Angry Thermomix owners in a spin


11 September 2014 | Thermomix buyers caught out by the release of a new model.

thermomix

TM5 surprise release


Thermomix Australia has caused a stir amongst consumers by releasing a brand new model without any notice.

In the same week when months of anticipation came to a head at Apple's high-profile iPhone 6 launch, Thermomix – whose cult appliance comes with a hefty price tag of almost $2000 – released the shiny new TM5 model on Saturday without any prior warning, surprising even the most fervent "Thermo" fans.

What's left a bad taste in consumers' mouths is that fact that many new owners only ordered or took ownership of the outdated model the TM31 as late as the day before the release of the new model, which is the same price as its predecessor.

As a result, hundreds of TM31's have already hit sites such as eBay and Gumtree at heavily discounted prices. And while it’s a great time to buy a second-hand Thermomix, many of those who have paid the same price for what is now an out-of-date model are not so thrilled.

Thermomix in Australia was fined $4.6 million in April 2018 for misleading customers about the burn risks of their TM31 model. CHOICE found the TM5 Thermomix to be an excellent all-in-one kitchen machine but we suspended our recommendation due to substandard customer care.

Consumer response

CHOICE has been inundated with angry consumers venting their frustration at the move. Many new owners have told us that they asked about the rumoured new model when they were buying their TM31s, and were told there was no new model on the horizon. Several of the owners who contacted us said they took ownership of their now outdated machines only days before the new release.

One recent purchaser said: "I purchased a Thermomix recently after directly asking the consultant if there were a new model coming out. She denied there was any new model. A month later, the new Thermomix is released."

Another said: "I've only had my machine for two weeks and was not given the option to purchase the old model at a reduced rate OR buy the new model."

The release of the new model has also raised concerns around servicing and parts for the TM31, as well as the additional support provided to "Thermo" owners in the form of cooking classes, demonstrations and cookbooks, which are now slated to be focused on the new model only.

Some owners are so frustrated that they have even set up a Change.org petition.

Thermomix's response

Thermomix has now issued a statement regarding the controversy. No word on whether any compensation will be offered to those who have recently purchased the now superseded TM31, but they have indicated they are dealing with complaints.

The Thermomix statement in full

"Thanks for taking the time to contact us to express your disappointment, we apologise for our delayed response.

The Australian launch of the Thermomix Model 5 was conducted in line with global brand compliance in accordance with our distribution arrangements. We are deeply sorry that this has resulted in some customers feeling disappointed.

As you can appreciate we value every one of our customers so this is not an ideal situation for everyone involved and we understand your position and take it very seriously.

The TM31 is and always will be an excellent appliance and will continue to be supported just as we have with the previous model the TM21 and we ask for your patience as we work towards addressing your concerns.

Please understand that we also have a commitment to support the broader Thermomix community with the posting of recipes and tips on our Facebook page. We are currently working with our team to address the concerns of those customers that recently purchased a TM31 and will continue to be committed to providing the best level of service to our very passionate customer base in the hope that we can continue our Thermomix journey together."


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