at least get another month for sure, I could send it in then and I'd have a little more play time since Passover will be approaching. I guess I feel like it's been given a death sentence, but I don't know when it will keel over! 
I have a lot of orders over the next 3 weeks and I'd like to know I can fill them.
Kathi
I understand your frustration - but a lot of stuff isn't rush-able. Getting my furniture refinished took 8 weeks (mostly b/c of the backlog they have); getting my comuter fixed took 3 weeks (ditto). I just don't see it as being bad service from KA on something like this. They can't help the timing of passover.
I guess maybe my expectations were too high. I have seen many comments about KA taking care of problems lickety split, no matter hold old the mixer.
I guess I assume that if they have an authorized repair center that means that they actually have someone there who can do the job.
I guess I figure if they can tell me it definitely needs service just by listening, maybe they can tell me how long it has left.
I'm not blaming them for the timing of Passover or the timing of my problem, I guess I'm just mad/frustrated because my expectations were very high for this company and they didn't meet them. I love my kitchenaid, and I guess I'm frustrated that I would have to be without it for so long. I can't run a business without a mixer and I certainly can't afford to buy 2 new ones right now!
Kathi
Unfortunately no one has a crystal ball to know how long it will last. I just went through that with my father. They thought he would have a few weeks and he passed away a day and a half later. I understand your frustration but since you know it is going you may need to bite the bullet and replace it.
KA has gone way down in its service and quality.
I just had an issue with them and they basically told me..tough noogies.
If you use your mixer for anything other than occasional home baking your warranty is no good. Period. There is only one mixer they sell that will give you a warranty for a "business". All others are for occasional home baking only. Period.
I've had a 4 1/2 mixer for 22 years and it runs like a champ. I bought the 5 1/2 quart about 2 years ago and have never been happy with it. They couldn't care less.
So...I guess I'll have to bite the bullet and buy a commercial mixer.
My take on a 13 yr. old KA is that it's lived it's life and it's time for a new one--period.
With the sale prices, rebates, etc. available now, it's not worth investing over $10 or $20 in it--and a diagnostic and the installation of 1 small new part will cost you 3 times that. It will be worth the expense to get the new warranty, if nothing else. With the cost of gas and the value of your time, 6hrs.+ is worth at least 1/3rd the cost of a new machine.
Let's face it--it's worn out and it's time to bury it with honor. The timing is inconvenient, no doubt, but maybe it's a blessing in disguise..
Rae
No No NO NO! 
Have your 13 yr old on refurbished at all costs! A new one will NOT compare, they do not make 'em like they used to!
I have a 41/2 qrt KA that is over 25 yrs old. Never had a tune up, and it has been making some crazy noises for some time now. I know I have to bring it in, but my only KA repair shop is about 15 hours away.
I used a brand new 5 qrt KA and after 2 batches of MMF (which I make in my old KA all the time) the housing for the gears (which was made from PLASTIC!) cracked and I had to make the drive and have it repaired. Luckily it was still under warranty. I too was not too happy with Cust Serv either, took awhile for them to locate someone for me. Also found it very hard to believe there is no one else in the entire state of MA except this one guy. What kind of hoops does KA make these repais hops go through that there are not more? Or do they figure one per state is enough?
The repair guy also showed me a line up of about 5 KA's just like my new one in the shop for the same thing. I mentioned my old one and he said "they just don't make 'em like that anymore".
Old KA's never die, new ones do. Good luck I hope you can get it repaired, but I would not worry about the sound killing the KA quickly. Like I said, my gears have been squeaking for some time now, it still runs great, just a little noisey. When my new DeLonghi comes back from the shop (yes - broke that one too 
) I will bring my old KA in for a tune up.
Thank you for the information SweetResults!
The whole reason we bought a KA when we did was because they had a reputation for lasting long enough to be passed down and could be repaired if necessary. After hearing what you are telling me I will have it repaired, but will not worry about it needing to be done right now. That relieves my stress majorly! 
I was worried I wouldn't be able to get the orders for the 50 dozen hamantaschen cookies I have orders for over the next 2-3 weeks.
If I send it in 2 weeks before Passover (since I'll be cleaning anyway) that will give me 3 weeks that I won't need it, and I guess I'll have to figure out what to do from there. Perhaps I'll take a business break after Passover until it comes back.
Anyway, I appreciate everyone listening. I did send an email to KA customer service mentioning that I found it frustrating to be directed to an authorized repair shop that doesn't actually do the work. I guess I'll contact the Charlotte repair shop.
Thanks again SweetResults, I'd certainly like to keep my old one (since they don't make them like that anymore).
Kathi
I have one of my grandmother's old KA mixers. She was a professional cake decorator, and bought a new KA every 10 years or so, and kept the old ones in the basement as backup. when she died, I got one of them. The old mechanical mixers really are amazing, and can just keep being repaired. I'm not sure how old mine is, but I know it's older than I am, and I'm 30. Maybe you could find an old one on ebay?
If you're investing in a new mixer, go with a Globe. My mom is in the pastry program at the Scottsdale Culinary Institute and the Globes are known as the "good" mixers. They all complain like mad when they're stuck with the Kitchenaids/Hobarts.
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