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Questions? Technical Issues? The Survival Guide / Thermomix, There's Nothing New Under the Bonnet
« on: June 10, 2015, 01:17:02 am »
We got our TM31 two and half years ago, and have had ongoing problems with it for the past year.
These problems will ring familiar to many TM31 owners: Firstly, when I came to the machine first thing in a morning, none of the buttons would work ... but then later in the day as the air warmed and became less humid, some of the buttons came to life.
I figured the problem must have been moisture inside the machine, leading to partial short-circuiting of the electronics. To test this theory, when the TM31 next played up, I placed the unit on top of my coffee machine's warmer plate for half an hour - and sure enough all buttons except the 80 deg C and Tare buttons came to life.
I found that the only way to restore full functionality was to leave the 'mix on the coffee machine to dry out for several hours ... but on very damp days, even this didn't work.
We went the usual route of reporting to consultant > describing the problems in detail > sending machine for repairs > talking to service staff to double-confirm the nature of the faults .... and of course the machine came back unimproved. Nothing had been done to address the problem.
Upon speaking to Thermomix in Brisbane, they reported they'd replaced the front fascia (not asked for or required - I mean how is that going to address dampness inside the machine?) and Thermomix in Perth said the fascia had been replaced AND the unit had been completely disassembled - and that there was nothing wrong with it, and that the only problems were the ones I was causing.
Unfortunately for Thermomix, my hubby is indefatigable when it comes to fixing things. So, with no prospect of a solution from Thermomix, I eventually relented (oh, how he persisted) and allowed him to dismantle the TM31 (he could barely wait) and diagnose the problem. The machine is out of warranty anyhow, so there's nothing to lose.
The first thing he was heard to say was, "Urmph, just got to go into the workshop to make a special tool to remove the six main Torx screws at the base of the unit." Ten minutes later he emerged with a long probe-like tool, and set about dismantling the unit. He went on to say, "I see ... this is a company that so wants to conceal and obfuscate what's inside, they have gone to great lengths to make it effectively unserviceable to the user. I am most suspicious of any such motives."
Upon lifting off the white top cover; the second thing he said was "Urgh, what a disgusting mess! This machine has never been apart!"
The pictures I have embedded in this text depict two and a half years' worth of grime, oil, mould-on-top-of-mould growths, piles of rotting food, heaped deposits of some sort of powdery residue …. And upon initial opening, there was clear evidence of moisture coating the innards throughout.
I think we've all been led to believe that the Thermomix is an inviolable unit with squeaky-clean innards .... but this is opposite to the truth.
Hubby then produced the culprit …. A somewhat soggy front fascia circuit board which showed clear signs of corrosion damage, as shown below. Despite the inevitably familiar assurances from Thermomix, the truth is there's nothing special under the cover of the TM31. It's just another appliance, comprising printed circuit boards, a motor, some buttons to operate it ... this is all ordinary stuff.
Hubby opined, “What is very surprising though is that this machine, working as it does with hot and saline liquids, has precious little protection from ingress of these fluids. It's extraordinary there is no seal between the motor shaft and the white cover above ... which of course means that sudden spillage from the jug can flood the motor's electrics as well as the sensitive printed circuit boards. To me this is as mindless as it is careless. And then, as if to guarantee a machine failure, none of the circuit boards are sealed to proof them against moisture. This, on a $2000 machine, is an insult.”
Yes darling, I do agree.
I might just let him go on to describe the damage: “Where there's muck and moisture, there's strife ... and the Thermomix is no different. The pic below shows a corroded area on the front fascia panel's printed circuit board. You can see the gnarly 'humps' of corrosion that have been caused by the base of the board sitting in a wet patch of presumably saline liquid … the fluid has ‘wicked’ up inside the wafer of the board and attacked the printed circuit. The dirt and dust on the board, allied with the decomposition of the printed circuit caused by moisture ingress and subsequent corrosion, has allowed electricity to partially ‘jump’ the gap between circuit lines, causing the failure modes we have been experiencing.”
With nothing to lose, hubby set about trying to repair the offending circuit board; first drying it out with treatments of alcohol (dewatering agent) and then liberal cleaning with electrical circuit board cleaner … and after some fine toothbrush cleaning followed by a few sessions of drying out, the circuit board was found to be recoverable.
Next, hubby applied circuit board sealant (which is what Thermomix should have done in the first place I mean after all it would only cost them a few cents per machine) to hopefully ward off further damage. The machine works perfectly now – which of course vindicates my initial suspicions regarding the cause of the problem.
Before re-assembling the TM31, all parts were rigorously cleaned, and those that needed lubricating with food-grade grease were duly lubed.
Two main lessons have been learned:
(1): All Thermomixes are evidently susceptible to such moisture/debris caused problems, and as such they would all benefit from having their circuit boards sealed against moisture/debris ingress.
(2): Contrary to the boilerplate assurances from Thermomix agents, all Thermomixes evidently need to be periodically dismantled for cleaning and maintenance, and to check them for signs of corrosion.
As I said, there’s absolutely nothing ‘special’ about these machines – except the initial high purchase price. For that sort of money we ought to be assured that the machines are fit for duty, which is to say handling of liquids
and dust/debris/powder ingress without any risk of internal strife.
But that’s not the world we’re living in. The real shame, then, is that despite these clearly preventable service issues, Thermomix are not being honest or forthcoming. People can’t be forever pacified by clipped messages
such as “Your Thermomix agent will contact you” … because clearly the whole Thermomix ‘repair’ regimen is a failed exercise.
In order to restore some measure of client confidence, Thermomix need to start listening carefully to their customers’ observations and complaints, and they need to genuinely address them.
They need to come clean about the common causes of problems, and remedies to these problems, because this is what Thermomix users need to keep their machine running. It’s of no use to just let the machines corrode to death, and then forever keep sending them back for repair. This just means unnecessary downtime and expense.
So Thermomix, just be the decent supplier and forget about trying to assure us all that your machines are perfect in conception and function. They are not. They clearly suffer many known maladies, and people need to know what these are, and the circumstances that cause the issues, so owners can be informed and active in preventing problems happening. This is not black magic – it’s just a kitchen appliance, and one that has been found wanting in several areas.
Claims by Thermomix that “The circuit boards cannot be cleaned, they can only be wiped down” are utter nonsense, and fly in the face of logic, reason and proven fact.
These machines can be fixed. Maybe the Thermomix repair centres are only ‘allowed’ to do certain pre-approved procedures, or maybe they don’t know what the hell they are looking at. For sure, it is evident that diagnosis is not their strong point.
Thermomix, your customers will not be fooled by obfuscation, omission, lies, half-truths or fingers-in-ears denial of machine shortcomings. Sooner or later, like us, we are going to ‘pop open the hood’ and see that these machines are anything but special. We see the grime and moisture and rotting food and rusting motors, and we clean up the mess and we seal the vulnerable components against future damage. We shouldn’t have to do this.
It’s Thermomix’s job. Nevertheless, the need for corrective action is there.
Anyone who wants some pointers on servicing their Thermomix, feel free to message me and I’ll be happy to put you onto hubby. He’s fired up about getting these machines sorted, and keen to share what he has learned.
After all, these are marvellous machines, when they're working well!
These problems will ring familiar to many TM31 owners: Firstly, when I came to the machine first thing in a morning, none of the buttons would work ... but then later in the day as the air warmed and became less humid, some of the buttons came to life.
I figured the problem must have been moisture inside the machine, leading to partial short-circuiting of the electronics. To test this theory, when the TM31 next played up, I placed the unit on top of my coffee machine's warmer plate for half an hour - and sure enough all buttons except the 80 deg C and Tare buttons came to life.
I found that the only way to restore full functionality was to leave the 'mix on the coffee machine to dry out for several hours ... but on very damp days, even this didn't work.
We went the usual route of reporting to consultant > describing the problems in detail > sending machine for repairs > talking to service staff to double-confirm the nature of the faults .... and of course the machine came back unimproved. Nothing had been done to address the problem.
Upon speaking to Thermomix in Brisbane, they reported they'd replaced the front fascia (not asked for or required - I mean how is that going to address dampness inside the machine?) and Thermomix in Perth said the fascia had been replaced AND the unit had been completely disassembled - and that there was nothing wrong with it, and that the only problems were the ones I was causing.
Unfortunately for Thermomix, my hubby is indefatigable when it comes to fixing things. So, with no prospect of a solution from Thermomix, I eventually relented (oh, how he persisted) and allowed him to dismantle the TM31 (he could barely wait) and diagnose the problem. The machine is out of warranty anyhow, so there's nothing to lose.
The first thing he was heard to say was, "Urmph, just got to go into the workshop to make a special tool to remove the six main Torx screws at the base of the unit." Ten minutes later he emerged with a long probe-like tool, and set about dismantling the unit. He went on to say, "I see ... this is a company that so wants to conceal and obfuscate what's inside, they have gone to great lengths to make it effectively unserviceable to the user. I am most suspicious of any such motives."
Upon lifting off the white top cover; the second thing he said was "Urgh, what a disgusting mess! This machine has never been apart!"
The pictures I have embedded in this text depict two and a half years' worth of grime, oil, mould-on-top-of-mould growths, piles of rotting food, heaped deposits of some sort of powdery residue …. And upon initial opening, there was clear evidence of moisture coating the innards throughout.
I think we've all been led to believe that the Thermomix is an inviolable unit with squeaky-clean innards .... but this is opposite to the truth.
Hubby then produced the culprit …. A somewhat soggy front fascia circuit board which showed clear signs of corrosion damage, as shown below. Despite the inevitably familiar assurances from Thermomix, the truth is there's nothing special under the cover of the TM31. It's just another appliance, comprising printed circuit boards, a motor, some buttons to operate it ... this is all ordinary stuff.
Hubby opined, “What is very surprising though is that this machine, working as it does with hot and saline liquids, has precious little protection from ingress of these fluids. It's extraordinary there is no seal between the motor shaft and the white cover above ... which of course means that sudden spillage from the jug can flood the motor's electrics as well as the sensitive printed circuit boards. To me this is as mindless as it is careless. And then, as if to guarantee a machine failure, none of the circuit boards are sealed to proof them against moisture. This, on a $2000 machine, is an insult.”
Yes darling, I do agree.
I might just let him go on to describe the damage: “Where there's muck and moisture, there's strife ... and the Thermomix is no different. The pic below shows a corroded area on the front fascia panel's printed circuit board. You can see the gnarly 'humps' of corrosion that have been caused by the base of the board sitting in a wet patch of presumably saline liquid … the fluid has ‘wicked’ up inside the wafer of the board and attacked the printed circuit. The dirt and dust on the board, allied with the decomposition of the printed circuit caused by moisture ingress and subsequent corrosion, has allowed electricity to partially ‘jump’ the gap between circuit lines, causing the failure modes we have been experiencing.”
With nothing to lose, hubby set about trying to repair the offending circuit board; first drying it out with treatments of alcohol (dewatering agent) and then liberal cleaning with electrical circuit board cleaner … and after some fine toothbrush cleaning followed by a few sessions of drying out, the circuit board was found to be recoverable.
Next, hubby applied circuit board sealant (which is what Thermomix should have done in the first place I mean after all it would only cost them a few cents per machine) to hopefully ward off further damage. The machine works perfectly now – which of course vindicates my initial suspicions regarding the cause of the problem.
Before re-assembling the TM31, all parts were rigorously cleaned, and those that needed lubricating with food-grade grease were duly lubed.
Two main lessons have been learned:
(1): All Thermomixes are evidently susceptible to such moisture/debris caused problems, and as such they would all benefit from having their circuit boards sealed against moisture/debris ingress.
(2): Contrary to the boilerplate assurances from Thermomix agents, all Thermomixes evidently need to be periodically dismantled for cleaning and maintenance, and to check them for signs of corrosion.
As I said, there’s absolutely nothing ‘special’ about these machines – except the initial high purchase price. For that sort of money we ought to be assured that the machines are fit for duty, which is to say handling of liquids
and dust/debris/powder ingress without any risk of internal strife.
But that’s not the world we’re living in. The real shame, then, is that despite these clearly preventable service issues, Thermomix are not being honest or forthcoming. People can’t be forever pacified by clipped messages
such as “Your Thermomix agent will contact you” … because clearly the whole Thermomix ‘repair’ regimen is a failed exercise.
In order to restore some measure of client confidence, Thermomix need to start listening carefully to their customers’ observations and complaints, and they need to genuinely address them.
They need to come clean about the common causes of problems, and remedies to these problems, because this is what Thermomix users need to keep their machine running. It’s of no use to just let the machines corrode to death, and then forever keep sending them back for repair. This just means unnecessary downtime and expense.
So Thermomix, just be the decent supplier and forget about trying to assure us all that your machines are perfect in conception and function. They are not. They clearly suffer many known maladies, and people need to know what these are, and the circumstances that cause the issues, so owners can be informed and active in preventing problems happening. This is not black magic – it’s just a kitchen appliance, and one that has been found wanting in several areas.
Claims by Thermomix that “The circuit boards cannot be cleaned, they can only be wiped down” are utter nonsense, and fly in the face of logic, reason and proven fact.
These machines can be fixed. Maybe the Thermomix repair centres are only ‘allowed’ to do certain pre-approved procedures, or maybe they don’t know what the hell they are looking at. For sure, it is evident that diagnosis is not their strong point.
Thermomix, your customers will not be fooled by obfuscation, omission, lies, half-truths or fingers-in-ears denial of machine shortcomings. Sooner or later, like us, we are going to ‘pop open the hood’ and see that these machines are anything but special. We see the grime and moisture and rotting food and rusting motors, and we clean up the mess and we seal the vulnerable components against future damage. We shouldn’t have to do this.
It’s Thermomix’s job. Nevertheless, the need for corrective action is there.
Anyone who wants some pointers on servicing their Thermomix, feel free to message me and I’ll be happy to put you onto hubby. He’s fired up about getting these machines sorted, and keen to share what he has learned.
After all, these are marvellous machines, when they're working well!