Forum TM5 scales are not working!



151 posts | Last post

Thank you for reaching out via Recipe Community.

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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


Hi Teresa Flugge

Sorry to read this. We have passed your post onto our Customer Service team. Someone will be in contact to get you back into the kitchen.

Please bare with us during this time.

Warm regards

Thermomix Head Office


Been usiing my thermomix TM5 all afternoon and cooked a couple of recipes just about to make a slice and my scales mo longer work. I looked up and noticed this is a general problem. I tried cleaning the feet. It is and always sits on my marble bench and nothi g is touching it. What is my solution forward to rectify this problem Pam Francis


HI have been having problem's with scales they came good now not working at all had a tm 31 for five never had any problems . Have done all the trouble shooting nothing works


Hi Liliss

Sorry to hear you are having problems with your scales.

We have passed your post onto our Customer Service team and someone will be in touch with you shortly. Please be patient as this current world environment has changed the way our Customer Service team operate.

Happy cooking!

Thermomix Head Office


Hi
My scale is not working. It started to fluctuate for a week or two, then it fixed itself and all was good again. A couple of weeks later it now stopped working It is currently just showing as 0, sometimes quickly show as Max then back to 0. I have cleaned the feet gently, we hardly move the unit as it's got a permanent spot on our bench. Can you please help trouble shoot? Thanks.


Hi Sunbunny

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

Warm regards

Thermomix Head Office


My scales are playing up again. They are just sitting on zero and will only reach MAX if I put all my weight on the lid. I have already had my thermie serviced. How can such an expensive machine be so temperamental??? I really hope this issue can be resolved once and for all.


Hi mrs doutfire

We have passed your post onto our Customer Service team and someone will be in touch shortly.

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

Warm regards

Thermomix Head Office


I also are having the same issue with my scales need help please


Sorry to hear your are having issues with your scales SLovett1504.

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

Thank you for your patience, we understand the importance right now, and will do everything in our power to get you back in the kitchen soon.

Warm regards

Thermomix Head Office


Hi,
Having the same issue.

Can a the service team please call.

Thanks


Sorry katie eichorn. Your post slipped through the cracks on new years day. Our apologies.
We have passed your post onto our Customer Service team so someone will be in contact with you shortly to discuss.

We hope to get you back cooking soon.

Warm regards

Thermomix Head Office


Hi thermomix

I still havent been contcted by customer service and its been 5 months.

Regards


Hi energise

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 was hoping thermomix support would help answer my questions.


I'm a huge fan of the thermomix and have recommended it to a number of friends and family. Really disappointed with the scale not working once again. I bought my thermomix in 2015 and have had never-ending issues with scales.

Finally, 2016 sent it in to get scales repaired. Since then the scales are continually giving me issues working, then not working. I moved house so had it boxed up for over 1.5 years when I started using it again the scale worked for 6 months and now has stopped working again.

I have put it into the service center to get fixed and now they have charged me $273 to fix the scales once again. The most disappointing thing is even after you pay all this money to fix it, they give you only one year warranty. I do hope this isn't going to be an annual outlay of $273.

When you pay so much money to purchase a thermomix, you would think this issue would be rectified, as it seems like there are many people having the same issue. The issue with my scales has been an ongoing issue since I bought it and I am a really disappointed customer.... I'm not sure if I can recommend any more friends and family to thermomix.


Hi Norelle15

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 the same issue with my TM5. I’ve cleaned the feet, checked the cord etc.
Can someone contact me please?


Hi sylvaingh and katie eichorn

Sorry to hear about the issues your 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


same problem on mine as everone else is saying, either flutuating or not working. its atarting to get really annoying.


Same here: 4y-old TM5, well looked after and scales going crazy for about 2 months. Factory reset did work for 1 day, then only had it working for another random day since.!? A friend of mine has had the exact same issue with their 2y-old TM5 and got it fixed via Customer Service and $35 charge: sure, I'll do the same... But looking at the amount of comments in this thread, Vorwerk should organise a product recall: your reputation is getting impacted by such a poor acknowledgement and issue handling.