Forum Issue with TM5 number display jumping



52 posts | Last post

Sorry Brentos your profile says otherwise and these are the details that are passed onto the Customer Service team.

Are you able to please update your profile details or alternatively contact Customer Service on 1800 004 838? That way we can get you back using your machine as soon as humanly possible.

Thanks Brentos.

Thermomix Head Office


I am in Brisbane. I bought the machine in Australia. But thanks for asking.


Hi Brentos

Thank you for your post. We are the distributor of Thermomix in Australia and New Zealand and are unfortunately unable to be of assistance in this case as we see you are based in Uruguay.

Your best option is to contact Thermomix for assistance via the following details https://thermomix.vorwerk.com/your-country/worldwide/

We are sorry to hear you have had an unhappy experience. As a Thermomix user we only want the best for our Customers so this saddens us to read. Contact your closest Vorwerk outlet and hopefully they can relook at the situation.

We are sorry Thermomix in Australia is unable to help however we hope you get back into the kitchen cooking with your TM5 as soon as possible.

Warm regards

Thermomix Head Office


I first wrote of this problem 2.5 years ago. I haven't been on here since then and it seems many, many owners of the TM5 have experienced the same problem. I haven't used my Thermomix for over two years - it's in the box and unusable. A $2000+ piece of kit that has very, very poor after sales support or durability. I have been approached by friends, friends of friends and even a neighbour over time asking for my recommendation and I have been truthful with them and steered them away from purchasing one. My personal view is that TM are mean and tricky and don't accept any criticism of their product. A reasonable person would easily conclude that it's a design or manufacture fault but I'm not holding my breath waiting for them to acknowledge that. Look at how they handled the TM31 popping lid scandal. I have a KitchenAid now and I'm super happy, particularly with their after sales support. I hope this helps


Hi kellysoo

Sorry to hear you are experiencing issues with your machine.

Like any other big ticket household item or even your car, a service ensures the product is working to its optimum capacity and efficiency. We understand that a service will mean you are without your machine for a period of time however hopefully the service will erradicate any hiccups you are currently experiencing.

We understand this is an inconvenience especially during this time however our Service Team understand, and will ensure they get your machine back to you as soon as humanly possible.

We have passed your post onto our Customer Service team as we hope to get you back cooking your wonderful meals for your family. It is not our intention to increase your stress over this already stressful time.

Please keep an ear out for the Customer Service teams call.

Warm regards

Thermomix Head Office


I, too have to put up with it after two months into using it. So the following year, I called the head office and they sent me this email on how to clean the knob. True enough there are stuff around it. And truly, it works after that, BUT not for long. I am not kidding you. I ended up accepting that is the quality of Thermomix products across the board. But, due to this recent unprecedented event that caused us to stay home so MUCH MORE I have started using Thermomix TM5 quite a bit and BOY! am I frustrated with TM5. That jumping number issue simply bugged me to the point that I just have to call the head office one more time which is this year. (That lady must be glad that I can hold my feelings right in).This lady told me I need to pay for the service as the warranty ended last month!!! Send away my thermomix type of service???? Do people still provide such service these days?
The feeling of parting with my TM5 is crazy! much crazier when we are facing such unprecedented time with 7 people in the house. I use her everyday. And not able to tell me when she will be fixed and return safely with no more complication than what she is already facing (and me having to deal with her jumping number temperamant).
Tell me does this kind of customer service seem fair? Does this kind of customer service being the 21st Century service?


I have just called the head office and told me my machine has just expired in terms of warranty and they want me to pay $137 to be sent away and CANT tell me when i will get my machine back. God knows how much are the parts. Then i went to MR. GOOGLE for help and found out i am not the only one that needs help. It is a default problem in the machine all along. Thats horrible. Why should I pay for their error? IT SHOULD have be a recalled item across the world if not australia. This is a very very bad customer service. How can I trust such company?


Thank you Thermomix Service team - they replied to my comment and sent some trouble shooting and it fixed the problem. My white part was in the correct place so didn't have to worry about that but there were a few crubs etc that i cleaned off and at moment seems to be working.

There is a white plastic ring about the size of a 20 cent piece called a Bayonet Socket. It may be sitting on the underside of the silver dial but should be sitting on the black housing underneath the silver dial (the black section protruding from the machine). Whenever the bayonet socket isn’t sitting in the right place it will cause the problems you’ve described.

Please turn off your Thermomix and unplug from the wall before starting the following procedure

To remove the silver dial from the machine, place two or three fingers on each side of the dial. Wedge them in and lift at the same time – the dial will pop off


Give the underside of the dial and surface of the Thermomix a clean by using a soft, dry cloth. Ensure that any grit or residue has been carefully removed.

To reattach the white ring, take it out from the underside of the silver dial with a flat head screwdriver or a finger nail and twist it back onto the black plastic section of the dial housing until it clips in. The white ring needs to be turned until it can’t be turned anymore and has clipped itself back into the black plastic again

To reattach the silver dial, place it on the black dial stem and turn it until it drops down. Give it a firm press


Hi ashm31

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

We thankyou for your patience. Please call 1800 004 838 if you require more immediate assistance.

Kind Regards

Thermomix Head Office


Same problem for me. It's extremely frustrating trying to set timer, temp and speed. I have read people saying you have to pay to get it fixed which is ridiculous and very poor customer service. It's a common problem and should be Thermomix's responsibility. I hope someone from thermo mid contacts me to rectify this issue.


I have the same problem. I have had my machine for a few years but it has not had over use. Been using it more this year and it is a pain using dial to set time. It jumps all over the place. Seems like it is a common fault so I’m wondering if Thermomix should fix no cost to owners. I’ve put up with it for a year as it is a big process to pack and send off and I have lost my consultant’s number.


Hi deborah.guarneros

Thank you for your post. We are the distributor of Thermomix in Australia and New Zealand and are unfortunately unable to be of assistance in this case as you are based in Mexico.

Your best option is to contact your Thermomix Mexico service team again for further assistance:
https://thermomix.vorwerk.mx/servicio/contactanos/

Kind regards

Thermomix Head Office Australia and New Zealand

Thermomix Head Office


I have the same issue, and I have six more friends that bought it and they ALL have the same issue, even if some of my friends barely use the machine.

We call to customer service and they want to charge for fixing the machine. I don't think that is fair because it is obviously an issue that is appearing in all the machines.

We would like that Thermomix repair or replace the machines without charging us.

We are all customers from México. We are really disappointed because we brought a lot of customers to thermomix and now they are all disappointed and we feel guilty for recommending the company.


I am having the exac same issue even thou I hardly use the machine. Does this get repaired ? It’s quite an expensive piece of machinery and for it to fault like that is quite dissapointing - it’s really hard to set the time/speed


Good evening,

We are having the same issue as stated above. Our timer jumps randomly both over and under our target time or temp. Any assitance would be amazing please. We havent utilised the Thermomix a great deal and are a little concerned considering the cost of the item.

Regards

Andy


Hi JulieHarwood

Sorry to hear you are experiencing issues with your display.

We have passed your post onto our Customer Service team. Someone will be in contact to discuss with you shortly.
We thankyou for your patience however please call 1800 004 838 if you require more immediate assistance.

We look forward to clearing this issue up for you very shortly.

Warm regards

Thermomix Head Office


Issue with TM5 number display jumping I am having the same issue with the TM5 number display jumping forwards and backwards when turning the knob. It has only recently started and I have had mine for nearly 2 years.


Hi Crexusa

Thank you for your post. We are the distributor of Thermomix in Australia and New Zealand and are unfortunately unable to be of assistance in this case as you are based in USA.

Your best option is to contact your Thermomix supplier in USA and they will be able to help you.

Kind regards

Thermomix Head Office Australia and New Zealand

Thermomix Head Office


I have also got this problem with mine. Both the timer and the speed selector. I purchased it in New York and live here. How do we fix this problem? Thank you


Hi donnajs

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

We thankyou for your patience. Please call 1800 004 838 if you require more immediate assistance.

Kind Regards

Thermomix Head Office


I am also having this problem , seems like a common fault maybe thermomix need to do a recall ?? My machine is also out of warranty but has hardly been used .


Hi reneeplug

Sorry to hear about the issue you are having with your display. We have flagged your post with our Customer Service Team. A member of the team will be contacting you directly.

We thankyou for your patience. Please call 1800 004 838 if you require more immediate assistance.

Kind Regards

Thermomix Head Office


I am also having this issue.... finding it very difficult to set correct time/temp/speed when the numbers jump up and down. My thermomix is out of warranty so wondering if anyone has been able to resolve this on their own?


Hi KGirvan

I'm sorry to hear that you have been having problems with your TM5. I understand that you plan to contact our service team today but please know that I have also forwarded your post onto our Customer Service Team and requested that a member of the team contact you directly.

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

Kind regards

Thermomix Head Office


My husband just found the fault. If you turn the knob back and forth from 0 secs to 1 sec it should go back and forth from 0 to 1. One of the clicks on my machine doesnt function in this way and just keeps skipping upwards. Very dissappointed service did not fault find and that a non thermomix person found the fault in 2 mins. Have sent service emails and videos of the fault and will be contacting service again on Monday to send back for the 2nd time.


Hi, I only received my new thermomix a couple of weeks ago and am experiencing this number jumping issue. I cant even get from 0 to 10 without it jumping 5 secs with one click of the dial. I sent it to service and they were unable to replicate issue but said there was a problem on black box. Its still facing the same issue and ive played with my friends and theirs does not do this. Each notch turn goes the correct increment each time. Help!! Im so dissappointed as it is a brand new machine and takes time and patience sometimes to reach the desired time/speed/temp.


Hi Keight

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

We thankyou for your patience. Please call 1800 004 838 if you require more immediate assistance.

Kind Regards

Thermomix Head Office


I'm having an issue with my machine since the software update. The touch screen seem to lag when pressed and often then reacts only to a double press meaning I'm going backwards and forward on receipes all the time trying to get the right page. How can this be fixed? can I return to the previous firmware version, that seemed to function just fine.


Hi beano

Sorry to hear about the issue you are having. We have flagged your post with our Customer Service Team. A member of the team will be contacting you directly.

We thankyou for your patience. Please call 1800 004 838 if you require more immediate assistance.

Kind Regards

Thermomix Head Office


Can someone also help me please. When I turn the dial the numbers are jittery and it is becoming harder to accurately set a time and stir speed.


Was this fixed in the latest Thermomix update (via Cook Key)?

Ours used to do this, however its been fine since the latest update.


Hi Darlene006

Sorry to hear about the issue you are having. We have flagged your post with our Customer Service Team. A member of the team will be contacting you directly.

We thankyou for your patience. Please call 1800 004 838 if you require more immediate assistance.

Kind Regards

Thermomix Head Office


Hi
I've had the same problem with the dials jumping and my machine is out of warranty, what can be done to get this fixed please. Especially with setting the time it takes a bit to get it right ?

Thanks
Darlene Turner


Hi Sia S

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

We thankyou for your patience. Please call 1800 004 838 if you require more immediate assistance.

Kind Regards

Thermomix Head Office

Thermomix Head Office


Hi everyone,
I am having a similar problem. The dials jump back and forth when trying to set time, speed and temperature.
I was trying to melt 200gms of chocolate in it the other day and it wouldn't heat on any temperature lower than 60 degrees despite the blade speed being under 4. The blades were also speeding up and then slowing right down despite the chocolate having been grated.
So disappointing seeing that my first tm31 was faulty and I had to go through consumer affairs in order to negotiate a replacement from thermomix.
Surely a machine that costs in excess of 2k would perform without fault for longer than a year?
Anyone have a resolution to any of these problems?


Hi Brentos

Thank you for your post. We are the distributor of Thermomix in Australia and New Zealand and are unfortunately unable to be of assistance in this case as you are based in Uruguay.

Your best option is to contact Thermomix Agentina for assistance via the following details
http://argentina.thermomix.com/es
Kind regards

Thermomix Head Office Australia and New Zealand

Thermomix Head Office


I am having the same problem and require a solution that doesn't mean I have to send it for repair. I am a looong way from the nearest Thermomix service centre. HELP!


I had the exact same issue with numbers jumping and had to send it to repair. It is a internal problem with the dialer so have to be fixed in technical service. Fortunately it was on garanty (only 6 months) and was fixed in a week for free.

It works now perfect again! Smile

So my advice, try the recommended steps in this post, try to reset it and if it didn't work, go to technical service.


Hi geoff54

Sorry to hear you are experiencing issues with your TM5 display.

We have passed your post onto our Customer Service team. Someone will be in contact to discuss with you shortly.

In the meantime please bear with us, however should the matter be urgent please contact the Customer Service team direct on 1800 004 838.

Warm regards

Thermomix in Australia and New Zealand Headoffice

Thermomix Head Office


MY MACHINE DONE THE SAME THING

Geoff

THERMOMIX ``FIIIIIIX ``THE PROBLEM


Hi nenecosi

We have flagged your post with our Customer Service Team. They are currently responding to service requests from the Christmas/New Year break. A member from the team will contact your directly to assist.

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

Kind Regards

Thermomix Head Office

Thermomix Head Office


Hi nenecsoi

Our Head Office and branch offices will be closed from 12pm (local time) 23 Dec and will reopen Tuesday 3 Jan 2017. Should you have any queries during this time please email us at customerservice@thermomix.com.au and our team will be in touch upon their return. Our customer service team is also available via phone on 1800 004 838 between 28 Dec and 30 Dec from 9am to 6pm AEDT. Of course your consultant is also available to answer any queries you may have.

Kind Regards

Thermomix Head Office

Thermomix Head Office


Hi, my thermomix is having the same issue. I've tried all the suggestions but hasn't helped. I'd be interested on other people's outcomes.

Thanks

janine


Hi Sparker913

We have passed your post onto our Customer Service team. They will be in contact shortly to discuss however in the meantime you can try these steps (If you have not already):

- Check that your bench is flat and the machine is not sitting on a join. Ensure the bench is solid and doesn’t rock.

 - Check the 3 rubber scale sensors (the feet) under the machine to ensure they are clean and there is nothing stuck to them i.e. a grain of rice.

 - Check the power cable is fully extended from the machine. Approximately 1 metre.

 - Check the power cable or other items are not touching the machine or tucked under the machine.

 - Turn the Power off and remove the plug, then when ready to test, plug it in and turn on the machine.

 - Zero scales and place a full 1kg packet of rice/flour/sugar (i.e. something with a known weight). The scales should show weight of product plus packaging weight. It’s best not to use a can.

 - After 10 minutes, repeat the above test, use a different product if possible.

 - Note – when pushing the scale button, be sure that you are not touching the machine with your other hand.

 - Record the weights of the original items, their states weights

The technicians need as much information as you can provide so as to help them in the diagnosis and repair of your machine.

 

Please note there could be a variance of 10 – 20 grams (up or down) from the stated weight due to calibration tolerances set by Vorwerk.

Warm regards

Thermomix Head Office


Hi everyone, anyone had any problems with their thermomix not weighing? One minute it works and the next it goes from zero to max. Help would be much appreciate. 


Hi Kylie

Sorry to hear about the display issues that you are having. We have also passed your details onto our Customer Service Team. Our team is currently responding to Customer Service requests from two business days.  A member of the team will be contacting you directly.

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

Kind Regards

Thermomix Head Office


I'm also having this problem...I probably should call my consultant Smile


Hi Jacridge

Sorry to hear you are experiencing TM5 display issues.

We have passed your post onto our Customer Service department. A team member will be in contact to discuss.

Please bear with us in the meantime.

Warm regards

Thermomix Head Office


My thermomix is having the same issue, I am interested in hearing what the outcome with yours was Jessca11

Thanks Smile


Hi Jessca11

Sorry to hear you are experiencing issues with your display.

We have passed your post onto our Customer Service team.  A representative will be in touch to discuss.

Please bear with us in the meantime.

Warm regards

Thermomix Head Office