Forum TM5 scales are not working!



172 posts | Last post

Did anyone get a class action happening for this issue?


I'm having the same issue - once during the warranty period and now again. Did you have to pay the second time? I've been told I have to pay for so called 'labour, freight and general service'. This is unacceptable for a known issue with the product. They don't seem to budge on the cost and I'm getting so frustrated and do not want to pay for a known issue. Any advice will be great. Thanks


I'm keen to take action as I'm frustrated with their lack of customer service for a known issue with their product and it should be recalled to have the issue fixed - FREE OF CHARGE.
Let me know what we need to do. If nothing is done with my machine soon, I want to take it further!


Anybody interested in joining a class action against the Thermomix, please pm me.


Hi ya,
I agree with you that their is a fault with their machines that need to be addressed asap. How did you go with fair trading?


Did anyone have any luck with fair trading?


Seems to be a lot of people suffering the same issue with the scales not working. I don't understand why you have to pay to get them repaired if out of warranty, it would appear that judging not just by the cases here but also abroad there is some design fault.


Yes I agree. Totally


We Should All Launch A Class Action!

As so many TM5 owners have been having this issue and being charged for repairs, it seems quite poor that a large company continues to ignore the issue and make their consumers pay for their own faulty products. Making more profits on top of the price we've already paid for their overpriced blender with a heating function. I'm so sick of big corporations ripping off consumers with no accountability!


It's not good enough. If anyone asks me should they get one I know I'll definitely be saying no because of this reason.


Our TM5 has been sent in 3 times (1x under warranty and 2x out) for this issue and it's now happening once again. I'm not paying $135 for them to provide a temporary fix again and it's clear there is an underlying problem that they're unable to resolve.

If they provided a guarantee that their fix would actually work permanently this time then I'd happily pay it, but their history around this has not been good (at least for us).


Thank you for letting me know but I still think that it's obviously a fault with the machine which is why so many people have the problem and when we are paying over $2000 for something there should not be this fault. I think I'll check out what fair trading does have to say about it.


Hi
Thermomix Customers Service contacted me by email and apologied for the incorrect cost of $1325 for repair. As mine was out of warranty the actual cost was $135 to recalibrate the scales. I agreed to this, boxed up the thermomix as per instructions took it to the post office (no cost to me on sending it), sent it on a friday, thermomix received it on the Monday, I received an email saying a technician is working on it and also when th works was completed, dispatched on the Tuesday and I received it on the Wednesday. I was impressed with the turnaround. It is working good. Im glad I did write on the forum of my disappointment on my thermomix and the quote I received to have it fixed. In my opinion thermomix needs to investigate further into why this is happening with their product. However I am very happy with the customer service by email and by phone, the quick turnaround and would recommend to proceed with having the thermomix repaired.
hopefully this helps you.


I had to send mine away cost $35 haven't had an issue since but when you pay so much for something I wouldn't expect any issues and when there are maybe a free service for people as this is a common problem with the scales


Hi clovegrove

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

We hope to get you back using the Thermomix® as soon as possible.

Warm regards

Thermomix Head Office


Hi can you tell me when happened when you looked into this? Mine is doing the same. I'm not happy thanks


Hi I'm having the same problem. It started about a year ago just after my warranty was up. It's obviously a fault with the machine when so many people have the same problem. Ive cleaned it all throughly and nothing seems to help. Not good enough when you spend so much money on it and now I have to pay another $135 for a service plus postage. I'm not happy. What ended up happening with yours? I'd be telling everyone not to buy them when this happens straight after warranty.


Hi tatjana4336

Sorry to hear you're experiencing this.
We have passed your post onto our Customer Department. Someone will be in contact with you shortly to discuss.

We hope to get you back into the kitchen cooking again.

Warm regards

Thermomix Head Office


Mine is doing the same. I have been in contact with customer service to rectify this and it is going to cost me $1325, plus parts required and the cost of shipping. It would be cheaper for me to buy a new machine; however, I won’t be purchasing another as why would I outlay the cost for a new one, when in a few years it may have the same issues and I could be looking at thousands of dollars to fix too. I am not happy and have stopped using my Thermomix TM5.


TM5 scales just stopped working so disappointed. The scales half way thru a recipe would not register a weight just showing 0 to MAX . I did the trouble shooting suggestions but no luck I see a lot of people are having the same issue. Could someone from customer service please contact me thank you


Jo Melville wrote:
Mine did the same only a few months after I’d bought it. So did my neighbour’s. We had to send them back to be repaired. It’s now doing it again ?

Thank you for reaching out via Recipe Community.

We have passed your post onto our Customer Service department. Someone will be in touch shortly to discuss.

Warm regards

Thermomix Head Office


Hi team

In the middle of a recipe - all going well.
I put in my pumpkin and carrot - all weighed perfectly. Grated in on sp8 as requested.
Then needed to add the next part of recipe. Scales did not register the weight as it went in.
Checked another item - nothing. Just stayed at zero. If I push down it says max. I believe after reading all these comments, my scales have out of nowhere, just crapped themselves. I have never had a problem with this machine in the 4 years I have owned it. Tried calling customer service but they are closed. Can I please be contacted asap.


Our Customer Service team can be contacted on 1800 004 838 and are happy to help with any issues you are having with your TM scales.

You can also follow the steps below to do some simple testing at home:

Scales Test - TM5
1. Ensure your Thermomix is sitting on a flat solid stable surface away from joins in the bench top
2. The power cable should be full extended (it is approximately 1 metre long)
3. Check that nothing, including the power cable, is touching the Thermomix or tucked up under it
4. Examine the three rubber scale sensors (feet) located on the base of the Thermomix to ensure they are clean with nothing stuck to them e.g grain of rice or food crumbs
Complete this test while the Thermomix is not operating
5. Select the scale button, making sure you are not touching the Thermomix with your other hand at the same time
6. Tare the scale
7. Place an item with a known weight such as 500 g bag of sugar or 1 kg bag of flour on the lid of the Thermomix; check the weight and remove the item (canned items are not suitable as they can contain variations in weight)
8. Tare the scales and repeat the above step. If the item weighs the same amount for both tests then the scales are functioning normally and do not require service. (a small 10-20 g variance is quite normal when weighing 1kg items)
9. If the weight is the same but clearly not the correct weight, contact our Customer Service team as the Thermomix may need to be sent to the service centre
10. If weight fluctuates by more than 20 g +/- or if the reading continually flickers between weights and does not settle after a few seconds, contact our Customer Service team as the Thermomix may need to be sent to the service centre for the scales to be recalibrated
11. If the reading takes a moment to rest on a single weight but settles on a single reading after a few moments, the scale is functioning normally

Thermomix Head Office


Mine did the same only a few months after I’d bought it. So did my neighbour’s. We had to send them back to be repaired. It’s now doing it again ?


It was interesting to read this post as mine has started doing the exact same thing and I'm devastated. If someone could help me that would be great. ?


my scales have started to go up and down and I cant measure or weigh anything


Hi I too have a TM5 with scales not working. Working one day, the next nothing. Just doesn't seem to register the weight at all. My TM5 stays on the bench, sitting flat. I've tried the suggestions to no avail. Very frustrating !


My scales are fluctuating and keep moving up and down.


Hi Kat_Web

Sorry to hear you have experienced this.

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

We hope to get you back cooking soon.

Warm regards

Thermomix Head Office


I've just sent Thermomix Australia a formal complaint about this issue. It's very common, and I don't think their response is acceptable (charging a service fee, extra for any parts required, and having to find your own packing supplies at your own expense), nor do I think their response and product is in line with the mandatory garuntees under Australian Consumer Law. If I don't hear back with a reasonable response, I will raise the matter with Fair Trading. I urge you all to take the same form stance as they are not cheap! For the price, I expect the scales to last more than 2.5 years.


My scales have also stopped working. It seems to be a common fault. I tried calling the service customer number but it just directed me to a form which i can't find. Can someone please contact me to get this resolved. Thanks


Hi masterchef

Thank you for your post. We have passed your post onto our Customer Service team.

We thank you for your patience.

Warm regards

Thermomix Head Office


Can you please explain how the scales on the TM5 were fixed by the many people experiencing this problem (going from 0 to Max). We have the same issue. Can customer service please call me as there are currently very long delays in answering calls at your office.


Hi Effi13

Sorry to hear you have experienced this.

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

Thanks in advance.

Thermomix Head Office


My scales have suddenly stopped working after doing software update! Not happy Jan! I don't think I should have to pay for repair for an obvious update problem


thankyou cookkey $185 do I need to buy a new one or I borrow one lot of money if it does not fix mine


I was quoted $135 to send my TM for a service. But someone said when their cookkey did a software upgrade it fixed hers, so I took advantage of the recent bowl+cookkey sale and thought I'd try my luck. Just tried it and boom!! My scale is working again *happy dance* Not to say that it'll fix everyone's but in my case it seems it needs the software update.


Hi Teresa Flugge

We have passed your post onto our Customer Service team.

They can be contacted on 1800004838 if you need more immediate assistance.

Thank you for your patience over this time.

Thermomix Head Office


hello could customer services get intouch with me again please have tried ringing


Hi SimoneCecil

Sorry to hear you have experienced issues with your scales. We have passed your post onto our Customer Service team. Someone will be in touch with you to discuss.

We hope to get your back cooking shortly.

Thermomix Head Office


My scales have also stopped working. The service fee of $135 is way outside of my budget. I'm not really sure what to do? Is a thermomix without working scales even worth keeping?
Thanks


Hi Melanie_N83

Sorry to hear this. We have passed your post onto our Customer Service team. Someone will be in touch to discuss.

We hope to get you back into the kitchen as soon as possible.

Warm regards

Thermomix Head Office


Hi Emmalei

Sorry to read this. We have passed your post onto our Customer Service team. Someone will be in touch to discuss.

We hope to get you back into the kitchen as soon as possible.

Warm regards

Thermomix Head Office


Hi Jaross

Sorry to hear this. We have passed your post onto our Customer Service team. Someone will be in touch to discuss.

We hope to get you back into the kitchen as soon as possible.

Warm regards

Thermomix Head Office


My scales on my TM5 aren't working - they are either not registering anything or at max. We've tried unplugging, checking feet, resetting etc. to no avail.


I tried factory reset with no success. Unfortualy warranty is only 2 years.


My scales have also stopped working, it'll come up as zero but when I put the MC in the lid it says "Max". I've had my thermomix since November 2015 so not sure if it's still under warranty. If I do a factory reset will that resolve the issue?


Our scales on our TM5 have also stopped working. We hardly use it, maybe once a week if we're lucky since and it's only just over 3 years old. A big shame when it cost over 2k to purchase. There are are a lot of other users with the same problem, it seems like a fault that's well known about. For such a reputable company, it's a shame this issue hasn't been flagged and resolved by now.


Hi Durack

We are sorry you have experienced this.

We have passed your post onto our Customer Serivce team and someone will get in contact with you to discuss.

Please bare with us during this time.

Warm regards

Thermomix Head Office