Forum Thermomix
Welcoming Center, Management and General Chat => Chit Chat => Topic started by: Frozzie on March 15, 2011, 02:56:33 pm
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I just needed to explain my problem and vent a little to you lovely forum people..
as some of you know my thermomix had a weird crack across the plastic part covering the buttons and a white mark on the lid so I sent my Thermomix away to Vorwerk France as is necessary over here for the slightest thing..dont panic people its not that difficult elsewhere in the world unless necessary..
Anyway after a few days it was rapidly (to my surprise) sent back and I opened the box to find it even more damaged than before..see photos..I am just so angry, sad, disappointed that such a great machine can be let down but such a pathetic team of so called professionals, sorry specialists according to Customer Service and my Consultant.
I swear I am about to cry!
:'( :'( :'(
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the first photo is the strange mark
the second and third is the cracked screen that was repaired.
the fourth is badly scratched parts where hte bowl goes in that wasnt there before..not that bad anyway..
and the following photos is of the part that wasnt put back properly and wont go back in but didnt want to force so left it.
and the new part broken on the lid..looks like part of the plastic came off and a fine crack..I have no idea what kind of tests they did but my goodness..
so very angry at the moment >:(
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Oh Frozzie that's awful. Have you been able to get in touch with them?
It's such a shame that you have had to wait to get your machine back and then it comes back in this condition. I do hope you get a solution to this and soon.
Big hugs :-* :-*
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thanks katya :)..no there was no answer and I sent an email with the photos and my DH is going to ring as he is much better at staying calm and diplomatic than me..i need to calm down a bit first before I talk to anyone at Vorwerk France..maybe DH got onto them as he said he would handle it!
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Frozzie I would email head office( Germany), for the attention of the Chief Executive and tell him about this deplorable service. I'm so angry on your behalf ,how dare they send this back to you in such a condition.I had a quick look on the home page for the executive board in Germany,here's the link.
http://www.vorwerk.com/html/executive_board.html
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thanks CC ...for the moment I am going to wait and see what they say when they get back to me or hubby..hopefully tomorrow...I have to deal with these people so dont want to piss them all off...its not like elsewhere, actually pretty much everywhere else where the customer is of value..here you need to fight to justify yourself. Anyway if I have no news and or their answer is not to my liking, then I will be contacting the team in Germany simply out of the fact that its their name they are representing poorly and honestly its pathetic...not to mention the calibar (i know i spelt this wrong but my brain is a bit frazzled at the moment) of machine you are paying for...I have absolutely no problems with the Thermomix itself, absolutely love it, simply the team in France and customer service!
Plus I want my Thermomix back in working order....its driving me crazy!
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I'm so sorry to hear this and hope you get some satisfaction soon.
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Frozzie, I think you have the matter in hand. Proceed as planned. Head office in Germany should be your last port of call, and if the mending is not to your liking go in with all guns blazing.
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Frozzie my heart aches for you - not only to see your TM in that condition but to still be with out it!!! Fingers crossed for a very quick positive outcome :-* :-*
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We are all with you Frozzie, to have waited so long and receive it back in that condition is deplorable. They have to be answerable to someone higher up surely and if you have to go to the top, then that is the way to go in the end. We all love our machines, know they may have a problem from time to time but can live with the fact that we know our people can repair and return them to us in good, if not better, condition than when they left our homes. This does not seem to be the case in France and I can fully understand your frustration - I would want to strangle someone!
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Oh Frozzie, my heart sank when I read your post and saw the photos. :'( :'( Did you take a photo of the box it came back in? They may try the "It was fine when it left here - damaged in the post" trick. Hope you get it sorted quickly.
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Oh Frozzie, I feel so badly for you. I just hope that your Husband manages to get someone to listen and that your TM is replaced quickly. I know that if it was me I would feel so much better if they replaced the machine rather than try and fix it. As you will always be wondering what could go wrong next!!!! Keep your chin up and good luck!!!
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that is so bad. I would also print off this page or make reference of it at some point to let them know that you have shown the world what happened to you.
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thanks guys and jan I still have hte box and it is in perfect condition so they can blame away that wont work..i will take photos of htat too good idea...im just glad i took photos of it before it left so i have some form of proof at least for the lid. CP they know I am on thermomix forums and in touch with people around the world who have them as I told the head of customer service in one of my emails to her where I explained my dissatisfaction with the system in France and that it didnt work like that elsewhere, wanting to know why as its Vorwerk and not a french company..this all before the Thermomix was returned in this condition. DH is good at what he does so I have faith he will work it all out just in the meantime I am still without my Thermomix.
I have to say this is the first and only time that I have had this kind of problem and still have so much faith in a product...I really really want my Thermomix back as soon as possible and in perfect working order..will keep you updated in my little nightmare! I hope its sorted out soon and hope they contact us today!
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Frozzie - would it be worth checking with them whether they would be able to loan you a machine until this all gets sorted out? I suspect, from what you say, that the French customer service approach may be less amenable to this but thought it worth suggesting.
I can't imagine how stressful this must be for you, especially while there is no resolution in place yet.
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first they would actually have to answer the phone..im not calling for the moment as Im leaving it in DHs hands..im likely to get really peeved at them and get nowhere..
on a semi positive note my consultant answered me and asked if I wanted her to stop by...i said yes so she can see it for herself and maybe do something with her contacts with HO..not holding my breath though..and as far as a replacement machine I doubt it..could always ask though..still wouldnt feel better until I have my machine back working perfectly...im feeling rather ill at the moment.
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Oh no Kim (hugs) that is deplorable. Hope your dh can get it sorted before you lose it with them.
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thanks zan..yes me too but no news at the moment and its almost midday..and no reply from my consultant about coming by but wednesdays is a no school day too so there are alot of mums at home etc so might have to wait until tomorrow....more waiting grrrr
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Oh Frozzie I feel sick and anxious for you. I had strange happenings with my screen and the thought that thermie may have to leave with the chance that it may return in a worse state was incredibly upsetting. (Thankfully head office in OZ blamed the wet weather in CQ at that time). I would be contacting German HO office if you are not satisfied. Thinking of you!!!!!!
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I hope it all works out OK Frozzie. :'(I hope your DH can gets it sorted. If not - I'd be calling Germany HO. After all a major selling point is that it's a German product and the customer service you get with it (maybe not in FR, but elsewhere).
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your lucky johnro that you live in oz where customer service exists and works well and if not then there is always consumer affairs to take action and do when problems arise...here hte system sucks and customer service is pretty much non existent..the 'service' or department exists but what they do is beyond me..and its not just Vorwerk France but so many others...im still waiting and I think what makes it worse is that Im used to the system in oz and have a really hard time accepting the system in France..its really hard to take when you know what your rights should be..DH though I have confidence will work it all out one way or another and I think once its all sorted out I will still write to Germany to explain the problem here as it is after all their name and product being represented poorly.
Anyway still waiting and feeling ill and have a suspicion that its going to take a while...i am trying to get back into normal cooking and just making the basics but so dont feel like doing much at the moment..might try later on in the day to contact my consultant about a replacement machine but like I said before think I have buckleys...
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feedback is to give them a bit of time until they investigate internally..and the customer still sitting and waiting..
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Do you think it might have been worthwhile to have bought your tm in the UK and put up with freight and o/s phone calls so as to not have to put up with Frnech service? If they use the same electrics, it may have been a possibility.
This just isn't right.
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feedback is to give them a bit of time until they investigate internally..and the customer still sitting and waiting..
So sorry to here there is still no resolution Frozzie!! :-\
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ok final answer is that they will replace the lid as a commercial gesture but its not included in the garantee normally and they assured me that the rubber part that touches the bowl on the unit was never touched by their technicians and theydont understand why it is like that but I can just push it down (already tried that and it doesnt go in) and it will be fine...basically got alot of running around and the apology for not replacing the lid and she eventually offered me a book as a gesture but I am just hoping its one of those weird things and that Thermie will work fine...my consultant is coming by tonight normally to see me and see if she can put the rubber part back in..as for the cracked screen that got replaced they have no answer as to why.. a fault somewhere and things like that can happen...still left not very happy but hopefuly as long as thermie gets back working properly and i have no further problems i will get over it eventually...has left a bad taste in my mouth though and I did tell the head of customer service that I am not happy at all with the way I was treated. She ended up ringing me and not DH, avoided his calls and ended up getting me at home. Cowardly if you ask me but anyway..hopefully it will all get sorted out quickly.
as for how thigns work elsewhere I was told that each country still has their way of doing things and although she can understand my being unhappy that is the way it operates in France..
arrgghhh what can i say..i just want thermie working properly and never have to deal wisth them again!
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thanks meagan..hopefully if my consultant gets this rubber bit back in properly and it works ok that will have to do..im just freaking out a bit about having future problems as its very strange how it all came back the lid cracked and the rubber bit out etc etc..still they tell me its not them so what can you do..as long as it works fine so fingers crossed xxxxxxxxxxxxx :)
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ok my consultant came by and managed to get the rubber part back in properly but said it had definately been taken out and not put back properly..its all back in..other parts are on their way by courier and was offered two books..one by the consultant and another by the head of customer service...will just have to test it all tomorrow..not feeling much up to cooking tonight although might do anyway..seems to be all ok though so fingers crossed its all over and all problems are resolved...still dont agree with the way I was treated or my machine but there was an apology and as long as I have no further problems I wont hold any grudges..
Apparently there is a new book being launched at our next open day as well so will have to check that out..!
Im feeling quite drained after all this dilemna...thanks for your support too..was really appreciated! :)
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No wonder you are shattered after fighting to get your TM fixed.It was good to hear that your consultant thought that the rubber seal had been removed for whatever reason.Both lots of my fingers are crossed that all goes well when you start cooking again. :-* :-*
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Ohh Frozzie I hope that it is all clear sailing from this point - cheers, Robyn :) :)
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Glad to hear things are back to 'normal' hopefully Frozzie. Big of them to give you a new lid when they obviously broke it anyway - they must think people are stupid to not notice those sorts of things when their machines are returned to them. Hope all goes well in the future, you've definitely had your share of problems and don't need anymore.
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thanks guys..you really are all wonderful :) :)
cc yes good that she agreed with me as I was starting to have zero faith in anyone here and im crossing everything and touching wood haha that there are no more problems.. robyn thanks and me too and JD thanks and yes I agree..very big of them..was the least they could do and my consultant found that strange but anyway I will have my new lid and seal next week (mid week) normally as it has to be delivered by courier and I am actually a little hesitant ..i used to think the thermomix was unbreakable now i think it will take me a few days to get my confidence back up.sounds silly I know but this whole situation gave me a bit of a fright..anyway all seems well..the test will be today eeeeeeeeeeeeeeeek! Hopefully I will be back converting and blogging at the end of the weekend!
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fingers & toes crossed for you Frozzie
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thanks jan :)
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Hope all is now well, Frozzie and that you've braved the first try with the Thermie.
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what a frustrating experience for you frozzie
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Hope all is now well, Frozzie and that you've braved the first try with the Thermie.
yes finally did thanks mj ...I just did a puree at lunchtime to go with the rest of what I prepared...i started to panic a little when after five minutes the temp still wasnt moving but then it did and ouffff I felt much better...i think I was worried about something else going wrong and having to put on the boxing gloves and start arguing all over again not to mention not having hte thermomix for even longer still...I really miss actual customer service that works properly..this constant having to fight for things is getting on my nerves (we seem to have a run of bad luck with products lately and have been dealing with alot of different customer services and I have certainly had my dose for the rest of 2011 if not this decade..we also had a problem with our new leather sofa and our coffee table and and and)!
this afternoon will do some bread, a cake and a few other bits and pieces...im so happy to have thermie back working..he really is a BIG part of this household!
brazen yep very frustrating but thankfully it all worked out quickly enough..have to say though I had several mini heart attacks and felt quite ill on and off over the past couple of weeks but its all over..wooohooo!
Finally back on track!!!! :) :) :) :) :)
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Glad you have your TM back Frozzie. I can't believe all the troubled you have had - Poor thing!!! Let's hope things go smoothly from now on.