Some 12 months ago I embarked on an adventure that has seen me building my dream home. I wanted a Thermomix back then and I have a few friends with the product who are absolutely overjoyed with it. However I am very consoius that they do not have the current model of thermomix.
I am finally ready to make a purchase and until just now, coming across this site has dampened my enthusiasm ten fold. The error that people are posting with regards to thier products is alarming. More alarming is the amount of posts that indicate the aftersales is poor with regards to these errors and the backlog appears to be quite hefty. I understand and can accept that sometimes products can be sold with faults however I do not understand the (apparant) lack of commitment by the manufacturer.
I am relunctant to find a consultant as they are simply the go to people for the original purchase however the complaints on here are not complaints that should go back to the consultants but to the manufacturer.
I dont want to write off the Thermomix simply because of these negative comments however I am seeking some further clarification and a better understanding of the issues that are currently the concern of many. I do hope that I can gain some feedback from both Thermomix and anyone else on here who has any advise eg were there similar issues with the superseded model??
I had same problem with my machine. Had to go in to be fixed. It was a faulty part, apparently a few of the machines have the problem. Since they've fixed it my scales have been working well. if you call your consultant she can send you a list of checks to do on your machine to see if you can get them working again, otherwise book it in to get fixed right away.
my scales have stopped working. They show 000 then max, even after shutting down and putting cord in then pulling back out there no change. Is there anything else I can try before ringing my consultant ?
The issue I am having is that my parents brought my TM5 from Germany and I am now experiencing this problem with the result that I either need to send the machine back to Germany to access warranty OR pay the costs for the repair here, since the warranty does not apply here.
Sure - one might say, your problem you took a German machine out of the country, why did you not buy here!? Well for one, it was to get access to the German recipe book and secondly, my mum bought TWO of these at the right time, to access the introductionary price in November ...
THe point is, that I would NEVER have expected a machine for this price and from this company to start causing trouble after only 5 weeks of use. Just didn't. And on top of that, why don't they give you a world wide warranty? I don't think that there are that many people carting the machine from one country to another and besides, if the error is an obvious manufacturing error, such as this one where the machine will shut down one moment with the lid 'like this' and the next works fine with the lid the same way.
The product was not tested enough before it was released on the market. It is new technology - great, however now that it is playing up it would be only the right thing by Thermomix worldwide/headquarters to make replacement or repair as easy as possible AND show some flexibilty for the few how might access warranty in another country.
I am worried now that I will bite the bullet and take it in, pay for repair and have the issue re-occuring just like it has been reported on this site - I can see myself already doing both - paying repair AND sending it back to Germany to access the warranty there.
This is not looking after the customer and owing up to fault from factory.
Oh no! I had the same error last night and tonight! This does not bode well! I have had my machine for 2 months and now I am worried .... My consultant is coming over tomorrow morning. After seeing so many posts regarding this error here and on the facebook sites I'm sure there is an inherrent fault that needs to be fixed! There is an awful lot of us with these problems ...
I've just received back my TM5 from the service centre. I took the time to correctly pack the unit in its original box with all the original internal packaging including the foam sheets and plastic bag. I've just opened up the box, and I'm disgusted in the lack of care and professionalism in ensuring my $2k unit is securely packed for transit. Foam sheets and plastic bag are missing (it is filthy) and no care has been taken to put the internal packaging around the unit correctly, the internal packaging is ripped and dented and the unit looks like its been forced into the box. I've just spoken to your service centre who apologised but also stated that the internal packaging gets damaged in transit....so are you implying it can survive international shipping and not a intrastate delivery? At least your consistent with your disgraceful after sales service...
Update: Just turned on my TM5, the white casing around both locking arms is chipped, the power cord is stuck inside the machine (I cannot pull it all the way out) and now my scales are jumping.... i dont want a replacement anymore, I just want a refund!
Also had the C160 error. Yesterday my consultant came immediately to collect and take to head office. I will let you know the timeframe the service department takes to repair.
We are very sorry to hear about your disappointment.
The Service Department has been alerted to your post and will be contacting you to address the points you have raised and any other concerns you may have.
I have this same issue with 6 month old TM5. I have contacted my consultant and she is handling it however I thought I should message the company as well. - I did want to do it privately however I was only allowed 500 characters. I have had a look at the forum and it looks as if the issue I have is not an isolated case, the C144 and C160 error. I have to say I am VERY disappointed that something like this should happen to an item that I paid $2000 for not 6 months ago. I do not use the machine in excess and take extremely good care of it... I now have to go without it for 2 weeks while it is repaired (and learn to cook the old fashioned way again!;)). I am concerned as to why the company has not announced the issue publically or even issued a recall on the affected machines? I keep hearing 'a batch' of faulty machines. Surly you could contact all those with a faulty machine?! I am embarrassed to mention the problem to any of my family or friends, I have consistently vouched for the company and the product to all I know for it to 'fail' on me in its first year. Very, VERY disappointing. I hope that you arte able to rectify the problem ASAP and I hope to have no further issues with my TM5.
You can send a complaint letter if you believe you're entitled to a refund.
There is legislation in place to protect consumers called 'consumer guarantees'. If your TM5 has a major fault/s and/or the company are unable to repair your TM5 within a reasonable timeframe you have the right to request a refund or replacement.
I was the eighth person to post on this forum about the fault occurring on my machine and I am still waiting to get my machine back, with still no actual human contact from Thermomix. I want to know how I get a refund, which I am entitled to under the Australian consumer law.
My thermomix has been with the service centre for 15 business days and not one word! My issue was the scales stopped working completely. I was told 10-12 business days worst case scenario due to backlogs. Now I'm at day 15 with not even a phone call or email! I cannot believe their customer service. My poor consultant has been checking with me and them every day and still no answers. I am in sales myself and there is no way I would be treating clients like this. Has anyone else had issue with scales??
I am having the same issue, stopped working halfway through cooking dinner. My consultant logged the issue with Thermomix on Thursday 12/2 and I have not heard about pick up yet. Was hoping to have it sorted by next weekend as I am having a party. Disappointing to have the machine stop working after waiting so long for it. Embarrassed to tell anyone that my machine isnt working
Wow! had a phone call this morning (Sunday) from Roneen Eggins the local Disrributor gave me the run down on the C160 issue and the fix required. Took allmy details and is organising for the Brisbane office to contact me tomorrow.have to say am impressed by her prompt attention. Having read some of the blogs I think Thermomix need to contact all TM5 owners and say hey we have a potential issue with some of the initial manufactured batches .Explain what it is .... and what action to take .Like I said I'm my last note. come on Thermomix Customer Service is one of things that separates your company form the rest get proactive with us all please not reactive.
I have same problem .... Happened this afternoon whilst using jug and Verona tray .... Common Thermomix you have a an issue tell us all please and get you customer service level back to wht we have become used to
I think we have all been ripped off. My machine was picked up in mid January and I still have not received it back or had any contact from them. They have had my $2000 for more time than I have ever had the machine at my home and working. Big W, Kmart, Target would REPLACE any faulty product and you would not have to pay $2000. I want my money back - I've been without the machine for more time now than I've had it working and have decided that actually I can live without it. Over priced poor quality and disgusting service that's what I will tell people about Thermomix.
My 8 week old TM5 has a number of faults, C144, C160, a lid that doesn't fit the jug when warm and a butterfy that continually falls off. I'm currently borrowing a friends TM5 and I have not had any of these issues. It's made me realise how faulty my machine is.
I've tried to contact the Thermomix service centre to get an update on my machine with no response.
I'm not impressed about having my 8 week old faulty machine "repaired", it should be replaced. I would not pay $2k for a refurbished TM5.
If these are the issues experienced this early on, what other problems are yet to surface.
im just hoping that because there is such a high demand that they arent just rushing and not checking all the machines properly and thats why all these errors are happening.
its a lot of money and time to wait and pay to have a machine not work as soon as you get it.. sorry to hear about everyones errors i hope that mine does not do this because i am looking very forward to getting my TM5 which should come next week
I contacted Thermomix last night. Being picked up tomorrow . Must say the gentleman I spoke to was very helpful and nice. He explained what to do so I could keep cooking. Hope it does not take long to fix.
After 3 calls to the service department someone's finally given me a timeframe on when they expect to actually look at a machine that was picked up almost 3 weeks ago. According to them it took the courier 6 days to deliver my machine!!!!!! If that's true (which I find difficult to believe), I would hope they're looking into changing courier services cause that's pretty unacceptable from Thermomix's standpoint.
I've been told that since I sent my machine on the 21st Jan their turnaround time has increased from 10 to 14 days (from the time they receive the machine, not when you send it as I assumed when they gave me that timefram). The date I've been given to expect the machine to be sent back (not for me to actually receive it - might take 6 days longer than that if they use the same courier!!!) is 16th Feb, almost 4 WEEKS since it was sent in.
Yep I am in the same boat! I have had only copy paste responses from the service dept. when asking the status of my machine which was picked up 28th January. I had a C150 error, and am thoroughly disappointed. I really hope Thermomix works to fix these problems as many of the TM5's are having errors. The service time is unacceptable and the fact that these very expensive machines are having problems is also unacceptable. We are a low income family so this amount of money was a HUGE ordeal for us. We are very, very disappointed in Thermomix.
If I have more problems with this machine around the 12 month mark my warranty better be extended by the time Thermomix is taking to fix a FACTORY FAULT!!!
I love creating recipes that are nutritious and healthy, check out blog and recipe site for more info I have only just began, more to come, more to come!
I waited 3 months for my Thermo as my husband surprised me for my birthday, I had it 3 weeks and was cooking rice when this error occurred I thought NO surely not a $2000 machine and it just shut down! Seems when you let it cool it then works ok but that's not the point! So disappointed, I contacted my consultant but she no longer works for Thermo mix but was going to get someone to ring me today but still haven't heard from anyone
C160 aswell- It took 3 months to get here as we live remote, I guess we wont see it for 2-3 months now. A bit peeved as bub is 6 months old now and just eating solids!
My consultant is coming to collect my machine today to take to the service centre so hopefully won't have to be without my machine for too long. It felt strange to have to cook the old fashion way after cooking in the Thermomix for the last 6 weeks. I would like to thank my consultant for the quick response.
Hello. my machine did the same error on Sunday C160. my consultant has filled in a service report and thermomix service dept have already made contact with me re the pickup of machine by courier. i have been told that it is to have an update done and then all should be fine. As mine is in the first lot of machines that went out they missed out on the update being done. All new machines have had this update done. It will take approx 14 or so business days to come home to me. Awh well, I am grateful for the warantee and customer service given. Very lucky. I just have to try and be patient until they call me. They said I won't hear anything more now until machine is ready for return. Thanks TM service team for your promptness in getting back to me. I promise i i won't pester you all the time. I await your call when my baby is ready
Sorry to hear about the errors. We have brought your posts to the attention of our Service Department. Someone from our Service team will be in touch with you to assist.
After 3 calls to the service department someone's finally given me a timeframe on when they expect to actually look at a machine that was picked up almost 3 weeks ago. According to them it took the courier 6 days to deliver my machine!!!!!! If that's true (which I find difficult to believe), I would hope they're looking into changing courier services cause that's pretty unacceptable from Thermomix's standpoint.
I've been told that since I sent my machine on the 21st Jan their turnaround time has increased from 10 to 14 days (from the time they receive the machine, not when you send it as I assumed when they gave me that timefram). The date I've been given to expect the machine to be sent back (not for me to actually receive it - might take 6 days longer than that if they use the same courier!!!) is 16th Feb, almost 4 WEEKS since it was sent in.
If I have more problems with this machine around the 12 month mark my warranty better be extended by the time Thermomix is taking to fix a FACTORY FAULT!!!
After 3 calls to the service department someone's finally given me a timeframe on when they expect to actually look at a machine that was picked up almost 3 weeks ago. According to them it took the courier 6 days to deliver my machine!!!!!! If that's true (which I find difficult to believe), I would hope they're looking into changing courier services cause that's pretty unacceptable from Thermomix's standpoint.
I've been told that since I sent my machine on the 21st Jan their turnaround time has increased from 10 to 14 days (from the time they receive the machine, not when you send it as I assumed when they gave me that timefram). The date I've been given to expect the machine to be sent back (not for me to actually receive it - might take 6 days longer than that if they use the same courier!!!) is 16th Feb, almost 4 WEEKS since it was sent in.
If I have more problems with this machine around the 12 month mark my warranty better be extended by the time Thermomix is taking to fix a FACTORY FAULT!!!
I've had my machine since December. Two weeks after I had it the scales stopped working, it got sent to the service department and after being stuffed around I got it back about 9 days later. Now I'm getting the C160 message, have been for weeks. It's off to the service department again tomorrow for "7 - 12 working days". For a machine that is less than three months old and was so expensive, I am very unhappy that it has broken down twice already. I'm wondering what else is going to go wrong with my machine.
I have had my machine for 6 weeks and have done all sorts of cooking with the Varoma and without and I have just starting getting the C160 error code not happy. I was only cooking Steamed Veggies with Mashed potatoes. But when I starting Mashing the potatoes the C160 error appeared and I couldn't finishing mashing as it kept happening. This is the second time in a row cooking the same thing. If this message keeps happening I would like to exchange for the older model as I have a friend that has had there machine for nearly 2years and has had no issues.
We are sorry to hear about the frustration. We would love the opportunity to speak to you about this. Please call our Customer Service team at 1800 004 838.
It happened to me while cooking silverside and then roast chicken grrrr..Get it back 9/2/15..Three weeks later..It seems to be heat related ..Not good enough for such an expensive machine and seems plenty of us are having this problem
This happened to me too..Seemed to be heat related..After waiting 6 weeks to arrive and having it 5 weeks it had to go back and 3 weeks later next Monday I will get it back..Seems i've now missed out on having a demo and getting 2 thermo servers for $60.00 or free if someone purchases one grrr.Can't wait to have it back..The family are having withdrawl symptoms
And iof course I've had no call back from thermomix today as promised. They picked my machine up on jan 19th!
i rang and got given the option to leave a voicemail message after being on hold.... Didn't even speak to someone.
under the dept of consumer affairs website they are legally required to repair in a reasonable time frame.... I'm going to call them (consumer affairs) Monday and see what my rights are. I'm over this!
Mine has been there since the 23rd of January and no contact from them at all! I also bought my machine as I had a baby in August and thought it was a good time to get as much use out of it as possible. I actually had the demo with the old model but delayed buying it at that point as we were moving house, I had no idea that this new model was coming, I wish it hadn't..
NOT happy to read the last post!!! My machine was sent to Melbourne on 21st Jan & I was told 10 working days "but it's usually not that long". Nobody has bothered to contact me yet to tell me why it's taking longer than this or give me some sort of timeframe. Not impressed at all that I paid $2000 for a machine less than 2 months ago & the deciding factor in my purchase was that I have a 6 month old baby who needs purees. Yet I have only been able to successfully cook & puree her food in my $2000 machine ONCE! By the time these people get off their asses & fix my machine she'll be eating the same food as me! If there's such a backlog that they haven't even looked at a machine sent earlier than mine, why couldn't I just keep my machine (& use the functions that were actually working) until they had the time to fix it??????
And I would expect that I (& all these other people) will be getting an extended warranty on our product??? Since I own the damn thing but it's not actually in my possession to use????
I also have this problem and the ghost touching. My machine has been with Thermomix getting fixed since 19th Jan. I had to call them 2x today and all I've been told is that they haven't looked at it yet (!!!) and someone will call me tomorrow. The fact there is such a backlog shows how common this occurrence is.
I have a few friends interested in buying a thermomix (in fact they were going to purchase) and I've told them not to and so now they aren't.
thermomix - there is clearly a recurrent and pre existing problem with your machines. Your customer service is abissmal. At no point has someone called to say sorry this is happening or sorry it's taken so long. In the end, your reputation and sales will suffer.
I have now been nearly 2 wks without a functioning thermomix. I live in the Melbourne area and when I left my machine in for repair (which has still not been returned) I explained how many posts there were regarding the same error message. I was told that the percentage of machines 'with a fault' was really small but when I asked what that percentage was I wasn't told.
Tony 2201, I agree with you that there seems to be a major problem here, why have I not heard anything about my machine, why such a backlog of repairs if there is not an issue? If you decide to post to the wider community please let me know as I would like to be a part of that. To say that I am annoyed is an understatement!
We are sorry to hear about the errors and frustration. Rest assured that your posts have been flagged with the respective teams and you will be hearing from a Thermomix representative very soon.
These posts are interesting as it would appear a lot of customers are experiencing the same issue. C160/C161 seem to be lid errors, sensor errors when the lid is hot or placed sligtly out of line.
I appreciate that "THEROMIX HEAD OFFICE" says the service department will be in touch, but what about head office informed that a lot of customers are reporting this error and also recognising that thier customers are disappointed about the poor performance of their machines?
I have posted previously, and have had my machine repaired, only for it to happen again. I have not as yet posted in any outside blogs or social feeds but feel that I may might if nothing is done about this.
Vorwerk need to recognise this fault, apologise to its customers, who are loyal (or stupid) and do something positive for those that are experiencing such problems with what is supposed to be a quality machine.
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Hi.
Some 12 months ago I embarked on an adventure that has seen me building my dream home. I wanted a Thermomix back then and I have a few friends with the product who are absolutely overjoyed with it. However I am very consoius that they do not have the current model of thermomix.
I am finally ready to make a purchase and until just now, coming across this site has dampened my enthusiasm ten fold. The error that people are posting with regards to thier products is alarming. More alarming is the amount of posts that indicate the aftersales is poor with regards to these errors and the backlog appears to be quite hefty. I understand and can accept that sometimes products can be sold with faults however I do not understand the (apparant) lack of commitment by the manufacturer.
I am relunctant to find a consultant as they are simply the go to people for the original purchase however the complaints on here are not complaints that should go back to the consultants but to the manufacturer.
I dont want to write off the Thermomix simply because of these negative comments however I am seeking some further clarification and a better understanding of the issues that are currently the concern of many. I do hope that I can gain some feedback from both Thermomix and anyone else on here who has any advise eg were there similar issues with the superseded model??
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I had same problem with my machine. Had to go in to be fixed. It was a faulty part, apparently a few of the machines have the problem. Since they've fixed it my scales have been working well. if you call your consultant she can send you a list of checks to do on your machine to see if you can get them working again, otherwise book it in to get fixed right away.
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I too have fallen victim to the dread c160 and c144 error tonight whilst cooking Silverside in my Veroma.
(It still turned out to be a butt kicking silverside though
.)
I'm a bit disappointed in my machine to be honest, but my consultant is looking into it for me, and I'm sure she'll take good care of me.
Yikes!
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my scales have stopped working. They show 000 then max, even after shutting down and putting cord in then pulling back out there no change. Is there anything else I can try before ringing my consultant ?
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Tony, I can only second your statement.
The issue I am having is that my parents brought my TM5 from Germany and I am now experiencing this problem with the result that I either need to send the machine back to Germany to access warranty OR pay the costs for the repair here, since the warranty does not apply here.
Sure - one might say, your problem you took a German machine out of the country, why did you not buy here!? Well for one, it was to get access to the German recipe book and secondly, my mum bought TWO of these at the right time, to access the introductionary price in November ...
THe point is, that I would NEVER have expected a machine for this price and from this company to start causing trouble after only 5 weeks of use. Just didn't. And on top of that, why don't they give you a world wide warranty? I don't think that there are that many people carting the machine from one country to another and besides, if the error is an obvious manufacturing error, such as this one where the machine will shut down one moment with the lid 'like this' and the next works fine with the lid the same way.
The product was not tested enough before it was released on the market. It is new technology - great, however now that it is playing up it would be only the right thing by Thermomix worldwide/headquarters to make replacement or repair as easy as possible AND show some flexibilty for the few how might access warranty in another country.
I am worried now that I will bite the bullet and take it in, pay for repair and have the issue re-occuring just like it has been reported on this site - I can see myself already doing both - paying repair AND sending it back to Germany to access the warranty there.
This is not looking after the customer and owing up to fault from factory.
Bea
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Oh no! I had the same error last night and tonight! This does not bode well! I have had my machine for 2 months and now I am worried .... My consultant is coming over tomorrow morning. After seeing so many posts regarding this error here and on the facebook sites I'm sure there is an inherrent fault that needs to be fixed! There is an awful lot of us with these problems ...
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Still no human contact from Thermomix. I am disgusted. I want a refund. Keep the machine and return my money to my credit card before COB 26/2/2015.
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I've just received back my TM5 from the service centre. I took the time to correctly pack the unit in its original box with all the original internal packaging including the foam sheets and plastic bag. I've just opened up the box, and I'm disgusted in the lack of care and professionalism in ensuring my $2k unit is securely packed for transit. Foam sheets and plastic bag are missing (it is filthy) and no care has been taken to put the internal packaging around the unit correctly, the internal packaging is ripped and dented and the unit looks like its been forced into the box. I've just spoken to your service centre who apologised but also stated that the internal packaging gets damaged in transit....so are you implying it can survive international shipping and not a intrastate delivery? At least your consistent with your disgraceful after sales service...
Update: Just turned on my TM5, the white casing around both locking arms is chipped, the power cord is stuck inside the machine (I cannot pull it all the way out) and now my scales are jumping.... i dont want a replacement anymore, I just want a refund!
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Also had the C160 error. Yesterday my consultant came immediately to collect and take to head office. I will let you know the timeframe the service department takes to repair.
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Hi andem2010,
We are very sorry to hear about your disappointment.
The Service Department has been alerted to your post and will be contacting you to address the points you have raised and any other concerns you may have.
Thermomix Head Office
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I have this same issue with 6 month old TM5. I have contacted my consultant and she is handling it however I thought I should message the company as well. - I did want to do it privately however I was only allowed 500 characters. I have had a look at the forum and it looks as if the issue I have is not an isolated case, the C144 and C160 error. I have to say I am VERY disappointed that something like this should happen to an item that I paid $2000 for not 6 months ago. I do not use the machine in excess and take extremely good care of it... I now have to go without it for 2 weeks while it is repaired (and learn to cook the old fashioned way again!;)). I am concerned as to why the company has not announced the issue publically or even issued a recall on the affected machines? I keep hearing 'a batch' of faulty machines. Surly you could contact all those with a faulty machine?! I am embarrassed to mention the problem to any of my family or friends, I have consistently vouched for the company and the product to all I know for it to 'fail' on me in its first year. Very, VERY disappointing. I hope that you arte able to rectify the problem ASAP and I hope to have no further issues with my TM5.
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Hi mcarnes73, vic1, sumac34 and TatiP,
We apologise for the experience you have had. Our Service Department will be taking care of your Thermomix. Please bear with us in the meantime.
To speak to someone in the team, please call 1800 004 838.
Thermomix Head Office
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It's to do with the arms I had this error and thermi told me that's what it meant
had to be sent back mine still has good in it
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You can send a complaint letter if you believe you're entitled to a refund.
There is legislation in place to protect consumers called 'consumer guarantees'. If your TM5 has a major fault/s and/or the company are unable to repair your TM5 within a reasonable timeframe you have the right to request a refund or replacement.
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I was the eighth person to post on this forum about the fault occurring on my machine and I am still waiting to get my machine back, with still no actual human contact from Thermomix. I want to know how I get a refund, which I am entitled to under the Australian consumer law.
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My thermomix has been with the service centre for 15 business days and not one word! My issue was the scales stopped working completely. I was told 10-12 business days worst case scenario due to backlogs. Now I'm at day 15 with not even a phone call or email! I cannot believe their customer service. My poor consultant has been checking with me and them every day and still no answers. I am in sales myself and there is no way I would be treating clients like this. Has anyone else had issue with scales??
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Hi Sarakenno,
Sorry to hear that. We have forwarded your message to our Service Department.
Someone from the team will be in touch with you soon. Please bear with us in the meantime.
Thermomix Head Office
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I am having the same issue, stopped working halfway through cooking dinner. My consultant logged the issue with Thermomix on Thursday 12/2 and I have not heard about pick up yet. Was hoping to have it sorted by next weekend as I am having a party. Disappointing to have the machine stop working after waiting so long for it. Embarrassed to tell anyone that my machine isnt working
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Hi Vic1, we have forwarded along your query to our service team to follow up. Thank you for your patience and understanding.
Thermomix Head Office
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Wow! had a phone call this morning (Sunday) from Roneen Eggins the local Disrributor gave me the run down on the C160 issue and the fix required. Took allmy details and is organising for the Brisbane office to contact me tomorrow.have to say am impressed by her prompt attention. Having read some of the blogs I think Thermomix need to contact all TM5 owners and say hey we have a potential issue with some of the initial manufactured batches .Explain what it is .... and what action to take .Like I said I'm my last note. come on Thermomix Customer Service is one of things that separates your company form the rest get proactive with us all please not reactive.
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I have same problem .... Happened this afternoon whilst using jug and Verona tray .... Common Thermomix you have a an issue tell us all please and get you customer service level back to wht we have become used to
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I think we have all been ripped off. My machine was picked up in mid January and I still have not received it back or had any contact from them. They have had my $2000 for more time than I have ever had the machine at my home and working. Big W, Kmart, Target would REPLACE any faulty product and you would not have to pay $2000. I want my money back - I've been without the machine for more time now than I've had it working and have decided that actually I can live without it. Over priced poor quality and disgusting service that's what I will tell people about Thermomix.
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My 8 week old TM5 has a number of faults, C144, C160, a lid that doesn't fit the jug when warm and a butterfy that continually falls off. I'm currently borrowing a friends TM5 and I have not had any of these issues. It's made me realise how faulty my machine is.
I've tried to contact the Thermomix service centre to get an update on my machine with no response.
I'm not impressed about having my 8 week old faulty machine "repaired", it should be replaced. I would not pay $2k for a refurbished TM5.
If these are the issues experienced this early on, what other problems are yet to surface.
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im still waiting on mine,
im just hoping that because there is such a high demand that they arent just rushing and not checking all the machines properly and thats why all these errors are happening.
its a lot of money and time to wait and pay to have a machine not work as soon as you get it.. sorry to hear about everyones errors i hope that mine does not do this because i am looking very forward to getting my TM5 which should come next week
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Hi mindy81 and Raechel,
Your posts have been sent to our Service team for attention. A representative from the team will be contacting you soon.
Please bear with us in the meantime.
Thermomix Head Office
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I contacted Thermomix last night. Being picked up tomorrow . Must say the gentleman I spoke to was very helpful and nice. He explained what to do so I could keep cooking. Hope it does not take long to fix.
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Yep I am in the same boat! I have had only copy paste responses from the service dept. when asking the status of my machine which was picked up 28th January. I had a C150 error, and am thoroughly disappointed. I really hope Thermomix works to fix these problems as many of the TM5's are having errors. The service time is unacceptable and the fact that these very expensive machines are having problems is also unacceptable. We are a low income family so this amount of money was a HUGE ordeal for us. We are very, very disappointed in Thermomix.
If I have more problems with this machine around the 12 month mark my warranty better be extended by the time Thermomix is taking to fix a FACTORY FAULT!!!
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I waited 3 months for my Thermo as my husband surprised me for my birthday, I had it 3 weeks and was cooking rice when this error occurred I thought NO surely not a $2000 machine and it just shut down! Seems when you let it cool it then works ok but that's not the point! So disappointed, I contacted my consultant but she no longer works for Thermo mix but was going to get someone to ring me today but still haven't heard from anyone
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Hi shirldee and Barndillo,
Your posts have been flagged with our Service team. A member of the team will be contacting you about the errors soon.
Please bear with us in the meantime.
Thermomix Head Office
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I am getting c160 error. Have only had my Thermomix for about 6 weeks. I no longer have a consultant local. She resigned.
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C160 aswell- It took 3 months to get here as we live remote, I guess we wont see it for 2-3 months now. A bit peeved as bub is 6 months old now and just eating solids!
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My consultant is coming to collect my machine today to take to the service centre so hopefully won't have to be without my machine for too long. It felt strange to have to cook the old fashion way after cooking in the Thermomix for the last 6 weeks. I would like to thank my consultant for the quick response.
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Hello. my machine did the same error on Sunday C160. my consultant has filled in a service report and thermomix service dept have already made contact with me re the pickup of machine by courier. i have been told that it is to have an update done and then all should be fine. As mine is in the first lot of machines that went out they missed out on the update being done. All new machines have had this update done. It will take approx 14 or so business days to come home to me. Awh well, I am grateful for the warantee and customer service given. Very lucky. I just have to try and be patient until they call me. They said I won't hear anything more now until machine is ready for return. Thanks TM service team for your promptness in getting back to me. I promise i i won't pester you all the time. I await your call when my baby is ready
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Hi julestris and Clare78,
Sorry to hear about the errors. We have brought your posts to the attention of our Service Department. Someone from our Service team will be in touch with you to assist.
Please bear with us in the meantime.
Thermomix Head Office
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After 3 calls to the service department someone's finally given me a timeframe on when they expect to actually look at a machine that was picked up almost 3 weeks ago. According to them it took the courier 6 days to deliver my machine!!!!!! If that's true (which I find difficult to believe), I would hope they're looking into changing courier services cause that's pretty unacceptable from Thermomix's standpoint.
I've been told that since I sent my machine on the 21st Jan their turnaround time has increased from 10 to 14 days (from the time they receive the machine, not when you send it as I assumed when they gave me that timefram). The date I've been given to expect the machine to be sent back (not for me to actually receive it - might take 6 days longer than that if they use the same courier!!!) is 16th Feb, almost 4 WEEKS since it was sent in.
If I have more problems with this machine around the 12 month mark my warranty better be extended by the time Thermomix is taking to fix a FACTORY FAULT!!!
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After 3 calls to the service department someone's finally given me a timeframe on when they expect to actually look at a machine that was picked up almost 3 weeks ago. According to them it took the courier 6 days to deliver my machine!!!!!! If that's true (which I find difficult to believe), I would hope they're looking into changing courier services cause that's pretty unacceptable from Thermomix's standpoint.
I've been told that since I sent my machine on the 21st Jan their turnaround time has increased from 10 to 14 days (from the time they receive the machine, not when you send it as I assumed when they gave me that timefram). The date I've been given to expect the machine to be sent back (not for me to actually receive it - might take 6 days longer than that if they use the same courier!!!) is 16th Feb, almost 4 WEEKS since it was sent in.
If I have more problems with this machine around the 12 month mark my warranty better be extended by the time Thermomix is taking to fix a FACTORY FAULT!!!
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I've had my machine since December. Two weeks after I had it the scales stopped working, it got sent to the service department and after being stuffed around I got it back about 9 days later. Now I'm getting the C160 message, have been for weeks. It's off to the service department again tomorrow for "7 - 12 working days". For a machine that is less than three months old and was so expensive, I am very unhappy that it has broken down twice already. I'm wondering what else is going to go wrong with my machine.
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I have had my machine for 6 weeks and have done all sorts of cooking with the Varoma and without and I have just starting getting the C160 error code not happy. I was only cooking Steamed Veggies with Mashed potatoes. But when I starting Mashing the potatoes the C160 error appeared and I couldn't finishing mashing as it kept happening. This is the second time in a row cooking the same thing. If this message keeps happening I would like to exchange for the older model as I have a friend that has had there machine for nearly 2years and has had no issues.
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Hi Traceywhitby, corbc and Ke112,
We are sorry to hear about the frustration. We would love the opportunity to speak to you about this. Please call our Customer Service team at 1800 004 838.
Thermomix Head Office
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It happened to me while cooking silverside and then roast chicken grrrr..Get it back 9/2/15..Three weeks later..It seems to be heat related ..Not good enough for such an expensive machine and seems plenty of us are having this problem
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This happened to me too..Seemed to be heat related..After waiting 6 weeks to arrive and having it 5 weeks it had to go back and 3 weeks later next Monday I will get it back..Seems i've now missed out on having a demo and getting 2 thermo servers for $60.00 or free if someone purchases one grrr.Can't wait to have it back..The family are having withdrawl symptoms
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And iof course I've had no call back from thermomix today as promised. They picked my machine up on jan 19th!
i rang and got given the option to leave a voicemail message after being on hold.... Didn't even speak to someone.
under the dept of consumer affairs website they are legally required to repair in a reasonable time frame.... I'm going to call them (consumer affairs) Monday and see what my rights are. I'm over this!
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Mine has been there since the 23rd of January and no contact from them at all! I also bought my machine as I had a baby in August and thought it was a good time to get as much use out of it as possible. I actually had the demo with the old model but delayed buying it at that point as we were moving house, I had no idea that this new model was coming, I wish it hadn't..
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They also told me it would not take 10 days hmph!
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NOT happy to read the last post!!! My machine was sent to Melbourne on 21st Jan & I was told 10 working days "but it's usually not that long". Nobody has bothered to contact me yet to tell me why it's taking longer than this or give me some sort of timeframe. Not impressed at all that I paid $2000 for a machine less than 2 months ago & the deciding factor in my purchase was that I have a 6 month old baby who needs purees. Yet I have only been able to successfully cook & puree her food in my $2000 machine ONCE! By the time these people get off their asses & fix my machine she'll be eating the same food as me! If there's such a backlog that they haven't even looked at a machine sent earlier than mine, why couldn't I just keep my machine (& use the functions that were actually working) until they had the time to fix it??????
And I would expect that I (& all these other people) will be getting an extended warranty on our product??? Since I own the damn thing but it's not actually in my possession to use????
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I also have this problem and the ghost touching. My machine has been with Thermomix getting fixed since 19th Jan. I had to call them 2x today and all I've been told is that they haven't looked at it yet (!!!) and someone will call me tomorrow. The fact there is such a backlog shows how common this occurrence is.
I have a few friends interested in buying a thermomix (in fact they were going to purchase) and I've told them not to and so now they aren't.
thermomix - there is clearly a recurrent and pre existing problem with your machines. Your customer service is abissmal. At no point has someone called to say sorry this is happening or sorry it's taken so long. In the end, your reputation and sales will suffer.
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Hi all,
I have now been nearly 2 wks without a functioning thermomix. I live in the Melbourne area and when I left my machine in for repair (which has still not been returned) I explained how many posts there were regarding the same error message. I was told that the percentage of machines 'with a fault' was really small but when I asked what that percentage was I wasn't told.
Tony 2201, I agree with you that there seems to be a major problem here, why have I not heard anything about my machine, why such a backlog of repairs if there is not an issue? If you decide to post to the wider community please let me know as I would like to be a part of that. To say that I am annoyed is an understatement!
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Hi Doohan, tony2201 and Teilia33,
We are sorry to hear about the errors and frustration. Rest assured that your posts have been flagged with the respective teams and you will be hearing from a Thermomix representative very soon.
Please bear with us in the meantime.
Thermomix Head Office
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Same as everyone else had My new toy about 8 Weeks. Now a C160 error. Looks to me like this is a defect in the product due to poor quality control.
Not good enough for a $2000 purchase.
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These posts are interesting as it would appear a lot of customers are experiencing the same issue. C160/C161 seem to be lid errors, sensor errors when the lid is hot or placed sligtly out of line.
I appreciate that "THEROMIX HEAD OFFICE" says the service department will be in touch, but what about head office informed that a lot of customers are reporting this error and also recognising that thier customers are disappointed about the poor performance of their machines?
I have posted previously, and have had my machine repaired, only for it to happen again. I have not as yet posted in any outside blogs or social feeds but feel that I may might if nothing is done about this.
Vorwerk need to recognise this fault, apologise to its customers, who are loyal (or stupid) and do something positive for those that are experiencing such problems with what is supposed to be a quality machine.