Forum Has anyone sent their TM back?

How did you get on with fair trade....maybe consumer affairs would be good for you to contact. My daughter has the TM31...never had an issue with it. My TM5 went back within a couple of months due to scales. I have read there is a scales issue so seems yo me they should be recalled and dealt with. I must admitit was fixed and returned same day.

Hi Ness83small,

Thank you for your query. Yes, you are able to use someone elses chip on your machine.

Kind regards,

Thermomix Head Office

Hi Ness,

Did you get an answer to your question?

Thanks

If you give the TM bowl blades a quick spin on speed 10 for 1-2 secs after getting out most of the content of the bowl that usually does the trick to spin the central contents to the side and then easy to get out. http://www.mixlikes.com

Maybe a silly question but If I buy a second hand chip that someone else has previously used on their machine , would it still work on my machine ?

Our TM5 scales failed. It was sent back last Wednesday and fixed the day it arrived back at the Melbourne service centre. It was returned to us fixed up on the Monday. Very quick return and good service. Well done Thermomix!

I would think the scale repair is quite simple to reset it. Maybe the scale reset procedure could be passed onto customers as our repair was done under warranty. Has anybody with a TM5 had their scales reset out of warranty? Maybe it is too early.

The question I have for Thermomix is how much is this reset procedure going to cost an owner of a TM5 out of warranty?

I would not recommend to buy a freaking thermomix to anyone. 

What a heap of sh....t and the amount of trouble ive had since we left.

Never ever am i going to buy something this expensive again.

Lid doesnt close, blades dont turn, shutting down constantly.

Tried it the other day with nothing in it , worked ok.

Trying today making my bread dough and it f.cked up again.

So over this piece of no good thing

Have loved my TM5 to date however - cooked yesterday morning, turned off and cleaned up - but when I tried to use it in the afternoon the scales wouldn't tare with numbers fluctuating up and down. Tried to ask my consultant but she has not replied. Have check the feet, cord, etc. No idea why it would have been working before and then not when I switched back on. 

Anyone have any suggestions? This appears to occur a bit when you web search this issue. 

Hi 7labiri

We are sorry to hear you are continuing to experience errors.

We have passed your post onto to our Customer Service team and a member will be in touch to discuss.

Warm regards

After having 3 major issues on our thermomix:

Recepe chip not working, 2 replacements.

Switching of on numerous occasions in the middle a cooking process

After turning our thermomix on last time it seemed to have an electronic fault and hasn't worked since!

We have resorted to using a sunbeam food processor that cost us one tenth of a thermomix and has never faulted.

So, after waiting a week for my new thermomix parts, they finally arrived, only to be the incorrect parts!!!  Not happy Jan.  I've let my consultant know but really expcted better than this from Thermomix

Thanks Polly

I have forward your post onto our Customer Service Team who will be back in contact with you to sort everything out, if they have not already.

Kind regards

Thank you for getting back to me. I received a call and because I don't have a printer I was told that I'd get an email with addressing details for a courier pickup on Tuesday. I hadn't heard received an email by Monday afternoon so I emailed a form I found online. Didn't have access to a phone until after office hours, so couldn't ring. Haven't heard back and the courier is supposed to arrive some time tomorrow. Hope you can cancel the courier until this gets sorted out. 

Hi InAWhirl

Sorry to hear about your machine. Please know that the Customer Service Team are available for you to speak to in regards to your machine even when your consulant has move.

We have flagged your post with our Customer Service team. A member of the team will be contacting you directly to assist.

We thank you for your patience. Please call 1800 004 838 if you need more immediate assistance.

Kind regards

Hi Leisa62007

We are sorry for the experience you have had with your machine. We have passed your details onto our Customer Service Team. A member of the team will be contacting you directly to assist.

We thank you for your patience. Please call 1800 004 838 if you need more immediate assistance.

Kind Regards

I've had my TM5 since 5 November 2014. Since arrival my machine has periodically done odd things. While in use, with me not touching it there will suddenly appear a message telling me I can't use heat without setting the time, or I can't use the scales above speed 4 (I think it says 4). The other oddity is putting itself in reverse while being used. Since these behaviours occur intermitently, I figured it would be too difficult to tra k down the cause and I've just ignored it. Unfortunately the frequency at which these issues occur is increasing. Last night I had the machine put itself in reverse while also telling me I can't use the scales above speed 4. Since this is getting worse, I'll have to put the machine in for repair and hope it is possible to track down these intermittent issues. 

The consultant who sold me my machine has left town, so what would be the best way to proceed with getting it repaired?

Hi, I bought a secondhand TM5 which I was so happy with I decided to buy a brand new one so I had the extra warranty, so I sold my TM5 Sun week ago had a party the following Tuesday from a wonderful consultant and bought a brand new one that day paying the full amount upfront. I loved my Thermomix I was so excited and could hardly wait for my new one to arrive as I use it nearly everyday and have bought many books and chips to go with it. When my consktant rang on Thursday I could not believe it arrived so quickly and she dropped everything to come around and set it up for me an hour later bless her heart. 

    Well that's when things went from a fantastic day to a nightmare. We made the vegetable stock and it seem to chop everything ok although we needed to do it twice which can be normal but when it went into heat mode the motor would struggle like something was holding it back but nothing was caught around the blades it went good for a couple of minutes then it would make strange noises like the motor could not cope. We finished the recipe and thought we would try a different recipe to see if the same thing happened so we made pumpkin soup, sure enough much to my dismay it happened again. My consultant and me thought maybe we were imagining it and that was normal so she went home and bought her  TM5 back and we both made the vegetable stock and sure enough hers did not make the same struggling motor noise on heat as mine did. My consultant recordered the noise and sent it to her boss and she said that's not normal and to not use it and put in a complaint which my consultant did immediately. I told my consultant that there was no way I wanted the same one back as it did not work from the first time I used it so I wanted a brand new one. After my consultant putting in the appropriate forms they have said they will put a note on my file and to keep using it. No way after spending over 2k am I going to accept having a faulty Thermomix or a repair. If I bought this sort of appliance in a store and it did not work I would of been fully refunded or offered a brand new one no questions asked not just told we will make a note on my file. This is totally unacceptable and very disappointing . My consultant has been so helpful in trying to get this sorted but still I have a Thermomix sitting on my bench with no news of a replacement. 

Hi Roserlee

Great, glad your consultant has been able to help.

Shouldn't be to long, just depends on Australia post.

Kind Regards

Thanks for getting back to me. Since posting my consultant has been in touch to say there is a new base and green rubber seal on its way to me. Any idea how long this usually takes?

Thanks, Rose

Hi Roserlee

Thanks you for your post. It will depend on when and how your consultant has looked into it.

We have flagged your post with our Service team and a memeber of the team will contact you to assist.Our Service Team are currently responding to service requests from two business days ago

We thank you for your patience. Please call 1800 004 838 if you need more immediate assistance.

Kind regards

My thermomix has suffered a literal meltdown. (15 months old so still in Warranty) I was cooking a recipe I've done many times before and noticed the jug had burn marks on the bottom that wouldn't come off, went to fit the base back on to let it soak but base wouldn't go on. Then noticed that base had melted bits on it!! Have contacted my rep who let thermomix know last week but I still haven't heard anything a week later. How long is the usual turn around time for this kind of thing. I desperately need my thermomix back up and running ASAP. Also curious to know if anyone else has had this issue and how long it took thermomix to fix this problem and if you were happy with the result. 

Hi LHTan,

Sorry to hear about these errors you are experiencing. Your post has been forwarded onto our service department and a member from the team will be in contact with you within 2 business days to further assist.

Kind regards,

Hi,

My TM5 has error message C513 (could not access Thermomix recipe chip. Pls clean contacts and reconnect)  and C561 (Communication error with accessory.  Please restart thermomic).  This happened since Nov 2015.

May I know where i can send the machine to fix this error

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Hi Liney03

Sorry to hear about the error code.

We have flagged your post with our Service team. A member of the team will be contacting you directly to assist.

Please bear with us in the meantime.

Kind regards

Hi,

my thermomix is about a year old. And it has just started showing the c 52 error and will not work, I have cleaned everything and dried well but still shows the same error when I turn it on. Is anyone able to tell me what to do now.

thanks

Hi Son2379,

Your post has been forwarded to our customer service department and a member from the team will be in contact with you directly to assist.

Kind regards,

So the rep just came over to determine what the issue was, she called Branch Manager who claimed Machine did not heat and that it was user fault! Then the rep, WITHOUT my CONSENT started filming with her phone in my private dwelling. I think its time to call A CURRENT AFFAIR! 

I have owned a thermomix for 3 hours! I tried to boil rice and it said C52 and wont get hot! I feel totally scammed. $2089 is a lot of boiled rice from the local Chinese Restaurant! What a peice of crap! Already lodged my complaint with Consumer Affairs, if anyone is reading this, dont buy it! I wished I had'nt. So disappointed after all the hype.

I have been without my thermomix for a period of four weeks in the first 12months of ownership because of a sensor problem that would not allow the lid to lock. It was all fixed and has worked well up until now - the scales have stopped functioning even though I ensure the machine is on a level surface and lift it carefully. Am not looking forward to weeks without it while it is fixed. Still waiting to here from customer service. Has any one else had problems with the scales?

Hi chrisandjo,

I have forwarded your message to our customer service team who will contact you directly to further assist you in regards to the cockroaches and any further concerns you have.

Kind regards,

Hi Aunti Mei

Thank you for your message. We do understand your frustration and have passed on your message to our Customer Service team who will be in contact with you soon about your concerns.

Kind Regards

I got a "lemon" TM5

FRUSTRATED is understatement as is DISAPPOINTED.  Reading this forum has confirmed my concerns about after sales service and longevity of an expensive investment.  It started off bad enough to be reassured the scales should right itself - NOT!  Scales didn't get fixed till a few weeks later when the base melted & got stuck to the no longer removable bowl.  I followed the recipes to the endth details as I was first time Thermomix owner after years of not being to able to justify cost effectiveness.  Recent illness warranted a different approach to convenient less menial recipes.  Thought the price should reflect its claims.

Now I am facing the 4th thermomix malfunction. 3rd melted base... shouldn't the special high quality plastic withstand the recommended recipe temperatures?  *Sigh* why put up with the tedious return for fiixing procedure - granted there is a 2 year guarantee.  What happens after 2years? I continue to put up with regular change of base costs then? Or force to use TM5 like any food processor minus cooking feature for the $2K investment?  When it doesn't breakdown there is much to be enjoyed & appreciate of the recipes on the chip but between time out for repairs I haven't been given any substitute courtesy machine of previous models even to keep me cooking.  It has only been less than a year (November 2014) since getting TM5 which was delayed a number of weeks due to demand having paid up fully upfront!  No discount for the interests $2K could have generated.  Sorry I bought it.  Maybe can exchange for previous model with a refund too?  Or just give up? I was anticipating TM parties to show off to my friends but too embarrassed to face the joke of investing in foolish expensive white elephant!  

Hi jstaplet7576

Your Consultant will be contacting you directly about this today. Please bear with us in the meantime.

Hi Everyone on this forum, just finished a VERY frustrating conversation about the issues with scales on my machine. Sent it in to be fixed last week, received it back yesterday and still not working. Called them again to explain the issue again and they asked me to collect all this data for them as they were unable to replicate the issue with the scales. I told them they should just send me a new one ... if I bought the Target one I would go into the store return it for a refund or a new one.

If anyone is interested I am going to open a case with Fair Trade to rectify the situation, I feel that the resolution that Thermomix has offered is not inline with what is expected of an organization and a purchase of this magnitude. I am not sure if we can organize a group compliant but it might be worth more than one person submitting a complaint with their situation to try and get more response from Thermomix Head Office. This website will direct you on how to make a complaint online https://www.cas.fairtrading.nsw.gov.au/icmspublicweb/forms/GeneralForm.html

It must be very frustrating for  the consultants because they are doing a great job selling a product that their Head Office is failing to stand behind. They are expected to offer a level of customer service that their Head Office is not supporting them through.

Hi Agibson,

We have alerted our Service team to your post. A member of the team will be contacting you directly. Please bear with us in the meantime.

I'm having issues contacting thermomix. Have tried to phone numerous times and have sent an email however have not been contactEd. I've had my TM31 for about 18 mths and it has suddenly stopped working (no power). No error messages.

i need to get it fixed ASAP. Any ideas how i can get in contact with thermomix/how long I'm going to have to wait for a rePly to my email??? I would expect after buying such an expensive appliance I should be able to get in contact with customer support

Hi 2many2please

A member of our Customer Service team will be contacting you directly. Please bear with us in the meantime.

Interesting to read these comments. While my thermi had worked well for around 18 mths, the electronics on it recently stopped working.  After packaging it up securely myself , and waiting all day for the courier to collect (came round 6pm), I sent it back within the warranty period.  I thought "great, that was relatively easy" only to be told that the electronics panel had been affected by cockroaches and I needed to pay an additional $208 dollars.  The machine had been fixed without consulting me first and they say they won't release it back to me without my payment. And of course they are the only ones who will repair it (adding $48 freight to the bill)  Mmmm. Not very impressed.  So here I am with a $2000 machine that has been undone by a few tiny cockroaches.  Hardly what I expected.  I would have thought that a machine to that value would be sealed or something to protect from this kind of thing.  And to be honest I am not at all impressed with their customer service.  When I complained I got platitudes, like I am reading a lot of on this forum. But no real substance behind them, no real restitution.  As infuriating as they can be , at least if you call to complain to Optus they give you money off your next bill to support their claims that they are sorry.  I'm really not happy. As much as I have enjoyed my TM, this leaves a really bad taste in my mouth. No choice but to pay the money.  Can't not fix a $2000 machine, let alone not even have it in my possession. And to think my husband told me to buy it when my mixmaster, stick mixer and mini processor had died, saying "I'm sick of buying Chinese junk that just ends up filling landfill.  German engineering is good, go buy that TM".  Little did we know that the same kind of thing would happen here.....1 electronics panel most likely in landfill. My advice....spray a barrier around your TM to ward off cockroaches. And don't expect anything special from the after sales service......

I just received my TM5 today and straight out of the box the scales were faulty. I was so disappointed to get a faulty machine that I have send straight back and wait another four weeks or so.

I think good customer service would be to replace the machine ASAP rather than wait for a repair on a brand new machine.

I too waited almost 7 weeks (and paid in full the day I ordered the machine) and have had my machine a few weeks. The day it came it had problems with the scales which has not righted itself. I really didnt want to part with the machine as I had waited so long but had to send it back and am now waiting to get my machine ...  at least another 2 weeks!!I It would be nice if they leant you a machine whilst it was being fixed. I am not really sure we should get a NEW machine considering the cost!!!. Love the Thermomix in the short while I had it but really not very happy with the outlay of funds versus amount of time I have used it

Not Happy!Sat out the lengthy waiting period only to have the lovely consultant set my machine up and say it has a faulty screen,had lines all through it. So it was packed back up....to be fixed ...how about another new machine please!!!!!how long do I wait now? I'm reading about lots of unhappy customers.. Im hoping it works when it comes back unlike so many others!!

Hi jayebird,

We would like to offer our sincere apologies for any personal disappointment that you may have experienced as a result of the launch of our new model 5 in Australia.

The Australian launch of the Thermomix Model 5 was conducted in line with global brand compliance, in accordance with our distribution arrangements, which did not allow for any pre-promotion of the new product. 

To address this and any other concerns we have decided to offer a free Bowl, blade and lid set to those customers who made their first payment for their TM31 on or after the 1st July 2014 and prior to 20th August 2014, along with delivery after 1 July 2014.

These customers will be contacted by email or by post where an email address has not been provided.

If you would like to discuss your situation further, please contact our Customer Service Centre on 1800 004 838 or customerservice@thermomix.com.au  

Boy am I upset.  Thermomix introducing a new model very secretly.  If I had known a new model was coming out I would have waited for the new model.  I am telling everyone I see to stay away from Thermomix as yhey cannot be trusted.

I have had my TM for 3 weeks now. I was the one who poo hooed the machine  after first hearing about it 3 years ago. So expensive! why would anyone need it! No one needs one but after buying it I am a total convert. It certainly is a different way of cooking. But I am now cooking dinner for 6 nightly using it along with a couple of chopping boards and knives. I have made all manner of things. It is on 3 times a day when I work - every day - and maybe 5-8 times a day on the weekend. Like all receipies they need adjusting to your particular taste. Ithis machine is wonder ours! The food that comes from it is much better in taste and texture than I would usually produce. By contrast, 3 years ago I purchased a kenwood major with all the attachments. I have used that no more then 10 times because of the down time in finding, connecting and washing all of the attachments most of which attachments simply did not do what was represented of them ( eg mincer). Like a lot of people I was really worried about how much I had spent and whetherI would use it. For me it has been wonderful. If your machine is worrying you ask a consultant to come and watch you cook in it. If it make an unusual noise or moved more than normal then they will know. If the food is not to your liking ask a consultant to watch you cook. They are very good at show and tell!  one further point, my husband loved the food at the demo but when I took possession of my TM he complained about the noise. I suggested it made less noise than I would if it were taken from me! After 3 days of being fed he too is a complete convert because the food does taste very good and the texture is also very good. This is only my story but I recommend at getting a consultant for those who are not satisfied before you turf the TM.

I feel very sad for the people here who are not happy. I love my TM. I've had it for 5 wonderful days. It was a surprise gift for me and I can't wait to get home ever night to use it. Learning a new way of cooking is so exciting and I just wish I could stay at home and cook! PS I think my husband is jealous...

Hi Everyone, I am MORE than pleased with my TM, I use it everyday I very rarely my stove, in fact, my husband has made a cover for my stove top , which I use for extra bench space. 

   I found it very slow going with TM to start with, but I was determind to get on and learn a new way of cooking. I have adapted my own recipes now and have no trouble.

 Some of the TM recipes I didnt like but  I experimented until I got the taste that suited me. Dont be frightened to have a go.

 I can't say enough good things about this wonderful appliance which I have had for 2 yrs.

  I save heaps from making ingredients from scratch and I love the chicken, beef & vegie stock recipes.

The last fob off I received was at a cooking lesson - so that suggestion didn't work.

After considerable effort the machine went to the Melbourne service centre and despite giving a detailed list of faults they didn't want to do the testing with the particular food or recipes I was using (although I did offer to send them a $2 can of chick peas). So the machine is back - with no resolution. They have replaced parts - but apparently not because of a fault. I was also informed that a certificate could be supplied saying there were no faults found so that I can use that when listing the machine on eBay (I do have a conscience though).

The head office person has informed me the solution provided by the local group leader would not work.