🔴 Issue: Stirring Blade/Paddle Damage (Prime)Updated 2 hours ago

1️⃣ Troubleshooting Steps

   1. Watch the video below and check whether self-replacement is possible.

• "How to Replace Paddle"
• Additional Notes

         - Please use a 2.5 mm hex key (hex socket bolts)

         - We strongly recommend using Loctite for secure installation

         - Do not discard the microorganisms. Store them in a ziplock bag for reuse.

   2. Try to fully remove the broken paddle piece from the mixing rod.

• At the beginning of the above video, you can see how to remove the remaining broken piece.

2️⃣ Please check your results

   1. Broken piece removal result

: Were you able to fully remove the broken piece from the mixing rod?

   2. Self-replacement comfort

: Are you comfortable following the step-by-step guide video to replace the paddle yourself?

◽ If broken piece = Cannot be removed ➡ Self-repair will not be possible.

• Please continue to Step 3 below and describe the issue so we can advise on next steps.

◽ If broken piece = Fully removed ➡ Self-replacement is possible. 

• Within warranty period: The Mixing Paddle Set will be provided free of charge.
• Outside warranty period: You will need to purchase the Mixing Paddle Set (Three paddles + Three paddle screws).
• Please continue to Step 3 below and let us know your order details so we can confirm your warranty status.
• ⚠️ All remaining broken pieces must be completely removed before replacement. If the piece cannot be removed, self-repair will not be possible.

3️⃣ Please submit the following

1. Click "Contact Form" 

2. Fill out "Full name" and "Email" 

3. Select "Report issue" as the subject

4. Include the following in the message box

1. Order Number
2. Current Address
3. Contact Number
4. Broken piece removal result (fully removed / cannot remove)
5. Self-replacement comfort (comfortable / not comfortable)
6. Issue description

5. Attach the following photos directly using the "Attach Files" button

• Photo of the area where the mixing paddle snapped off
• Photo of the serial number sticker (next to the gray rating label)

🔵 Alternative

  1. Click the orange chat icon (bottom right) 

  2. Select an option from the chat widget to get help right away