Forum Thermomix
News => News about Thermomix => Topic started by: goldfish on September 22, 2014, 10:05:04 pm
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Moderators, please delete if inappropriate . . Those of you on FB and receiving updates from Thermomix Australia will also see this . .
VORWERK Elektrowerke GmbH & Co KG (Vorwerk), the manufacturer of Thermomix has recently identified that the sealing ring of the mixing bowl may not function properly in a small number of Thermomix Model 31 (TM31) appliances.
In rare circumstances, if a potentially affected TM31 is operated at high RPMs, (ie at a high speed of four or above) when pureeing and then is immediately switched to the ‘lid open’ position, there is a possibility that liquid or food may splash out of the mixing bowl. This could lead to a scald or burn.
The issue may occur in only a small number of appliances manufactured between October 2012 and May 2014 and have a service number within the range of 124231xx – 142031xx.
Vorwerk has advised that customers can continue to safely use any potentially affected appliances, by following these simple instructions:
Operating Instructions:
1. After using speeds of level 4 or above, turn the speed selector down to level 1.
2. Leave the speed selector on level 1 for three seconds.
3. Turn the speed selector to 'open lid' and carefully open the lid.
(Please see pictures attached to this post)
Further Information:
In Europe, Vorwerk has provided the operating instructions (set out above) to customers, so they can continue using their TM31 safely. Vorwerk will also be replacing the sealing rings of all potentially affected appliances.
Vorwerk is liaising with the Australian Competition and Consumer Commission (ACCC) about the course of action to follow in Australia. Vorwerk will keep Thermomix in Australia and customers informed.
Service Number: For customers to determine if their appliance may be affected, customers can refer to the service number, which is found underneath their appliance. Please see the diagram attached which highlights the service number.
Customers can contact Thermomix for more information:
• Contact Centre: 1800 788 332 in Australia or 0800 23 3131 in New Zealand.
• Email: customercare@thermomixaustralia.com.au
• Post: PO Box 363, Artarmon. NSW. 1570.
Please note this was posted at approximately 5am AEST in line with the global announcement.
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Definitely not inappropriate GF, thanks for posting this information. I've just moved it so that it won't get lost in chit chat.
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Thanks for that, Judy. :)
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And wouldn't you know it - I've got one!
Looks like I'll be getting a replacement seal then.
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Oh, rats Nikkit! Mine was bought Nov2012, but the number isn't in that range...phew!
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Mine is way out of that range as in 5 years old but it does that too. I wonder if it is because I am using a new seal from that date range?
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I've got one too. Thanks GF.
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Hi Goldfish, thanks very much for alerting us to this. Sorry to hear you have ones in that range Itsnotartitsdinner and Nikkit, have you experienced the issue?
I had the same thought as you Zebby, as we have a new seal purchased during that date range we have only just started using (no hot splashes yet, so will take extra care in future).
The wording in the above release is identified that the sealing ring of the mixing bowl may not function properly in a small number of Thermomix Model 31 (TM31) appliances.
So is it a potential problem with a small number of TMs, their seals or lids in those TMs? How about Bowl & Blade sets manufactured during the period?
PS just saw this announcement on Thermomix UK's site, a bit more detailed than AU ... and offering an automatic extra 12 months warranty for affected machines (in the UK) ...
http://thermomix.vorwerk.co.uk/tm31-sealing-ring/
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Unreal!
UK TM you are trying hard to keep people happy.
Aus TM...I have no words :(
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Hi Nikkit, and others,
An updated announcement on TM HO's facebook page to say Vorwerk are extending the Australian warranty for affected machines by 12 months too ...
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Yes, I just read that. And so they should...although it doesn't fix the problem does it?
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I guess we are all still waiting to hear how they will rectify the problem. I received the email because my machine's serial number is in the range. I also bought a spare seal, which is still in its plastic packet, not long after I purchased my machine. I'm not game to use the spare seal either. Some of the burns pictured on the thermomix facebook page look very nasty.
My MC is part of the batch that cracked as well. I haven't bothered to organise a replacement MC with my consultant. I am still peeved that when I ordered a copy of For Foods Sake from her that she actually delivered her used copy, the one that she brought to demos. Complete with food splashes on a couple of the pages. I didn't discover that it was a used copy till she left.
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I guess we are all still waiting to hear how they will rectify the problem. I received the email because my machine's serial number is in the range. I also bought a spare seal, which is still in its plastic packet, not long after I purchased my machine. I'm not game to use the spare seal either. Some of the burns pictured on the thermomix facebook page look very nasty.
My MC is part of the batch that cracked as well. I haven't bothered to organise a replacement MC with my consultant. I am still peeved that when I ordered a copy of For Foods Sake from her that she actually delivered her used copy, the one that she brought to demos. Complete with food splashes on a couple of the pages. I didn't discover that it was a used copy till she left.
I would return the spare seal for a replacement too Chocolatte.You bought it in good faith and now there is a potential problem you are wise not to use it.
How naughty of your consultant to off load a used For Foods Sake cookbook onto you.This is terrible and so underhanded. >:( Get your new MC you deserve it :-*
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and ask your consultant for a new book. What the!
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and ask your consultant for a new book. What the!
I should have, but didn't know how to phrase it politely but firmly at the time. Too much time has passed now.
I am hoping that I can get the seals and measuring cup replaced directly from Thermomix Australia. As far as I am aware they haven't made a decision to actually replace the seals in Australia, as of today's date. The only thing that is definite is one year extra warranty.
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Perhaps you could say that you have just realised the book must have been her demonstrator copy and would like to return it to her. ;D
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Perhaps you could say that you have just realised the book must have been her demonstrator copy and would like to return it to her. ;D
Good one Cookie ;) ;D
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Also, do ask for a replacement measuring cup (and probably Varoma lid?). Mine was so cracked after just a few months. I phoned them up when my MIL told me it was because I put it in the dishwasher (well it is perfectly dishwasher safe and there is NO WAY i'm handwashing my TM all the time. Sometimes. Not always.
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Vorwerk will be supplying green seals to affected machines. However it seems they have no one's details so don't expect that they will automatically be shipped. You need to call them. And not due in Australia for three weeks. Due to all be despatched by mid November I read.
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I've got a letter today that my machine is in the range and that I will receive a green seal in the coming weeks so it does goes automatic in our country (Holland)
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Also, do ask for a replacement measuring cup (and probably Varoma lid?). Mine was so cracked after just a few months. I phoned them up when my MIL told me it was because I put it in the dishwasher (well it is perfectly dishwasher safe and there is NO WAY i'm handwashing my TM all the time. Sometimes. Not always.
Well I have good news. Thermomix Australia will replace my faulty seal and also the spare one I bought separately at around the time of purchase. I also asked if they will replace my cracked MC and they will do that, and send me a new Varoma lid. I haven't actually used the Varoma lid yet but the gentleman on the phone said it is most likely that both will need to be replaced.
The sealing rings will probably arrive mid November, so I will just be extra careful till then.
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Vorwerk will be supplying green seals to affected machines. However it seems they have no one's details so don't expect that they will automatically be shipped. You need to call them. And not due in Australia for three weeks. Due to all be despatched by mid November I read.
I received an email today that asks people to call if they have moved address. Though I hadn't moved I called because I had two sealing rings purchased at around the same time as the faulty batch.
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That's good news that you are getting everything replaced Chocolatte.
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Update re seals
My machine is also one of these that is in the affected range of service numbers. A lady from thermomix rang last night and we had a weird conversation about the replacing of these seals.
For a start she said the seal would fix the problem . So I said that supposing my neighbour who has a TMX with 2 bowls and that is not in the affected range wanted to borrow the base of my machine and use one of her bowls on it would that be ok. No was the response because my machne is in the affected range, so I said that means the base of the machine also has a problem, no she said, your appliance is affected. I have read elsewhere advice from TMX that all machines in the affected range must always use a bowl with a green seal. So those that have 2 machines side by side would need to mark the affected one and use a bowl with a green seal on that machine and a grey seal on the other non affected machine. I tried to explain (to no avail) that if I was to sell my machine I would have to tell the prospective buyer for safety reason and as a duty of care that my machine was affected (which would lessen the value) . I am posting this to make people aware that according to TMX the appliance is affected by who knows what and that we(myself and TMX) differ on the definition of appliance. I think the bowl & base make up the appliance and I haven't a clue what their definition is.
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Marie, doesn't sound like a great "fix" to me. Have you received your green seal yet? Interested to know how different it is.
Glad I don't work for Thermomix ATM, so many issues.
Take care X
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It was certainly a weird conversation Marie.Just going around in circles to what exactly is the problem with the TM.So I presume if you bought a new bowl you can't use it on your machine ???
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Bedlam, still haven't received the green seal yet. Will let you know when it arrives.
CC, if I were to purchased a new bowl I would have to have a green seal with it, therefore, to me the problem is with the base of the machine. TMX say the appliance is affected but I have no idea what it is affected with and the lady would not define appliance, except to say the seal would fix it :-)) ??? Maybe it is infected with a virus :D :D
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Maybe it is infected with a virus :D :D
LOL
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My green seals have arrived but I haven't used them yet. I haven't had any problems with the original seal that came with my machine but I haven't dared to use the spare clear seal I bought at the time of original purchase of the TMX.
Has anyone used the green seal yet? My consultants email said it might be difficult to fit. I do think the green seal looks a bit silly but they needed to make it a different colour to tel them apart.
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Update re seals
My machine is also one of these that is in the affected range of service numbers. A lady from thermomix rang last night and we had a weird conversation about the replacing of these seals.
For a start she said the seal would fix the problem . So I said that supposing my neighbour who has a TMX with 2 bowls and that is not in the affected range wanted to borrow the base of my machine and use one of her bowls on it would that be ok. No was the response because my machne is in the affected range, so I said that means the base of the machine also has a problem, no she said, your appliance is affected. I have read elsewhere advice from TMX that all machines in the affected range must always use a bowl with a green seal. So those that have 2 machines side by side would need to mark the affected one and use a bowl with a green seal on that machine and a grey seal on the other non affected machine. I tried to explain (to no avail) that if I was to sell my machine I would have to tell the prospective buyer for safety reason and as a duty of care that my machine was affected (which would lessen the value) . I am posting this to make people aware that according to TMX the appliance is affected by who knows what and that we(myself and TMX) differ on the definition of appliance. I think the bowl & base make up the appliance and I haven't a clue what their definition is.
What happens if you had two machines side by side, only one of which was in the affected range, and you got the bowls mixed up? I thought the problem was only the seal but the more I read the more confused I get.
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Chocolatte, it is confusing. I think the advice given is to guard against anymore burns etc. As not all machines in the affected range were giving problems they have given advice to cover the lot just in case. I have only had the one occasion when my machine sprayed hot food from the bowl. I believe for some unknown reason the blades were still spinning when I removed the lid. The timer had timed out and I moved the switch to the open position and took the lid off. I have had no further problems but I always make sure now that I hear the blades stop. The green seals have arrived but the fitting of them makes puting the lid on very hard. I know they are supposed to get easier the more it is used but I feel the added pressure needed to put the lid on would not do the machine any good as it is inclined to slide on the bench when locking the lid which I think would damage the scales. It also puts more pressure on the workings under the jug. At this stage I am not using the green seal but being extra careful. I cannot understand how running the machine on speed 1 for 3 seconds (TMX advice) does anything to help the seal problem but it does slow down the blades.
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I have a question but not sure if it has already been asked.
I have a machine that was not affected by the problems.
I want to buy a second bowl but the bowl on offer comes with a green seal.
Is it ok for my machine?
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I have a question but not sure if it has already been asked.
I have a machine that was not affected by the problems.
I want to buy a second bowl but the bowl on offer comes with a green seal.
Is it ok for my machine?
I would ring Thermomix Head Office and ask them that way you will know for sure.
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Marie :-\
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Thanks for the reply Emme. I haven't had any problems with my machine, which is in the affected range, at all. However it has only had light use. I think I will just use the existing seal with caution. The spare seal I bought at the time I purchased my machine has not been used and I think it is probably safest not to use that one at all. The green seals are in the cupboard, I probably should at least see how difficult they are to fit.
Edited to add: I just re read your post. It sounds like it could be a blade problem rather than a seal problem. That is a lot more concerning.
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I have a question but not sure if it has already been asked.
I have a machine that was not affected by the problems.
I want to buy a second bowl but the bowl on offer comes with a green seal.
Is it ok for my machine?
I called thermomix today. The answer to my own question is, yes I need to replace the green seal with a grey one. The green seals are only to be used by the affected machines.
Although their website doesn't show the grey seals as available, if you call them, you can order for immediate dispatch.
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Chrissa, I am glad you checked it out ;D
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I have re read the official statement on the Thermomix Australia site and I am more confused than ever. They are indeed saying it is the appliance that is affected, not the bowl or even the seal really. If the problem was only a batch of faulty seals they wouldn't be giving those affected an extra years warranty. I think there is something that we are not being told.
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I have tried fitting the new green seal. It is indeed a tight fit in the lid , but it also makes it very difficult to attach the lid to the bowl. The lid is stiff to turn and I have arthritis in my hands. Which was the whole point of buying the Thermomix in the first place. To say I am disappointed is an understatement.
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Just read this post & I'm definitely confused.
I assume when we are referring to machines it's just the bowl part that's an issue.
I have 2 bowls one in the affected range & 1 not (second bowl received as part of the half price deal).
So one grey & one green seal. It's easy to tell which seal to replace as mine hardly stayed in. The green seal is definitely tight & I have to be firm putting the lid on.
This weekend I'll have to have a look at the thermomix website as to what they are saying.
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Just read this post & I'm definitely confused.
I assume when we are referring to machines it's just the bowl part that's an issue.
I have 2 bowls one in the affected range & 1 not (second bowl received as part of the half price deal).
So one grey & one green seal. It's easy to tell which seal to replace as mine hardly stayed in. The green seal is definitely tight & I have to be firm putting the lid on.
This weekend I'll have to have a look at the thermomix website as to what they are saying.
I have an unaffected machine and asked the question on their facebook page and rang them.
The bowls can be used on any tm31 machine but the green seal MUST be used on affected models and the grey seal MUST be used on non-affected models.
Give them a call anyway to confirm.
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I am so glad I am not involved in this and feel for those that are. It sounds very confusing.
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i am with you Mrs C
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All those with affected machines please take care. It appear that the green seal has not fixed the problem. I am not sure if I am allowed to post a link but there is a story on the Sydney Morning Herald site today about a lady in Perth being burnt in January 2016.
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I would post it please Chocolatte, it could save someone else being burnt.
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http://www.smh.com.au/wa-news/perth-mother-danika-jones-horrific-burns-after-thermomix-bursts-open-20160303-gn9g7t.html (http://www.smh.com.au/wa-news/perth-mother-danika-jones-horrific-burns-after-thermomix-bursts-open-20160303-gn9g7t.html)
:o :-X :-\
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Thank you for posting this Astarra. My dd just sent the clipping to me and I was just about to post it - the key is how do we tell if our machine is faulty?
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Courton, go to page 1 of this thread and you will find the necessary information there.
Thanks astarra.
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I just came on to let everyone know about this. Thanks Astarra for posting the link.
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Thanks Judy - will check the serial numbers.
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They're nasty burns. It's a pity the lady hasn't (allegedly) had the machine examined by Vorwerk to see if it was the seal or another problem.
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I think that would be due to her legal advice. It would probably be better to get it examined independently of Vorwerk.
I would just like to know what the real problem of these machines is. It seems that the tighter green seal is just a bandaid solution.
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They certainly are horrid burns Bonsai. I think it has made everyone think. It would be good to have the problem completely sorted so everyone is aware of what can happen.
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So it seems that it is possible, in the affected models, for the lid to rotate towards the unlocking position during use. At least I now know what to look out for and that is incredibly useful information.
http://www.smh.com.au/wa-news/thermomix-under-fire-over-safety-issues-as-owners-and-choice-speak-out-20160304-gnanx5.html
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Did you all see the story on A Current Affair tonight?
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No I didn't Judy. I can have a look on catch up TV tomorrow.
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I didn't either Judy. It seems that this problem may HAVE to be sorted out. It could be very nasty, although it has already.
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Of course the problem should be sorted. It is Vorwerk's responsibility.
I am not impressed with the way that they handle issues of any sort.
I haven't had any problems and have had 4 machines. I think it might be wise not to fill the machine when boiling food.
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I hope that the involvement of the Dept of Fair Trading forces this matter to be resolved properly.
As far as I am concerned I cannot risk making puréed vegetable soups, or sauces that require cooking and pureeing, in my Thermomix. I would have never filled it above the maximum fill line but I don't think that is the issue. The issue is that in the affected appliances the lid can work its way loose during normal operation. The ability to cook and purée in the one appliance was one of the main reasons I bought my Thermomix in the first place. In all good conscience I could never sell my machine to anyone else unless I could be certain it was working safely. Therefore it is just taking up space in my cupboard for the time being.
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I'm sorry you have one of the affected machines chocolatte, let's hope this incident will convince them they need to recall all of them.
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I hope so Judy. I hope no one else gets burnt. When I bought my Thermomix it was a luxury item that I purchased with the realistic expectation that it would only get light use in my kitchen. But I am guessing many people will be incredibly disappointed, the purchase price is a lot of money for most families and they would expect it to work safely and as described in the demos.
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So true Chookie. They avoided the drama when they bought out the TM 5. Grace has made millions so I feel she should be falling over backwards to help this lady.
It has made me more wary, but I will keep using my machine with a new awareness.
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So true Chookie. They avoided the drama when they bought out the TM 5. Grace has made millions so I feel she should be falling over backwards to help this lady.
It has made me more wary, but I will keep using my machine with a new awareness.
Same here Cookie.
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I received a letter in the mail this morning from Vorwerk, as I'm sure lots of you will. It lists all the things to be aware of when using your 31. Also a little sticker to place on the 31. It emphasis to hold the speed at 1 for 3 seconds after purée ing etc. not to go immediately to open the bowl.
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I received mine too cookie, not so sure about the point of only using the green sealing ring with the TM31 though. I thought that was only for a particular batch.
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Me too Judy.
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I receive a letter yesterday too and also an email last week about there new campaign. The following is part of the email.
Your wellbeing and satisfaction while using your Thermomix has always been of great importance to us, which is why we’re introducing a Thermomix education campaign in conjunction with the manufacturer of Thermomix, Vorwerk.
Called “Thermomix Basics”, our aim is to provide you with important reminders for the safe use and maintenance of your Thermomix. We want to ensure that you use your Thermomix TM31 correctly and safely and you’re getting the most out of your appliance so you can keep on preparing your favourite meals and discovering new recipes to love.
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The letter and "safety basics" leaflet received from Thermomix was conflicting as to whether or not the sealing ring for all TM31s had to be replaced with a green ring.
After contacting Thermomix to clarify, I was informed a green sealing ring needs to be used with all TM31's. These sealing rings can only be purchased through the online store.
As this is a safety issue, I feel it is an extremely poor customer service decision from head office. I believe a green sealing ring should have been automatically sent with the letter at no cost.
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Thanks for checking that out Aimee, did they say how much they will cost including postage?
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I got my letter today as well. A bit of a delayed reaction to the bad press they have been receiving lately. I agree with Aimee re. the free provision of the green ring - I, too, thought it was only for a certain batch of machines. The sealing ring on my lid doesn't leak and it's a good few years old (you should have read what this sentence read before I modified it - it was quite obscene!).
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There is nothing wrong with my seal either, and I have a spare in the cupboard I bought some time ago.
I believe the green seal makes it very tight.