Forum Plastic cover has developed cracks and logo has all but disappeared



25 posts | Last post

Hi Iceblueboy,
They did call me regarding my TM5. Due to out of warranty, I am still have to pay all the repair fee. It is quite an expensive excises. I am still thinking if should I do it or not. I am pretty sure it will happen again as they will give me the same part alike last time. It is because it happens the 3rd time.
Good luck with yours TM5.
At the end, I am still love my TM5. I can’t live without it.
Alex Kung


Thanks Myris. Appreciate you sharing that information with me. I'd love to have my faith restored with thermomix after the upsetting experience i had with the thermomix consultant prior to even receiving my TM5. Have a lovely weekend.


Hello, So when I was contacted by Thermomix, I was told my machine was out of Warranty, even though this issue had already been fixed once before. Below is the bill I had to pay to get it sorted again this time:
1 Non Warranty Service Fee: $122.73+ gst- $135.00
1 CTN5SER M5 Packing and box M5 Packing and box $0.00
1 COVERM5 M5 Coverplate printed (Upper Housing): $140.91+ gst - $155.00
1 ENCODERM5 M5 Encoder cpl: $56.36+ gst - $62.00
1 TM5/TM6 Sealing contacts $14.55+ gst - $16.00
Sale Amount $334.55
GST $33.45
Sales Total $368.00
Amount Paid $368.00
Balance Payable $0.00

Regards
Myris McIvor


Thanks. I have paid the $135 service fee and purchased packaging to send my thermomix back but now quite worried i'm going to have to pay an additional large amount for parts after reading some of the comments here......my machine was only received on 9 December 2018 so isn't even 3 years old (ordered on 21st November). I would love to have some faith that thermomix will look after me as a valued customer. I've never asked for any help or had anything go wrong in terms of the machine itself. With no job it's obviously making me a bit anxious. Has anyone else had to pay and if so was it a lot for replacement parts for something like this. Thanks guys for contacting me. It's on it's way back to you now.


Thanks. I have paid the $135 service fee and purchased packaging to send my thermomix back but now quite worried i'm going to have to pay an additional large amount for parts after reading some of the comments here......my machine was only received on 9 December 2018 so isn't even 3 years old (ordered on 21st November). I would love to have some faith that thermomix will look after me as a valued customer. I've never asked for any help or had anything go wrong in terms of the machine itself. With no job it's obviously making me a bit anxious. Has anyone else had to pay and if so was it a lot for replacement parts for something like this. Thanks guys for contacting me. It's on it's way back to you now.


Hi AlexKung and iceblueboy

Thank you for your comments.

We have passed both posts onto our Customer Service team. They will be in contact to discuss further. Happy cooking!

Thermomix Head Office


Hi Alexkung, i have a similar problem and don't know where to start or who to contact to replace the casing. Did they give you any idea of how much it might cost to replace? Hope you managed to get your machine sorted and are safe and well.


I am in the same problem. My machine is about five years old, I had the case replaced the first time within the first year and replace again after another one and a half years later. After that, the cracks show up again and it is getting worse ever.

I contacted customer service who have told me that I will need to pay the service fee PLUS whatever it costs to replace the plastic casing. I am also extremely annoyed because I didn't cause this! I don't see any reason why I should have to pay for it to be fixed.


Hi McIvor

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

Warm regards

Thermomix Head Office


This is my second Thermomix, I had a TM31, then upgraded to the TM5 & have had notning but issues with the cracks, It has previously been sent away & fixed, but now they are back. I have just upgraded to a TM6, but I am really frustrated that I cant get my TM5 fixed, I have 3 x friends interested in looking into purchasing, but wont look at it at the moment due to poor customer after service that I have recieved. Super fruastrating when you spend so much money on this supposed amazing machine, only to have this happen. I am verydisappointed


Hi sarahjoysmith

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

Warm regards

Thermomix Head Office


I am in the same situation as you. My machine is just four years old and I contacted customer service who have told me that I will need to pay the service fee PLUS whatever it costs to replace the plastic housing. I am devastated because I love my machine but I am also extremely annoyed because I didn't cause this! I shouldn't have to pay for it to be fixed....


Hi serinat1

Sorry to read this.

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

We hope to get you back cooking as soon as possible.

Warm regards
Thermomix in Australia and New Zealand

Thermomix Head Office


yep, I got 3 cracks now really bad, when i first got it had it send it back to them to repair it as it had cracks but it seem to come back now. Love my thermie but cracks seem to be constant problem. Not sure if they going help out as I'm in Darwin as well. Also my logo is all but gone as well, dont know how that happened.

Thinking of upgrading to TM6 but hesitating because of the constant cracks issue that keep coming up.


I just noticed the same problem with my machine.

Edited to add: Thermomix contacted me soon after I posted this. I sent it back for repair. They fixed the issue and also updated the machine software. It's like having a brand new machine.


Thank you for your post.

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

Warm regards

Thermomix Head Office


Thanks for posting your issue here as I have had the same thing happen. I have had my machine for 4 years. I contacted the Customer Service Centre and was told it would cost me the price of the service plus cost of replacing the plastic cover which they could not tell me how much that would cost. Clearly this is a problem with the machine as so many people have had the same issue. WOuldnt it be reasonable to expect to have the issue rectified by Thermomix...I'd be ok to pay the service fee, but to be told that it would all be at my cost and that cost is unknown , was less than acceptable.
I had recently purchased a TM6 , so to have this response when I have purchased two Thermomix machines in just over 4 years, I was very negatively surprised and disappointed.


Hi Pattytm5

Sorry to hear about that. We have flagged your post with our Customer Service Team and a member of the team will be contacting you shortly.

Alternatively, you can always call Customer Service direct on 1800 004 838.

Kind regards

Thermomix Head Office


Hi
ive got the same problem with cracks in my tm5 plastic either side of the bowl. I'm very upset as I expect more for $2k. I was just about to buy the new tm6 yo have two machines but now I'm worried. Also the logo has half rubbed off. Very disappointing.


Hi AlexKung

Sorry to read this has happened. We have passed your post onto our Customer Service team and someone will be in contact shortly to discuss.

Warm regards

Thermomix Head Office


Hi there,
I am having the same problem. It was replaced under warranty. However, this happened again. The warranty is ended. What could I do?


How did you go with this, did Thermomix Australia rectify the matter and replace the plastic?


Hi JessL1983

Thank you for getting in contact with us.

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

We thank you for your patience. If you require more immediate assistance please call 1800 004 838.

Warm regards

Thermomix Head Office


Hi there
i am wondering why my thermo has crack lines in the clear plastic either side of the bowl? It has been there for about a year and has progressively seemed to get worse. Is there something wrong with the plastic used in the tm5 machines? It seems trivial but for the cost of the machine, you would think the plastic would be of a better grade and not show signs of wear after only a few years of use.
i would appreciate some assistance in rectifying this issue.
kind regards
jess