Forum Repairs and Warranty



44 posts | Last post

Hi - I am in Melbourne and have almost given up on my thermomix. It intermittently (but now very regularly) shuts down with an error message saying that the motor has shut down. I've abandoned too many dishes mid way through to keep going with it. How do I get my unit looked at?

Any advice welcome please.

Thanks
Elissa


Hi Billie mc

Please do not hesitate to contact us if you have any issues.
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 Nikkid3204 My TM5 had a simular issue, the scales wouldnt weigh properly sent away the bottom housing cracked they replaced on good faith. It has happened again the exact same thing to me looking at the photos the issue is from the plastic heating up and failing. What was your outcome


Hi TMA82

Sorry to hear your plastic base of your mixing bowl has melted.

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

Warm regards

Thermomix in Australia and New Zealand Headoffice

Thermomix Head Office


Has anyone else had a problem where they have cooked a meal and at the end gone to remove the base to remove the blades and clean the bowl and found the base won't remove as the plastic has melted / cracked during the cooking process. Difficult to tell which one it is but noted that this time the sauce burned on for the first time ever in the area above this crack as well. Was making meatballs in tomato sauce from the cookidoo site, made it multiple times with no issues previously. Only had my machine for three months and loving it, I'm hoping the bowl is covered by warranty and quickly replaced as I use my machine daily.


Hi,

Does fluctuating scales mean it needs a service? Is there anything I should be checking before getting it serviced?

Thanks 


I love my Thermomix but am really disappointed with the after sales customer care from Thermomix telephone staff. I have rang twice this week to discuss a particular topic and on both ocassions was told 'someone will call you back in 24-48hrs." Finally someone did call me back after numerous calls and she was hopeless! I asked her why Thermomix made a particular decision regarding a question I had and all I got was "no, I dont know." Its such a shame that after receiving a Thermomix T5 that was faulty on delivery, that Thermomix will not even negotiate the matter regarding looking after thier customers with further deals. If Thermomix arent going to provide good informed customer service to me, and look after me regarding the faulty Thermomix, then why would I look after you by making further purchases? 

Disgusting!


Hi Pipandmoo

Sorry to hear your TM5 scales do not appear to be working.

I have passed your post onto our Customer Service team.  Someone will be in touch to discuss however in the meantime here are a few pointers to consider:

 

- Check that your bench is flat and the machine is not sitting on a join. Ensure the bench is solid and does not 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 or sugar;

- 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/tare 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 stated weights and give to the Service team member who calls.

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

Warm regards

Thermomix Head Office


Hi my scales have stopped working to. they have been fluctuating for ages and now they don't work at all. no matter what I put in my machine it reads 0.

 


Hi brownsugar

Sorry to hear you are experiencing issues with your scales.

We have forwarded your post onto our Customer Service team.

Someone will be in contact with you to discuss further.  Should you need urgent assistance please contact the department directly on 1800 004 838.

Warm regards

Thermomix Head Office


My TM 5 scales won't work 

any suggestions please...,


Hi,

I'm very sorry, but I haven't reveived any contact from your service team regarding my request posted over 10 days ago (over 6 business days). This is becomming increasingly frustrating as I am still currently unable to use my machine for the 2nd time in the 18 months of owning it. 

Could someone please advise me regarding this issue?

Regards,

Jenny


Hi Jacki

Thanks for your post.

We have flagged your post with our Customer Service Team and they will contact you directly.

Kind Regards

Thermomix Head Office


Just wondering how we access the new seal? I have a TM31 which I have had since 2012 and would be sad if it died Aw


Hi Jsea2987

We do apologise as we have not received your orginal request.

Our Service Team are currently responding to service requests from two business days ago. We have flagged your post with our Service team. A member of the team will be contacting you directly to assist.

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

Kind regards

Thermomix Head Office


Hi,

I sent a request about 5 days ago however have not had a reply - I'm wondering whether it went to another department? Anyway, I was using my TM5 to cook a recipe from the recipe chip and whilst it was in the middle of the recipe the engine sound kept going but the blades stopped moving. On closer inspection it appears the bottom of the black part of the blade mechanism now turns independently to the blades, and therefore if there is any resistance or increased speed (such as food or following any of the recipe chip recipes) the blades stop turning and therefore wont chop, shred, mill or cook anything.

I would like to mention this is the second thing in my machine to go wrong and require repair within the 17 months I've owned it. In November last year I had to send it away to your service centre as the c160 error kept coming up which i believe has happened to a few people. I'm sure you can appreciate the frustration involved having purchased such an expensive machine and it still being what I would consider a relatively new machine.

Any assistance on how to fix this problem would be greatly appreciated so I can get back to cooking the delicious food as soon as possible.

Thank you

Jen


Hi Nikkid3204

Thank you for your post, we can help you with this.

Our Service Team are currently responding to service requests from two business days ago. We have flagged your post with our Service team. A member of the team will be contacting you directly to assist.

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

Kind regards

Thermomix Head Office


you need to contact your consultant or Head Office service department directly. this might not be the best place to get answers on service. This is for recipes. Look on the website for a contact section, or you paper work from when you got it, tell them your serial number, date of purchase, phone etc... hope it goes well.


Hi there,

i ppurchased the TM5  in Nov 2014 (18 months ago).

 2 days ago the casing showed signs of cracking and the scales stopped working tonight. 

please advise how best to rectify these issue urgently.

 

many thanks

nikkid 

 

 

 


Hi Shintaro55,

Each customer's post on this site in regards to a repair or warranty issue varies therefore a service member contacts the customer directly to provide accurate assistance in regards to each individuals circumstance. If you would like further information on our repair or warranty system please feel free to call Thermomix customer service on 1800 004 838 or you may provide additional feedback at marketing@thermomix.com.au.

Hope this was of some help,

Kind regards,

Thermomix Head Office


With all of the complaints and issues,I find it interesting that there doesnt seem to be a response to any issue other than....

Thank you for your post.

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

That would be acceptable once or twice but the resolution to the issue never seems to get posted.

Why is this-it seems like pretty poor form to me.I am a little tired of reading problems without solutions being provided.


Hi Cecily50,

Your post has been forwarded onto our customer service department and a Thermomix representative will be in contact with you to further assist.

Kind regards,

Thermomix Head Office


This evening I noticed my basket has broken on its top edge. It hasn't been dropped, and I hand wash rather than dish wash after my mc broke. are other people having this issue? I have a TS 31 which I gave had since Christmas 2014


Hi Cooks30,

Sorry to hear about this error you are experiencing.

We have flagged your post with our Service department. A member from the team will be contacting you directly to assist.

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

Kind regards,

Thermomix Head Office


I am also having problem with error c160 whilst in middle of making soups,please help,very frustrating.


Hi Virginia Schwarz,

Sorry to hear about this error you are experiencing. A team member from our service department will be in contact with you within 2 business days to further assist. Thank you for your patience. Please call 1800 004 838 if you require more immediate assistance.

Kind regards,

Thermomix Head Office


Hi

My Thermomix is showing error C160. Trying to cook dinner and error keeps showing and shuts down. also Thermomix shows lid not on properly but it is. Can someone please help me.


Hi KatieY,

Sorry to hear about this error you are experiencing. A member from our service team will be in contact with you within the next 2 business days to further assist.

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

Kind regards,

Thermomix Head Office


For the first time tonight my TM5 failed me.  With dinner almost ready C160 error message appeared shutting down the machine. I waited then restarted, went to restart cooking and error C144 appears. Cannot get it to go again at all. 

Extreally frustating and disapointed.


Hi KMsmith

We understand your concern and we would like to reassure you that the safety of our customers is and always will be our highest priority. We only know about a few isolated cases. We investigate every case very carefully and analyse the cause for the incident. Please note that if you operate your appliance in accordance with the instructions for use, your appliance will be safe to use.

Last year Vorwerk, the manufacturer of Thermomix appliances, detected that in rare circumstances when operating certain ranges of TM31s with a grey sealing ring at high speed, for example while pureeing, and you open the lid right afterwards and/or very quickly, the hot mixed food can squirt out of the bowl in some instances. 

A precautionary measure of replacing the sealing ring was to ensure that customers can continue to use their TM31 safely.  The TM 5 is not affected

Kind Regards

Thermomix Head Office


Hi KMSmith

Thank you for you post.

Our Customer Service Team are currently responding to service requests from two business days ago. We have flagged your post with our Service team. A member of the team will be contacting you directly to assist with the cracked machine.

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

Kind regards

Thermomix Head Office


With all of the current media reports on the issues with the TM31 can those of us that have the TM5 be confident in the use of our machines and that they won't cause the horrific accidents that others are experiencing, makes me a little nervous to use!

Also the casing on my machine has cracks on it and I need to have this replaced but not sure about the process that needs to be followed?  

Can this be advised please


Hi Nickyfletch

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

Thermomix Head Office


My Themomix won't stop heating. Every time I try to use it it starts heating and I can't stop it


Hi BigRed and cbwhite

Thank you for your posts.

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

Thermomix Head Office


For the first time tonight my TM5 failed me.  Almost at the end of dinner preparation with guests waiting and I got a C160 error code.  It then shut down with the lid in the locked position.  I waited for a minute or two before restarting.  Within 30 seconds, C160 again ... 4 times in the space of 15 mins.  I ended up having to restart one last time just to get the lid unlocked before I shut it down for the night, then finished the dish on the stove - very disappointing.  After reading everyone else's C160 experiences on the forum, I am not waiting for it to happen again. 

"Thermomix in Australia", please pass my post on to your Service Team.  I await your call.  Thanks.


I am really getting pretty tired of the C144 and C160 error messages on my TM5 - happened YET AGAIN while trying to make jam. Just about threw the machine out the window this afternoon - I've wasted hours trying to get it to work and can't finish off what I need to make. 


Hi Kaysie

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

Thermomix Head Office


Hi sparkles76

Thankyou for your post.

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

Thermomix Head Office


My Thermomix stopped in the middle of a soup recipe and gave the dreaded C160 fault message. How many others are experiencing this and does anyone know what it means?

Thanks

Kaysie


Hello - the kneading button on my thermomix is not working (stuck in) and the scales have been tempermental also. It is 2 and a bit years old. We live in Sydney so how do I go about getting it repaired please?

Thanks


My husband didn't properly connect the thermomix bowl/ blade assembly and tried to melt butter which then resulted in butter entering the electronics and a machine failure. We rang the Brisbane Thermomix service centre in Brisbane and delived the machine to Newstead on Tuesday. By Friday, Thermomix had delivered the machine back to our place fully serviced and operational at no cost even thoiugh it was our fault. Great customer service. We've since trained my husband and the kids on how to properly assemble the machine because although it is not hard, they generally have no idea about assembling anything in the kitchen or cooking generally but since the thermomix arrived they are all keen to use it for thier own creations. A great cooking aid. 


With it being Australia Day tomorrow I think a new Australia Day Award should be given- Australian Business of The Year and it should be awarded to Thermomix.  When the casing on my TM5  cracked they repaired it immediately.  My basic cookbook chip isn't working, so I rang them this morning and was told a new one will be sent today.  I have never known a company to be so easy to deal with and their telephone staff are really sweet and nice.