Forum Cracked Plastic Cover
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Hello 'Thermomix Head Office'.
Your service centre has most definitely NOT contacted me this afternoon. I have been at home all day with my phone. I have not had a phone call from you, nor a voice mail, nor an SMS, nor an email.
I have also double checked my contact details listed and these are correct.
I therefore believe this to be a blatant lie.
I want this problem rectified in a timely manner.
This has been going on for far too long, three months since my first correspondence. Each time I have corresponded with someone I receive an email saying 'someone will be in contact shortly'. Yet this has never happened. This is extremely poor service and unsatisfactory.I will be escalating this if I do not hear from someone tomorrow.
Annebell have you tried calling the Thermie support number 1800 004 838, I had zero problem getting mine organised to be fixed. goes in on Monday
Posts:
Hello 'Thermomix Head Office'.
Your service centre has most definitely NOT contacted me this afternoon. I have been at home all day with my phone. I have not had a phone call from you, nor a voice mail, nor an SMS, nor an email.
I have also double checked my contact details listed and these are correct.
I therefore believe this to be a blatant lie.
I want this problem rectified in a timely manner.
This has been going on for far too long, three months since my first correspondence. Each time I have corresponded with someone I receive an email saying 'someone will be in contact shortly'. Yet this has never happened. This is extremely poor service and unsatisfactory.I will be escalating this if I do not hear from someone tomorrow.
Posts:
Hello 'Thermomix Head Office'.
Your service centre has most definitely NOT contacted me this afternoon. I have been at home all day with my phone. I have not had a phone call from you, nor a voice mail, nor an SMS, nor an email.
I have also double checked my contact details listed and these are correct.
I therefore believe this to be a blatant lie.
I want this problem rectified in a timely manner.
This has been going on for far too long, three months since my first correspondence. Each time I have corresponded with someone I receive an email saying 'someone will be in contact shortly'. Yet this has never happened. This is extremely poor service and unsatisfactory.I will be escalating this if I do not hear from someone tomorrow.
Posts:
Hi Annebell,
Apologies for not being contacted sooner. Our service centre have this afternoon left you a voicemail, SMS and an email. If you could please kindly respond to one of those so we can assist you further.
Kind regards,
Posts:
Since September I have been told I would hear from someone at Thermomix and have not.
I have tried other avenues of contacting Thermomix and been told someone would be in contact and no one has.
For the price of the machine, the customer service I have experienced has been non existent/poor.
Can others please tell me how you have had this rectified and who you have contacted? Three months seems pretty unreasonable to wait for a faulty item and particularly given the price!
THANK YOU
Posts:
Hi KMsmith,
Your post has been forwarded onto our service department and a member from the team will be in contact with you shortly to further assist.
Kind regards,
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Thats great, I do belive that Perth should have got on top of the situation sooner by put out a notice to everyone advising them of the situation and what they were doing about it. We then could have had a bulk return and a new shipment of part sent out from Vorwerk to help rectify their problem.
I'm still unaware that Vorwerk knows of the problem. Nothing is on their website.
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I have been advised that there was a batch of faulty TM5's and plastic covers sent to Australia and people that were sending theirs back for repair were having them repaired with the faulty covers.
Horrendous I know, but after the third time my cover cracked I simply stated that I wanted a new machine, not something that was continuing to break and be fixed with faulty parts.
I was firm but nice, cooperated with the service department and was given an entirely new replacement machine about 4 months ago. After having to deal with the terrible service department on multiple occassions, I can actually say that the last time I dealt with them they were very helpful, and assisted me as best they could. I was very pleased with their service and the outcome.
I have not had any issues with this new machine since I received it (fingers crossed / touch wood etc etc!!).
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I'm happy to say that they did replace the cover and was returned within a week. 
I'm glade that I still had my TM31 as I used it while the TM5 was away.
I'm also happy that it was replaced under warrenty, but for how much longer? 
How many more times will I/we have to send them back?
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Hi Kelly
Mine was replaced with no fuss or bother. Thermomix collected my TM5 and replaced the machine. Was without it for about 10 days all up.
Phil
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Did they replace if? I was told it was rare this would ever happen but 6 people commenting on the fault and more than once is not rare.
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Hi
i also have the same problem my new TM5 has cracks in clear front near both arms!
i was so upset to hear many others have the same issue.
I was told to return mine it service department who would check it and replace the clear panel.
i also stated I was unhappy with this and feel there is a design flaw and weakness since this is occurring for other people too. I was told it was rare but several others have stated this happened more than once.
if the fault is still there replacing the clear pangel won't change it and of course it will reoccur??
i am also unhappy. My tm31 was great and no issues. I believe they should recall and replace our tm5, especially at the almost $2000 price!
I encourage age others to also state their issues as the service department where not clear about this happening.
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Cracking Up
Is anyone besides me cracking up? Yes! It looks like we all are, what a dud machine, and I was going to be a “Consultant".
My Thermomix 5 has been cracking up, in fact this is the second time in 6 months this has happened.
I purchased my TM5 to be a consultant back in September 2014 but within a few weeks cracks began to form in the clear overlay of the bowl surround housing. It’s not dangerous yet but it has the potential to be. It could harbour potential germs/ bacteria if not kept perfectly clean all the time (I now use bacterial wipes every time I use it). It was sent to be repaired and sent back in June with a replaced surround and program modifications, so I was told. Now its happening again but I feel that this it’s worse.I have reported this again to Thermomix in Australia and was told they were looking into it. That was 2 months ago and still no further reports.
I too have had my MC replaced due to cracks plus I’ve had my TM5 bowl replaced due to pitting in the base.
Until they have a permanent remedy my TM5 is packed away in it’s travel bag.
Meantime I have reverted back to my trusty TM31. It may be a manual machine but its reliable and has not failed or disappointed me yet. It’s like the old saying “don’t fix it if it’s not broken” I’ve created 50+ recipes for the TM31 & TM5. In my opinion this machine should be recalled ASAP.
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Thank you
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Hi philberesford
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
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Add another to the list. I've just discovered cracks in my TM5 also :(( - see below. Have only had it 4-5 months too.
What are the next steps to resolve this Thermomix?
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Hi Annebell,
I have forwarded your message to our customer service department and a member from the team will contact you directly.
Kind regards,
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Hello, I was most upset to discover my thermomix with fine cracks (3) in the plastic white cover.
I only just joined this group to see if this is an issue others have had.
Looking at the forum I notice others also have issues with their lid. I usually have to hold mine down for it to close Otherwise an error message appears.
Is this perhaps a faulty batch or something ?
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Hi TeamAttarrd,
I have forwarded your post to our service department and a member from the team will be in contact with you directly to assist.
Kind regards,
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I had mine go back to service twice for this issue. When it occurred a third time I asked for a new machine as I was sick of doing without it for weeks at a time while it got fixed and I believed half the issue was the amount of travelling it had done. It had seen more of Australia than me! Thermomix kindly obliged and I have a new machine. So far so good. From what I've heard this is an issue with early TM5's. I got my first one in late 2014.
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Hi, i now have this on my thermomix. It started with one crack and now there is about 10 of them. And now my Screen is playing up as well. The manual function is working buy it keeps flicking back to the main screen.
Did u get yours fixed?
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Hi bbsb007,
Your post has been flagged with our Service team. Someone from the team will be in contact with you to obtain more information.
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3 weeks after receiving my TM5 I notice fine cracks in the white plastic cover next to the screen. It was sent back for a replacement cover, and now about a month later I have noticed the same cracks around the back of the plastic cover, behind where the bowl sits.
Has anyone else experienced this issue?