Forum Has anyone sent their TM back?

Lol! I was just saying the same thing to my husband last night! I think I will end up having both machines on the bench   Would be cheaper than buying a second bowl and blade set!  And each machine has its thing that it is better at doing then the other. Will try the custard recipe as my kids love custard. Not game to try the yoghurt though!! Not sure about the whole 'starter' thing and then how you go about flavouring it for the kids to eat.

tasha00, when you are ready, search the forum for yoghurt tips and tricks under What am I having for breakfast? heading, lots of good advice there. Just quickly yoghurt starter is just a good quality natural pot set yoghurt that you can purchase from the supermarket. Regards Anne

It is so interesting to return to this thread - I share so many of the negative experiences! I have had my machine a couple of years now and still not happy with it. I have been to many classes and talked to my consultant but I am still much happier with my 25 year old food processor. I have a chuckle when people who are unhappy are told it is the ingredients or they are not using it correctly.

I have just purchased a breville scraper mixer which I absolutely love and with that and my food processor I am making delicious food and often a lot easier than I found the thermomix. So each to his own but please realise there are people who just don't like it!

I have had so much fun trying out new ways to cook things, using the Varoma. Not with recipes either! My new partner loves it, after his first hesitations using a new expensive "gadget". He now thinks it is worth the money, plus some! Try using different levels of your herbs and spices to get new flavours happening.

my new partner suggests to just throw away the conventional cookbook and try what you fancy as new blends, tastes and methos in the TM. It really is a wonderful machine.

it.

I must admit I'm worried after reading these posts - my TM is on order and I really hate watery bland food as do my kids. The demo tasting seemed awesome. But if i need to "tweak" all the recipes that are provided and constantly phone my consultant it just sounds like hard work and wasted food and i dont have the time or money to waste. I just need something to seamlessly  help me to prepare evening meals when I get in after work - the cakes, bread, milling flours etc are really not so important to me right now

. Have I made the wrong decision?

Hi appleandblackcurrant

I always tell my clients that it is personal taste, some people love all the recipes as they are, others want to change them.  This is the same with any other style of cooking.  Once you get used to the "process" of the Thermomix you can do anything you want, so your food won't be bland and watery.

I make most of our evening meals in it as do many of my clients.  Your consultant should be able to guide you, especially in the beginning and from there you can do your own thing.

Just give it a go and make sure you contact your consultant with your questions, they should be able to help.

Fiona

Thanks for your reply Fiona - I've got over the collywobbles now and I'm really looking forward to getting my machine Can't wait in fact! You are my consultant which is another reason why I feel so comfortablle with my decision I realise that any recipe or form of cooking needs to be tweaked to personal taste and I look forward to doing it!

I wouldnt worry I am finding I much prefer to tweak recipes and also just cook what I know but using the TM. Ive not had any watery flavourless food at all.

I also still use my normal cook books and just convert them.  

No you haven't. Food made in the thermie does not taste the same. Yes you need to experiment but you would do that with normal cooking.

There are recipes you will make over and over and change constantly depending on what you have in the fridge/pantry or garden even.

Pressing a button is not going to give you a 5 star meal. You have to make it and when you do use it more and more you know you've made the right choice for you and your family.

Hi appleandblackcurrant,

It is always hard to tell who my clients are with tag names   So glad you're over the collywobbles and hope you're loving everything!

Remember to call or email anytime, I'm always here to help.

Thanks Aimless and Paola, for your words of support for all those out there who are unsure about the TM.  You're so right, you are still in control of what happens in the TM, and can make the food taste how you want.  Making a recipe your own is part of the fun!  An it is the same with all cooking, not just with the TM.

I hope you are all enjoying the TM journey, Fiona

After just under 12 months I'm about to eBay mine too. I've been really good and experimented trying lots of recipes - but I'm sick to death of the vibrating and bouncing all over the bench when chopping vegetables (cold) and also when blending hot food. It's getting worse on a weekly basis and really it's making me not want to use it - I don't know if I'm damaging the machine and it's very frustrating that the contact is a consultant who just fobs you off. There's no customer service at all. I've done a lot of cooking and used a lot of appliances and kitchen utensils - I'm not a novice who has no idea, and I'm pretty sure I know when to give up - this is not me using the machine incorrectly. I've been watching demos online and other machines are not performing like this. I have wasted a huge amount of money and I'm really disappointed. I went way beyond the $2k outlay buying accessories and books. Other people seem to have this vibrating issue in small numbers on here so it sounds like a fault - and under warranty I don't know why it can't be repaired!

If you give the TM bowl blades a quick spin on speed 10 for 1-2 secs after getting out most of the content of the bowl that usually does the trick to spin the central contents to the side and then easy to get out.

If you give the TM bowl blades a quick spin on speed 10 for 1-2 secs after getting out most of the content of the bowl that usually does the trick to spin the central contents to the side and then easy to get out.

Hello Wits' End, I am sorry to hear that you feel your consultant is fobbing you off.  In the 7 months I have had my Thermomix I have only had one time where I would feel the need to stay with the machine which is when it is kneading (which is advice given during your delivery instruction, if you had this) but other than this I feel I can set and forget and get on with other things.  Yes there is a lot of vibration when crushing ice, processing hard vegetables but generally we are talking around 10 seconds for vegetables and maybe a minute for other things such as sorbet.   I would recommend contacting Thermomix head office and asking for assistance if you are not happy and also to attend a cooking class or two where you can air your concerns openly and discuss with other owners and also have a senior group leader address them.  If there is a fault then you can take your machine into a service centre or if under warranty they will courier it into there (if is a genuine fault).  I hope you will not give up as I would not like to think of you having this disappointment with your important investment. I would like to hear how you are getting on.  By the way, yes I am a consultant but my comments relate to my personal use of my thermomix and not related to sales in any way which is why I refer you back to head office.

Hi, yes I still have my tmx. At the moment it is only getting used for smoothies (by my hubby) and I use it to grind up the compost or chicken food. Still not all that impressed and am thinking it may need a serviceasmy blades arebluntand the lld doesnt go on everytime easily. I did loan it to a friend for 5 months and never missed it, she ended up buying her own. Not having reliable internet at my new home makes inspiration difficult, and recipe conversions dont happen as the EDC is all wrong in measurements and ratios.

I feel so disappointed with the run around I have had from Thermomix - I think I have purchased a $2k box filler. I wanted to sell this on eBay - but I couldn't in good conscience knowing it doesn't work properly. Chrissy the electric composter that turns food scraps (including meat) to compost in 24 hours is under $900 - it's a shame you use this expensive appliance for compost.

Stephanie is your post serious? You absolutely do appear to be posting with 'consultant' speak - and can I ask from your 'personal experience' how would you correct a machine that vibrates so badly it rocks, shoots the measuring cup out of the lid and then sprays boiling liquid up the wall? I can't see how your suggestion to flick the blades would help - but please enlighten me, you could fix all the problems I'm having with the machine.

The last fob off I received was at a cooking lesson - so that suggestion didn't work.

After considerable effort the machine went to the Melbourne service centre and despite giving a detailed list of faults they didn't want to do the testing with the particular food or recipes I was using (although I did offer to send them a $2 can of chick peas). So the machine is back - with no resolution. They have replaced parts - but apparently not because of a fault. I was also informed that a certificate could be supplied saying there were no faults found so that I can use that when listing the machine on eBay (I do have a conscience though).

The head office person has informed me the solution provided by the local group leader would not work.

Hi Everyone, I am MORE than pleased with my TM, I use it everyday I very rarely my stove, in fact, my husband has made a cover for my stove top , which I use for extra bench space. 

   I found it very slow going with TM to start with, but I was determind to get on and learn a new way of cooking. I have adapted my own recipes now and have no trouble.

 Some of the TM recipes I didnt like but  I experimented until I got the taste that suited me. Dont be frightened to have a go.

 I can't say enough good things about this wonderful appliance which I have had for 2 yrs.

  I save heaps from making ingredients from scratch and I love the chicken, beef & vegie stock recipes.

I feel very sad for the people here who are not happy. I love my TM. I've had it for 5 wonderful days. It was a surprise gift for me and I can't wait to get home ever night to use it. Learning a new way of cooking is so exciting and I just wish I could stay at home and cook! PS I think my husband is jealous...

I have had my TM for 3 weeks now. I was the one who poo hooed the machine  after first hearing about it 3 years ago. So expensive! why would anyone need it! No one needs one but after buying it I am a total convert. It certainly is a different way of cooking. But I am now cooking dinner for 6 nightly using it along with a couple of chopping boards and knives. I have made all manner of things. It is on 3 times a day when I work - every day - and maybe 5-8 times a day on the weekend. Like all receipies they need adjusting to your particular taste. Ithis machine is wonder ours! The food that comes from it is much better in taste and texture than I would usually produce. By contrast, 3 years ago I purchased a kenwood major with all the attachments. I have used that no more then 10 times because of the down time in finding, connecting and washing all of the attachments most of which attachments simply did not do what was represented of them ( eg mincer). Like a lot of people I was really worried about how much I had spent and whetherI would use it. For me it has been wonderful. If your machine is worrying you ask a consultant to come and watch you cook in it. If it make an unusual noise or moved more than normal then they will know. If the food is not to your liking ask a consultant to watch you cook. They are very good at show and tell!  one further point, my husband loved the food at the demo but when I took possession of my TM he complained about the noise. I suggested it made less noise than I would if it were taken from me! After 3 days of being fed he too is a complete convert because the food does taste very good and the texture is also very good. This is only my story but I recommend at getting a consultant for those who are not satisfied before you turf the TM.

Boy am I upset.  Thermomix introducing a new model very secretly.  If I had known a new model was coming out I would have waited for the new model.  I am telling everyone I see to stay away from Thermomix as yhey cannot be trusted.

Hi jayebird,

We would like to offer our sincere apologies for any personal disappointment that you may have experienced as a result of the launch of our new model 5 in Australia.

The Australian launch of the Thermomix Model 5 was conducted in line with global brand compliance, in accordance with our distribution arrangements, which did not allow for any pre-promotion of the new product. 

To address this and any other concerns we have decided to offer a free Bowl, blade and lid set to those customers who made their first payment for their TM31 on or after the 1st July 2014 and prior to 20th August 2014, along with delivery after 1 July 2014.

These customers will be contacted by email or by post where an email address has not been provided.

If you would like to discuss your situation further, please contact our Customer Service Centre on 1800 004 838 or customerservice@thermomix.com.au  

Not Happy!Sat out the lengthy waiting period only to have the lovely consultant set my machine up and say it has a faulty screen,had lines all through it. So it was packed back up....to be fixed ...how about another new machine please!!!!!how long do I wait now? I'm reading about lots of unhappy customers.. Im hoping it works when it comes back unlike so many others!!

I too waited almost 7 weeks (and paid in full the day I ordered the machine) and have had my machine a few weeks. The day it came it had problems with the scales which has not righted itself. I really didnt want to part with the machine as I had waited so long but had to send it back and am now waiting to get my machine ...  at least another 2 weeks!!I It would be nice if they leant you a machine whilst it was being fixed. I am not really sure we should get a NEW machine considering the cost!!!. Love the Thermomix in the short while I had it but really not very happy with the outlay of funds versus amount of time I have used it

I just received my TM5 today and straight out of the box the scales were faulty. I was so disappointed to get a faulty machine that I have send straight back and wait another four weeks or so.

I think good customer service would be to replace the machine ASAP rather than wait for a repair on a brand new machine.

Interesting to read these comments. While my thermi had worked well for around 18 mths, the electronics on it recently stopped working.  After packaging it up securely myself , and waiting all day for the courier to collect (came round 6pm), I sent it back within the warranty period.  I thought "great, that was relatively easy" only to be told that the electronics panel had been affected by cockroaches and I needed to pay an additional $208 dollars.  The machine had been fixed without consulting me first and they say they won't release it back to me without my payment. And of course they are the only ones who will repair it (adding $48 freight to the bill)  Mmmm. Not very impressed.  So here I am with a $2000 machine that has been undone by a few tiny cockroaches.  Hardly what I expected.  I would have thought that a machine to that value would be sealed or something to protect from this kind of thing.  And to be honest I am not at all impressed with their customer service.  When I complained I got platitudes, like I am reading a lot of on this forum. But no real substance behind them, no real restitution.  As infuriating as they can be , at least if you call to complain to Optus they give you money off your next bill to support their claims that they are sorry.  I'm really not happy. As much as I have enjoyed my TM, this leaves a really bad taste in my mouth. No choice but to pay the money.  Can't not fix a $2000 machine, let alone not even have it in my possession. And to think my husband told me to buy it when my mixmaster, stick mixer and mini processor had died, saying "I'm sick of buying Chinese junk that just ends up filling landfill.  German engineering is good, go buy that TM".  Little did we know that the same kind of thing would happen here.....1 electronics panel most likely in landfill. My advice....spray a barrier around your TM to ward off cockroaches. And don't expect anything special from the after sales service......

Hi 2many2please

A member of our Customer Service team will be contacting you directly. Please bear with us in the meantime.

I'm having issues contacting thermomix. Have tried to phone numerous times and have sent an email however have not been contactEd. I've had my TM31 for about 18 mths and it has suddenly stopped working (no power). No error messages.

i need to get it fixed ASAP. Any ideas how i can get in contact with thermomix/how long I'm going to have to wait for a rePly to my email??? I would expect after buying such an expensive appliance I should be able to get in contact with customer support

Hi Agibson,

We have alerted our Service team to your post. A member of the team will be contacting you directly. Please bear with us in the meantime.

Hi Everyone on this forum, just finished a VERY frustrating conversation about the issues with scales on my machine. Sent it in to be fixed last week, received it back yesterday and still not working. Called them again to explain the issue again and they asked me to collect all this data for them as they were unable to replicate the issue with the scales. I told them they should just send me a new one ... if I bought the Target one I would go into the store return it for a refund or a new one.

If anyone is interested I am going to open a case with Fair Trade to rectify the situation, I feel that the resolution that Thermomix has offered is not inline with what is expected of an organization and a purchase of this magnitude. I am not sure if we can organize a group compliant but it might be worth more than one person submitting a complaint with their situation to try and get more response from Thermomix Head Office. This website will direct you on how to make a complaint online https://www.cas.fairtrading.nsw.gov.au/icmspublicweb/forms/GeneralForm.html

It must be very frustrating for  the consultants because they are doing a great job selling a product that their Head Office is failing to stand behind. They are expected to offer a level of customer service that their Head Office is not supporting them through.

Hi jstaplet7576

Your Consultant will be contacting you directly about this today. Please bear with us in the meantime.

I got a "lemon" TM5

FRUSTRATED is understatement as is DISAPPOINTED.  Reading this forum has confirmed my concerns about after sales service and longevity of an expensive investment.  It started off bad enough to be reassured the scales should right itself - NOT!  Scales didn't get fixed till a few weeks later when the base melted & got stuck to the no longer removable bowl.  I followed the recipes to the endth details as I was first time Thermomix owner after years of not being to able to justify cost effectiveness.  Recent illness warranted a different approach to convenient less menial recipes.  Thought the price should reflect its claims.

Now I am facing the 4th thermomix malfunction. 3rd melted base... shouldn't the special high quality plastic withstand the recommended recipe temperatures?  *Sigh* why put up with the tedious return for fiixing procedure - granted there is a 2 year guarantee.  What happens after 2years? I continue to put up with regular change of base costs then? Or force to use TM5 like any food processor minus cooking feature for the $2K investment?  When it doesn't breakdown there is much to be enjoyed & appreciate of the recipes on the chip but between time out for repairs I haven't been given any substitute courtesy machine of previous models even to keep me cooking.  It has only been less than a year (November 2014) since getting TM5 which was delayed a number of weeks due to demand having paid up fully upfront!  No discount for the interests $2K could have generated.  Sorry I bought it.  Maybe can exchange for previous model with a refund too?  Or just give up? I was anticipating TM parties to show off to my friends but too embarrassed to face the joke of investing in foolish expensive white elephant!  

Hi Aunti Mei

Thank you for your message. We do understand your frustration and have passed on your message to our Customer Service team who will be in contact with you soon about your concerns.

Kind Regards

Hi chrisandjo,

I have forwarded your message to our customer service team who will contact you directly to further assist you in regards to the cockroaches and any further concerns you have.

Kind regards,

I have been without my thermomix for a period of four weeks in the first 12months of ownership because of a sensor problem that would not allow the lid to lock. It was all fixed and has worked well up until now - the scales have stopped functioning even though I ensure the machine is on a level surface and lift it carefully. Am not looking forward to weeks without it while it is fixed. Still waiting to here from customer service. Has any one else had problems with the scales?

I have owned a thermomix for 3 hours! I tried to boil rice and it said C52 and wont get hot! I feel totally scammed. $2089 is a lot of boiled rice from the local Chinese Restaurant! What a peice of crap! Already lodged my complaint with Consumer Affairs, if anyone is reading this, dont buy it! I wished I had'nt. So disappointed after all the hype.

So the rep just came over to determine what the issue was, she called Branch Manager who claimed Machine did not heat and that it was user fault! Then the rep, WITHOUT my CONSENT started filming with her phone in my private dwelling. I think its time to call A CURRENT AFFAIR! 

Hi Son2379,

Your post has been forwarded to our customer service department and a member from the team will be in contact with you directly to assist.

Kind regards,

Hi,

my thermomix is about a year old. And it has just started showing the c 52 error and will not work, I have cleaned everything and dried well but still shows the same error when I turn it on. Is anyone able to tell me what to do now.

thanks

Hi Liney03

Sorry to hear about the error code.

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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Hi,

My TM5 has error message C513 (could not access Thermomix recipe chip. Pls clean contacts and reconnect)  and C561 (Communication error with accessory.  Please restart thermomic).  This happened since Nov 2015.

May I know where i can send the machine to fix this error

Hi LHTan,

Sorry to hear about these errors you are experiencing. Your post has been forwarded onto our service department and a member from the team will be in contact with you within 2 business days to further assist.

Kind regards,

My thermomix has suffered a literal meltdown. (15 months old so still in Warranty) I was cooking a recipe I've done many times before and noticed the jug had burn marks on the bottom that wouldn't come off, went to fit the base back on to let it soak but base wouldn't go on. Then noticed that base had melted bits on it!! Have contacted my rep who let thermomix know last week but I still haven't heard anything a week later. How long is the usual turn around time for this kind of thing. I desperately need my thermomix back up and running ASAP. Also curious to know if anyone else has had this issue and how long it took thermomix to fix this problem and if you were happy with the result. 

Hi Roserlee

Thanks you for your post. It will depend on when and how your consultant has looked into it.

We have flagged your post with our Service team and a memeber of the team will contact you to assist.Our Service Team are currently responding to service requests from two business days ago

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

Kind regards

Thanks for getting back to me. Since posting my consultant has been in touch to say there is a new base and green rubber seal on its way to me. Any idea how long this usually takes?

Thanks, Rose

Hi Roserlee

Great, glad your consultant has been able to help.

Shouldn't be to long, just depends on Australia post.

Kind Regards

Hi, I bought a secondhand TM5 which I was so happy with I decided to buy a brand new one so I had the extra warranty, so I sold my TM5 Sun week ago had a party the following Tuesday from a wonderful consultant and bought a brand new one that day paying the full amount upfront. I loved my Thermomix I was so excited and could hardly wait for my new one to arrive as I use it nearly everyday and have bought many books and chips to go with it. When my consktant rang on Thursday I could not believe it arrived so quickly and she dropped everything to come around and set it up for me an hour later bless her heart. 

    Well that's when things went from a fantastic day to a nightmare. We made the vegetable stock and it seem to chop everything ok although we needed to do it twice which can be normal but when it went into heat mode the motor would struggle like something was holding it back but nothing was caught around the blades it went good for a couple of minutes then it would make strange noises like the motor could not cope. We finished the recipe and thought we would try a different recipe to see if the same thing happened so we made pumpkin soup, sure enough much to my dismay it happened again. My consultant and me thought maybe we were imagining it and that was normal so she went home and bought her  TM5 back and we both made the vegetable stock and sure enough hers did not make the same struggling motor noise on heat as mine did. My consultant recordered the noise and sent it to her boss and she said that's not normal and to not use it and put in a complaint which my consultant did immediately. I told my consultant that there was no way I wanted the same one back as it did not work from the first time I used it so I wanted a brand new one. After my consultant putting in the appropriate forms they have said they will put a note on my file and to keep using it. No way after spending over 2k am I going to accept having a faulty Thermomix or a repair. If I bought this sort of appliance in a store and it did not work I would of been fully refunded or offered a brand new one no questions asked not just told we will make a note on my file. This is totally unacceptable and very disappointing . My consultant has been so helpful in trying to get this sorted but still I have a Thermomix sitting on my bench with no news of a replacement.