Forum Thermomix
Questions Doubts and Requests => Questions? Technical Issues? The Survival Guide => Topic started by: ricky1981 on May 01, 2013, 09:02:03 am
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Our TM is about 4 months old (Christmas present for my wife) and about a month ago we noticed it sounded different at low speeds (around 3-5) and on a couple of occasions our TM refused to chop soft ingredients (ripe tomatoes for example) unless we dialed the speed up higher. We reported the problem and the unit was checked by a local electrician (Thermomix NZ outsource the servicing) who didn't find an issue but only ran it with water :-\ We're going through the process again but it's not proving as easy as it should.
The unhappy sounds vary from day to day, sometimes it sounds okay, other times it refuses to chop and in our view sounds "unwell". We're going in circles a bit with TM and I was hoping to get some feedback on whether our TM sounds normal in these videos? We sent them to TM but no one has replied to let us know if this is just how it should sound (which would be odd since we're sure the noise has changed but it'd be good to know either way).
http://www.youtube.com/watch?v=GuBqf3ItiY4 (very whiny, mixing a think cake batter)
http://www.youtube.com/watch?v=7IbEowPZtBY (seems to run out of gas at the end, mixing cake batter with some raisins and dried apricot pieces)
Excuse any chattering in the background, we have a 2 year old!
Thanks :)
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I'm having the exact same issue ricky. In laymans terms, its the blades - I think a "thread" or something like that has worn out. I've had my TM about 4 years now and I'm onto my 4th pair of blades. I know its the blades because I was able to switch over a set to determine the problem. I have rung up my consultant and she said "its like the tyres on a car, they wear out...blah blah". I said that I beg to differ with that analogy as we were sold the machine on the understanding that its German made, sturdy, used in commercial kitchens - you know all the reasons they gave you when justifying the price. The blades are about $115 now, and I begrudge having to buy a new set of blades all the time. I've always had 2 TM's or 2 jugs so that equates to a set of blades every year. She said it was probably because I was overloading it, but I definitely know I haven't been. I don't use it in a commercial kitchen or push my TM overly. Basically it is being used within its capabilities and to do everything that its manufactured and promoted to handle capably, so I am not very happy that this spare part is having to be replaced on an annual basis. My consultant made out that she rarely sees this problem, but it regularly pops up on this forum as people think that it is something wrong with their machine. I am waiting to hear back from my consultant if I get a discount/free pair of blades (pigs might fly but I will keep you informed). In the meantime ricky you should also contact your consultant.
Note: this is my diagnosis for your problem and it may not be correct ;)
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You know . . consultants should be trained in "CUSTOMER SERVICE" . .Take down as much information as they can from customer-fraying-at-the-edges. and offer a simple, "I'll look into this straight away . ." instead of trying to fend off the complaint with all sorts of odd excuses and then call BM and HO and anyone else to say customer not at all happy and this is why . . .. The machine comes with a warranty! and blades becoming blunt (I seem to remember being told that chopping ice would keep the blades sharp . . :o :o - I don't think so . . .!!) or becoming a problem in other areas within that warranty period should surely be replaced.
I'm beginning to wonder if the manufacture of certain parts of this wonder machine are being outsourced to "other parts" of the world . . .
Just my 2c worth . . :-))
Ricky - get hold of your consultant again and if no help forthcoming, tell her/him you'll contact Vorwerk in NZ, Australia and Germany to track down an answer - and a satisfactory solution.
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Bombard them with emails and phone calls . Not normal so should be fixed NOW!
Gert
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Thanks for the replies, I'll get on to them again tomorrow, pretty disappointing after just 3 months. The hardest it's had to work was blending some smoothies (milk, banana, ice and frozen berries) and it's not been used more than a few times each week.
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I would go straight to Germany, with copy to everyone else I could think of. Doesn't.t sound right. CP I would do the same. Make a big noise everywhere. I believe HO watches this space so keep talking about service.
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For those with the same issue, could you see any visible wear? The actual spindle that connects the blades to the unit looks absolutely fine and given that the noise occurs even with soft ingredients I don't think the issue is due to them being blunt.
Also, we seem to only get the issue at low speed. At high speed I grated some cheddar cheese with no problems or weird noises.
Hopefully it gets sorted, it does feel a bit like Thermomix in NZ isn't quite as established as in Oz and the servicing/support isn't as smooth.
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My blades look normal to my eye, but the service dept would know what they are looking for. I had trouble grating 100g of mozzarella and it started to sound funny and I had to turn up the speed, and then was making faffas sausage casserole and it just wasn't stirring. The next time I went to use it, it was making sounds like yours. Switched blades and its working. BTW consultant said she would talk to HO and get back to me on Monday...so I'm just waiting patiently until I lose my patience.
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Sorry to hear about the issues with blades, i agree with CPs comments - if the blades are indeed like tyres as in the analogy you were told by your consultant that should be part of the sales talk - we are all aware when we buy a car that we wiill expect ot change the tyres every xxkms so they should be upfront and let us know how long they last.
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This has made interesting reading. I wonder if they are getting so big things are not as good as they should be.
There was a thermomix advertorial on Today Tonight showing the machine and the new babies book.
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Currently waiting on contact from TM in Australia but I can't recommend TM in New Zealand. It seems like the operation over here isn't properly setup and the main person we're dealing with has been pretty rude and unhelpful. I had fewer problems and better customer service taking a $50 iron back to Briscoes.
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mmmn, my problem still ongoing. haven't ordered my replacement blades because I don't accept that I have used them overly or outside of what I've been sold on this machine. My consultant kept saying she had never heard of it happening before, and so its just an isolated case (pull the other leg). am writing to HO as we speak, and then if they don't do something positive it will be Germany. will update my progress.
Good luck ricky. If they treat their NZ customers like that it won't take off at all :-))
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I get the impression too that NZ has a way to go....
Fortunately I've not had any issues with my machine (touch wood) but just a few little things make me think there is a bit of work yet to do.
I do a good sales pitch whenever people come to visit (ie I rave about it and all the things I make with it), but sometimes I wonder what they will encounter if they do decide to go further.
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After some pretty blunt conversations and getting TM Australia involved we now have a brand new TM being couriered out to us. It's a shame we had to kick up a stink but TM Aus have been very good throughout, hopefully the NZ side of things picks up.
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Good one!
Gert
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mmmn, my problem still ongoing. haven't ordered my replacement blades because I don't accept that I have used them overly or outside of what I've been sold on this machine. My consultant kept saying she had never heard of it happening before, and so its just an isolated case (pull the other leg). am writing to HO as we speak, and then if they don't do something positive it will be Germany. will update my progress.
Good luck ricky. If they treat their NZ customers like that it won't take off at all :-))
Hope they take notice of you CP. They would know that you know what you are talking about.
Gert
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After some pretty blunt conversations and getting TM Australia involved we now have a brand new TM being couriered out to us. It's a shame we had to kick up a stink but TM Aus have been very good throughout, hopefully the NZ side of things picks up.
Fantastic news, Ricky! Well done...!!!
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Oh, I am so pleased for you ricky that they have done the right thing by you.
thank goodness Gretch I have a 2nd jug to keep me going, otherwise I wouldn't be just quietly sitting here tapping my fingers, waiting...waiting... :-)) (as the saying goes, beware the wrath of a patient man)
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Oh, I am so pleased for you ricky that they have done the right thing by you.
thank goodness Gretch I have a 2nd jug to keep me going, otherwise I wouldn't be just quietly sitting here tapping my fingers, waiting...waiting... :-)) (as the saying goes, beware the wrath of a patient man)
You bet CP. I have had one those days too with first world problems. My Apple TV is working fine but the airplay, icon is missing from my iPads so could not catch up,with Call the Midwife. Also one iPad has no browser working so I can't get to the forum on it.. I just hate that. Have no idea how to fix either.
Gert
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Still waiting on the replacement and having fun arranging to return the broken one as the packaging we used first time wasn't returned to us. Our rep suggested using a "big box and newspaper" so I've said I'll only do that if they take responsibility for any damage in transit.
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Great news Ricky.
CP did you get your blades sorted out.. sounds like your consultant doesn't care.
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I just copied this from the NSW Fair Trading web page.
Manufacturers often provide a written warranty that promises:
•goods will be free from defects for a certain period of time
•defects will entitle the consumer to a repair, replacement or refund.
This is called a ‘warranty against defects’. It usually lists the defects covered and the period of the warranty.
When goods covered by a warranty against defects fail to meet a consumer guarantee, you can insist the manufacturer honours the warranty.
A warranty against defects is different from an ‘express warranty’.
‘Express’ warranties
Businesses often make extra promises - sometimes called ‘express warranties’ - about the quality, state, condition, performance or characteristics of goods. This may be in addition to the ‘warranty against defects’.
In doing so, they guarantee the goods will satisfy this express warranty.
For example:
A supplier tells the consumer that a bed will last for 10 years. If the bed only lasts for six years, the consumer will be entitled to a remedy.
An express warranty may not be in writing and is a promise usually made to persuade you to buy the goods – it is different to a warranty against defects
My consultant, at the time I was considering purchasing my TM said to me in an email that "There is a 2 year comprehensive warranty against faulty manufacture but a life time expectancy"
I think that this is just like the express warranty mentioned by fair trading. The hard bit is getting head office to do something about it if something goes wrong. I think that they should just change the warranty to 10 years. I got a free replacement blade from HO (see http://www.forumthermomix.com/index.php?topic=12139.15) & I think that is because I said something on the forum about it.
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No HO wouldn't replace my blades. I will ask them what the warranty is on the blades. They will probably say something ridiculous like 3 months. They said I was most likely overloading the blades - even stuck bits of carrot or cheese - can do it apparently. I have obviously had that, but I'm always hovering around it anyway so I would turn it off immediately. Its just a cop out and they should have provided some level of customer service instead of trying to say it was my fault. I think the question about blades needs to be brought up more at demonstrations seeing as they are trying to pass them off as "consumable items".
Also I hope they have stopped telling people that ice sharpens the blades.
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Also I hope they have stopped telling people that ice sharpens the blades.
Both my DD and I were told that ??? What a load of codswallop (love that word)!! :-)) :-))