Thread Number: 74123  /  Tag: Small Appliances
Kitchenaid KSM5 Stand Mixer
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Post# 979003   1/19/2018 at 14:09 (269 days old) by Iheartmaytag (Wichita, Kansas)        

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My old and trusted friend has died. There is rarely a time that goes by the Kitchenaid is not used, however, after a marathon baking session Christmas week my KSM5 has set idle until last Tuesday.

Having some bananas that were turning brown, I decided to make some banana bread. I put the bananas in the bowl, put the flat paddle on and turned the mixer to stir to mash them up. The mixer hummed and did nothing. Thinking I must have put the paddle on wrong I dropped the bowl and took off the paddle and replace it again. This time the mixer hummed a little and the paddle barely moved. If I turn up the speed it only growls louder, but doesn't pick up speed.

I contacted Kitchenaid, and they said there is not a service center I my area any longer. The nearest walk in is Ft Wort, Texas. They suggested sending it back to the factory for a rebuild.

I left my information on the voice mail for them to send me rebuild information, but reading online of other people's experience what happens is:
They pay $30 for the Rebuild packing kit which includes the flat rate Fed-x shipping, a box and a molded packing to ship the mixer back.

Once they receive it, some have reported that when their mixer is received they get a call or email saying the mixer is beyond repair and offer them a $40 credit towards a new or remanufactured mixer.

Here lies my problem. This was a special edition anniversary mixer. I have had it since 1995, and have the engraved bowls with my name. I want this one fixed, not another "remanufactured" model.

I have never torn into a KA, but not afraid of a screwdriver, does anyone have any idea where I should begin trouble shooting to find the problem?

This post was last edited 01/19/2018 at 20:56

Post# 979042 , Reply# 1   1/19/2018 at 17:00 (269 days old) by rp2813 (The Big Blue Bubble)        

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There's a copy of Hobart's service manual for the K45 and K5 available for download.  I know because I provided it to Robert so he could add it to the library. 


23 years seems like an early failure for a KA, but by 1995 Whirlpool was in charge, so that might explain things.

Post# 979046 , Reply# 2   1/19/2018 at 17:10 (269 days old) by funktionalart (Phoenix, AZ)        

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Tearing a KA mixer open isn't a daunting task at all. I've opened up 2 of mine in years gone by. Only to replace brushes, and to repack grease on front gear mind you. I'm not going to hazard a guess as to what's got your machine seized up, but it's worth at least taking the rear domed cover off and having a look to see if anything's been fried. But it almost sounds as though the front gear is seized.

Post# 979047 , Reply# 3   1/19/2018 at 17:12 (269 days old) by funktionalart (Phoenix, AZ)        

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BTW--weren't KA using plastic/nylon gears in these by 1995? My old ones were the Hobart models from the 60s and early 70s which used metal...

Post# 979052 , Reply# 4   1/19/2018 at 18:17 (269 days old) by bendix5 (Central Point, Oregon)        

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Our friend Charlene who bakes and decorates cakes went thru this. Turned on machine one day and just a hum. Contacted Kitchenaid and got nowhere. So she went to youtube and found many videos to help with her situation. She decided she could do this and following instructor she took her machine apart and cleaned out years of flour and powdered sugar and such. Been good since. I don't blame you for wanting to keep yours. It sounds special. Just and idea. Good Luck. Dano
Our K45 has been going strong since 1982 and it has had a great work out in its life.

Post# 979065 , Reply# 5   1/19/2018 at 20:57 (269 days old) by petek (Ontari ari ari O )        
re the plastic gears, not sure what years.

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as I recall the gears were metal but the gear case was plastic and could deform under stress or heat, something like that..

Post# 979077 , Reply# 6   1/19/2018 at 22:55 (269 days old) by Iheartmaytag (Wichita, Kansas)        

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This one has metal gears, except the sacrificial gear.  Other than that the worm gear, and pinion gears are metal.  


I spoke with Becky at Kitchenaid customer service, I have decided to send it in for the Kitchenaid rebuild plan.  Much like what Kirby does for their vacuums, Kitchenaid will go through the mixer, clean, lubricate, and replace worn parts returning it to new condition.  


I paid the $34.12 for the shipping kit to be sent, that will include the box, the packing, and the prepaid shipping label via Fed-X.  This $34.12 also covers the shipping back to me when it is finished.


Becky assured me that I will get the same mixer I sent in.  The technicians only work on one mixer at a time, so parts will not be switched or mixed up.  There is a $26 charge for diagnostics, which will then be credited towards the work that is completed.  For gears, cleaning and lubrication the cost is $50.  If they have to replace electrics, ie switches, capacitors, circuit boards or motors the cost could go as high as $200.  They will call before completing any work.


Guaranteed to be back in my home within 4-6 weeks from today.  Besides the sentimental attachment I have to this piece of machinery, the replacement cost would be $699, so I'm thinking even if we go the $200, I'm still ahead.  All work is guaranteed for one year, and shipping will be paid by them if anything goes wrong within 90 days.  


I asked about the people that made comments regarding receiving another refurbed mixer besides the one they sent in.  She explained that in some gross situations, they have bugs.  If the mixer has bugs they can't work on it in their factory and they bag it and dispose, or return it untouched to the customer.  If the customer opts for  another mixer they will allow a trade value as good faith.  


Will let you all know how everything worked out after it comes home.   I felt more at ease after speaking to Becky.  

Post# 979551 , Reply# 7   1/23/2018 at 07:43 (265 days old) by MixGuy (St. Martinville, Louisiana)        
I too have a KSM5

I like this mixer with one annoying issue, the flat beater does reach the bottom of the bowl. One cannot adjust the clearance without taking the stand apart or adjusting like you can with the newer models. I did attempt trying to disassemble the stand and feared making the situation worse. Using the longer KitchenAid spatulas made bowl scraping easier and kept me content for a time. I solved the problem with the purchase of a Beaterblade. I solved the problem and is more efficient than the flat beater due to it slight "spiral" shape that pushed ingredients down as it "scrapes" or wipes the side of the bowl and silicone edges touch to the bottom of the bowl. To prevent it wearing I do not use it to fold in chocolate chips or chopped nuts in a finished batter. I fold them in by hand or use the flat beater. Right now I am not baking in the quantities so the KSM5 is not my primary mixer, I have a refurbished Chrome Artisian to use, both have multiple bowls and beaters that get used during the holidays. Right now it is King Cake Season!

Post# 983720 , Reply# 8   2/21/2018 at 14:25 (236 days old) by Iheartmaytag (Wichita, Kansas)        
My Baby Is Home!!!

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My Baby Is Home!!!

It came back home yesterday.  I can not sing praises enough for Kitchenaid Repair and Refurbish.  Turned out they had to do a grease change and adjust and replace the brushes.  Clean and lube the planetary gears and back home good as new.  Total repair $26.13. Plus the $34.15 flat rate shipping I paid for shipment both ways.  


They had asked that I send a bowl and the flat paddle beater when I sent it in for proper adjustment.  It came back with a brand new flat paddle.  


If anyone ever has need, I am including the R&R departments contact info:

Repair and Refurbishment Department

1701 Kitchenaid Way

Greenville, OH  45331

1-800-961-0959 EXT 2865

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