Forum TM5 scales are not working!



93 posts | Last post

Customer Service contacted me. I need to post my TM5 to them. Postage costs $35 return. I won't know what it will cost to fix until they check it and are given a quote. Fingers crossed!
They did not give me a reason why the scales are failing on a TM5 which has not been used a lot and has not received any damage whatsoever. It still looks like new. I'll post an update when I know the outcome.


Hi Brooke_B

Sorry to hear your scales are not working.

We have passed your post onto our Customer Service team and someone will be in contact with you to get you back cooking.

In the interim you can troubleshoot with this scale test.

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, 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, 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

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

Warm regards

Thermomix Head Office


Hi GWS

Sorry to hear you are experiencing issues with your scales, post update.

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.

Warm regards

Thermomix Head Office


Hi joanneinberry

Sorry to hear your scales are causing an issue.

I did send your post onto our Customer Service team last week. I trust they got back to you to assist.

Warm regards

Thermomix Head Office


Hi, like others my scales stopped working today 0-Max seems to be the problem for many!! How can we fix this ASAP??


As has been the case with numerous other owners my TM5 scales do not work post downloading the latest update - goes from 0000 to max. Is there a fix?


Like the others, after I downloaded the update my scales failed to work. I never move my thermomix and it is treated like the sensitive machine it is. could you please advise what to do


Hi RoAnn

Sorry to hear you have experienced an issue with your scales.

We have passed your post on our Customer Service team. Someone will be in touch shortly to assist you getting back into the kitchen as quickly as possible.

Warm regards

Thermomix Head Office


Mine have suddenly stopped working and I haven't updated it. So not the reason for mine. Neither do I pay any subscription for anything!
Can only be a fault with my machine. It doesn't move off my bench and only gets light occasional use!


I will be doing that. If would be reassuring if you explain to forum users what the problem has been and whether it costs to fix.


My TM5 scales have stopped working. They just say zero or if I place pressure down with my hand it will say Max. I have checked everything and restarted but scales just won't weigh. My TM only gets occasional use and is taken great care of. I don't bang utensils on the edge of the bowl either.
Why is this happening. I see others have had the same problem.can TM please let us know what the fault is?


Hi erinmichhelle

It is best to contact our Customer Service Team on 1800 004 838, as they can run through some simple tests and tips first to determine the problem.

Kind Regards

Thermomix Head Office


Hi, I am having the same problem with my thermomix. Just wondering, did the issue get resolved and if so, what did you do?
thank you 😊


My wife and I agree as this is apparently is a fairly common problem from the posts here.


I have problems with my scales too. I stopped using it but thought I would start again. So took it in to get fixed it's going to cost me $100 this is crazy considering I have had this problem from day one. I won't be paying a $100 every time the scales go. This is a fault with the machine and should be replaced or fixed free.


My scales on my tm5 have stopped working also is this a design fault?


Hi folks, I recently had this issue and like many, I was very annoyed that my expensive machine had gone faulty . . but I must say that the Service Centre here in Melbourne is EXCELLENT! The flat rate for postage is very reasonable (although I chose to drop mine off) and the machine was fixed and shiny again in a day for no cost! They even updated my firmware to the latest version. It's like having a new Thermomix all over again. So yes I feel your frustration but it is easily and quickly fixable . . . Good Luck and Happy cooking.

[size= 13.2px]"Good night and a good tomorrow"[/b][/size]


Hi Mystic Chrystal

Sorry to hear you are experiencing issues with your scales.

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

If you require more immediate assistance 1800 004 838 please feel free to contact our team direct otherwise thank you for your patience.

We hope to have you back in the kitchen soon.

Warm regards

Thermomix Head Office


Hi there,
Please can customer service contact me - for some unknown reason my scales have just suddenly stopped working. I have had my thermomix for four years so it's no longer under warranty and I am quite annoyed as I only sent it in with another problem in Sept 2017 - so I would have expected the scales to still be working.
Will I be charged for this to be fixed as it seems to be quite a common problem. I have tried all the ways to fix it even left it for a couple of days and tried again.
Many thanks,
Jo


Hi GerberDaisy

As this is a site for Thermomix Australia and New Zealand we can definitely help your daughter inlaw, if you could ask them to please contact our Customer Service Team on 1800 004 838, they will be more than happy to take the call.

Kind Regards

Thermomix Head Office

Thermomix Head Office


How very disappointing to be visiting my son and Daughter in law in Australia and learn that the TM5 scales are not working, and we gifted them this new machine less than two years ago!!! Especially concerning since I have been telling my American family how cooking will NEVER be the same and we were considering getting each family one for Christmas [5 families] - well, after reading this blog, and conducting all the at home troubleshooting this Aussie TM5 Thermie scales are still not working. You can bet I am disappointed and it has not taken me long to reconsider gifting a Thermomix to anyone in the United States...or even recommending one. Now what do we do Vorwerk? Buying a new machine is not an option...Thank you so much.
Gerber Daisy


Looks like I have a common problem like everyone else with the scales. I have TM5 and the scales havent been working for 12 months. I finally put it in for a service to get the scales fixed. I also wanted to sell it so I can upgrade to TM6. Was told that the motherboard needed replacing and that it was going to cost me $179 plus service fee of $99 to fix the scales. What a joke. Customer service is pretty non existent. With all the hype about how long Thermomixes last only to find out i have to spend money on fixing it - which going by everyone elses issues with their scales seems to be a fault with the product. After spending over 2K purchasing a Thermomix didnt think i would have to replace a key component after 5 years. Its been looked after and not moved very often- only when we move house and thenits in its bag on travel mode. I wont bother upgrading now after this experience.


Hi jgelh91

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


Support contacted me and I am sending it in for a service. They waived the $99 service fee.. Just up for the $35 postage. Yep, just like that! They didn't work anymore. Best of luck.


Add me also to the list also, so glad i found this post. Updated my TM5 and scales are not working either. My thermie never moves off bench and this is the first issue i have had with mine.


Add me to the list.. After I updated my machine last night... Scales stopped working. 1st issue I've had. Please can someone contact me.


Hi alisondwyer23

Sorry to hear you are experiencing issues with your scales.

We have passed your post onto our Customer Service team and someone will be in touch to get you back on track.

Warm regards

Thermomix Head Office


The scales are not working on my TM5 either can anyone assist


Have the same issue any luck with a resolution??


This is the first time I have had an issue with my Thermi just looking at the other people that have sent in issues with the scales in the last couple of weeks it seems a bit coincidental that all the scales have gone around the same time is this a known issue???


Hi Nutsy

Sorry to hear about the issue you are having with your scales. 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


Hello I am having trouble with my scales on my TM5 they are not registering anything just staying at zero please help


Hi Elise Coutts 2

Of course, we have passed your details onto our Customer Service Team and a member of the team will be contacting you shortly.

If you require more immediate assistance, you can always call Customer Service direct on 1800 004 838.

Kind regards

Thermomix Head Office


Could I please be contacted by Customer Service regarding the scales on the TM5. I am having the same issues as many others with the scales not working correctly.


Hi SonyaMH

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

Thank you for your patience and if you require more immediate assistance, you can always call Customer Service direct on 1800 004 838.

Kind regards

Thermomix Head Office


Hi, our scales stopped working quite a few weeks ago. It always displays 0 regardless of the weight. The feet are clean, it is on level bench and has not been moved. Very frustrating to read the volume of similar issues. Clearly not an isolated problem. Can you please contact me? Thanks


Hii RodNeesa

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

Thank you for your patience and if you require more immediate assistance, you can always call Customer Service direct on 1800 004 838.

Kind regards

Thermomix Head Office


Add me to the list of customers who are having issues with the scales malfunctioning on my TM5. I have tried all the suggestions and nothing has worked.

currently unable to use as I don't have alternative scales. how do i get this fixed pls? also what has been done to rectify this equipment fault? thx


Hi Fordie74

We have flagged your post with our Customer Service Team. They will be contacting you.

Kind Regards

Thermomix Head Office


Hi

I'm having the same issue with the scales fluctuating between positive and negative amounts on my TM5 - all on its own. It seems to be a fault by the amount of the same comments.
Would love to have it working properly again please.


Hi Lessa-maree

Sorry to hear about the issue you are having with your scales. 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 having same problem. Scales working perfectly yesterday. Today nothing. Clean feet, level clean bench and matching hasn’t been moved


Hi Kpipprell

Sorry to hear you are experiencing issues with your machine.

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 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 in Australia and New Zealand Headoffice

Thermomix Head Office


My tm5 scales have stopped working completely. I’ve tried everything to get them going but no luck! Feet are clean and are on a flat surface!


Hi Jadels77

Sorry to hear about the issue you are having with your scales. 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 guys
Im sorry to say that my TM5 is also having dramas with the scales staying at 0 or fluctuating between negative and positive amounts.

Please can you advise on how to rectify the problem

Thank you


Hi Kim_LA

Customer Service need some contact details in order to contact you to get your TM5 issue resolved. The details provided via Recipe Community do not appear to be up-to-date. Can you please contact our Customer Service team direct on 1800 004 838 or repond to this message with a current mobile number?

Thank you in advance.

Thermomix Headoffice

Thermomix Head Office


Hi Alli-J

Glad to hear that the scales issues rectified itself however we did pass your post onto our Customer Service team just to be sure that it wasn't a one off.

Someone will be in contact with you shortly.

We thank you 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 in Australia and New Zealand Headoffice

Thermomix Head Office


Hi cpowers, Miniwong and Kim_LA

Sorry to hear you are experiencing issues with your scales on your TM5 machines.

We have passed your posts onto our Customer Service team. Someone will be in contact to discuss with you shortly.
We hope to clear it up for you promptly.

Thank you for your patience however if you require more immediate assistance please call 1800 004 838.

Warm regards
Thermomix in Australia and New Zealand Headoffice

Thermomix Head Office


Hi,

I too have a TM5 that was good one day and then the next the scales don’t work at all, just stay at 0.
Ive tried the suggestions to no avail. I am the only one who uses it, it doesn’t get moved. It is frustrating to think it’s going to cost me money to have the issue rectifyed.