---
title: "McDonald's Broken Ice Cream Machines Reveal Franchisor's Deep Dysfunctions"
url: https://burnaze.com/article/32745f36-521c-4331-9a18-0a752fd8374a
source: "1851 Franchise"
original_url: https://1851franchise.com/mcdonalds-broken-ice-cream-machines-reveal-franchisors-deep-dysfunctions-2715583
category: "Burger"
industry: "Restaurants"
segment: "Burger"
published: 2021-04-27T20:15:00.000Z
modified: 2026-11-01T01:40:52.682Z
image: https://newimage.1851franchise.com/cdn-cgi/image/quality=85,format=webp,width=1280,height=720/story/featureImage/b9102bdc9266762b000474bdcd8790f84364.jpg
---

# McDonald's Broken Ice Cream Machines Reveal Franchisor's Deep Dysfunctions

**TL;DR:** McDonald's allegedly prevents its franchisees from fixing broken ice cream machines, forcing them to pay for repairs. A startup called Kytch created a device to help franchisees diagnose and fix issues, but McDonald's warned that it voids the machine's warranty and poses a safety risk.

*originally published in 1851 Franchise on 2021-04-27. [Read the original](https://1851franchise.com/mcdonalds-broken-ice-cream-machines-reveal-franchisors-deep-dysfunctions-2715583).*

## Key facts

- 5-16% of ice cream machines are out of service
- Kytch device saves thousands in maintenance costs
- McDonald's voids warranty for Kytch devices

## Story

McDonald’s is allegedly preventing its franchisees from fixing the chain’s perpetually broken ice cream machines, according to a recent report from Wired . The report details McDonald's' ice cream machine manufacturer as actively working to keep the franchise's ice cream machines inoperable, despite a new startup promising a quick fix.

McDonald’s system standard Taylor ice cream machines famously break down all the time. A website called www.mcbroken.com determined that between five and 16% of these ice cream machines are out of service at any given time.

## Ice cream machine issues

But it’s not necessarily the rate at which these machines need service or the fact that they cost $18,000 that frustrates owners, according to the report. It’s that franchisees are prohibited from servicing the machine because Taylor hides critical diagnostic information in a secret menu. This forces the franchisees to pay thousands of dollars each year to Taylor-approved contractors to fix the machines.

A company called Kytch sought to ease this burden with their invention, a small device that connects directly to the ice cream machine and provides owners with real-time diagnostic data and analytics. Essentially, Kytch gave owners access to the “secret menu” and allowed them to repair most of the machines’ issues on their own.

One McDonald’s franchisee told Wired that Kych saved him thousands of dollars every month in maintenance costs.

## Mcdonald's response

Sales for Kytch boomed as McDonald’s franchisees bought devices quickly. But several months later, McDonald’s sent a letter to all of its franchisees warning that not only did Kytch devices void the machine’s warranty, but it also “creates a potential very serious safety risk for the crew or technician attempting to clean or repair the machine.” Franchisees told Wired they found the claim far-fetched. The letter recommended removing Kytch devices immediately.

McDonald’s then announced the release of the Taylor Shake Sundae Connectivity machine, a seemingly identical device to the Kytch.

## Entities

- 1851 Franchise (publication)
- Restaurants (sector)
- McDonald's (company)
- franchisor-franchisee dynamics (topic)
- ice cream machines (topic)
- maintenance costs (topic)
- warranty issues (topic)

---
Originally reported by 1851 Franchise (https://1851franchise.com/mcdonalds-broken-ice-cream-machines-reveal-franchisors-deep-dysfunctions-2715583). Summarized by Burnaze (https://burnaze.com/article/32745f36-521c-4331-9a18-0a752fd8374a).