Thermomix

Too expensive. Poor servicing support after Vorwerk took over. Very disappointed.

Never reachable

A Thermomix unit was handed over to this service provider for servicing on 31 January. As of the date of this review, the unit has not been returned. Despite multiple documented follow-ups, there has been no clear explanation, no confirmed return timeline, and no accountable point of contact. The prolonged retention of a customer’s property has resulted in a significant loss of use of the appliance. This raises concerns regarding custody controls, service governance, and escalation handling when customer property is involved. Reasonable care, transparent communication, and timely resolution would be expected as baseline service standards. Management attention and resolution are urgently required. Prospective customers may wish to obtain written servicing timelines and escalation contacts prior to engagement. Followup: Thermomix Singapore confirmed that my TM5 was lost while under their custody, due to a failure by their appointed logistics partner, after it was sent in for servicing. Resolution took close to one year, despite repeated follow-ups. After internal review, Thermomix Singapore stated that: • They do not have any new or unused replacement units available; • Their only proposed resolution is a used TM6 display unit, together with a 1-year warranty and a S$200 voucher; • No alternative appliance or proper monetary compensation is being offered, despite acknowledging the loss and delay. The proposed replacement is a commercial display unit previously used for demonstrations (touched and used by many), which is materially different from a privately owned household appliance. This was presented as a “fair and proportionate” resolution. Even the S$120 service fee paid for the servicing of the lost unit had to be specifically requested to be refunded. They have YET to agree to this. This case raises serious concerns regarding custody controls, accountability, and escalation handling when customer property is lost. Customers may wish to carefully consider the risks involved when entrusting high-value appliances for servicing. Management attention and review are warranted.