thermomix.ca Reviews 2

Review of Thermomix After Sales Experience with Alexandre H.- Thermomix Canada

Sharing my recent experience with Thermomix's after-sales service, specifically regarding a warranty claim for a defective bowl.

I reported an issue with a bowl, accompanied by several exchanges of emails and requests for pictures and videos to diagnose the problem accurately. Despite my efforts to provide the necessary evidence and follow the instructions, the final outcome was disappointing. The issue with the bowl, identified as a bend at the top, was deemed outside the scope of warranty coverage as it was not classified as a factory defect.
I love my thermomix product and have been loyal user since 2018 from Abu Dhabi.

Throughout this process, I encountered challenges in communication and clarity regarding what is covered under warranty. The back and forth exchanges and the need for multiple rounds of evidence submission added to the complexity and frustration of resolving the issue.

While I understand the need for thorough assessment and adherence to warranty policies, I believe there is room for improvement in streamlining the after-sales process to ensure a smoother and more transparent experience for customers.

For the price paid for the item- the after sales support need serious improvement.

FR
Un achat plutôt onéreux et un produit qui fait la job jusqu'à présent.
Thermomix est connu pour son service après vente. Dans mon cas, après 6 mois, l'arbre du cutter brise en rappant du parmesan. Réponse du SAV : vous avez mal utilisé l'outil sans même avoir pris le temps de comprendre le problème (cout de fabrication de la pièce : 8 $ maximum).
En suivant une recette de purée, le fouet sort régulièrement de son emplacement et termine dans le couteau occasionnant sa destruction. Là encore : c'est de votre faute...
Bref très déçu du service après vente ! Sans ce support, rien ne justifie un tel prix.

EN
A rather expensive purchase and a product that has been doing the job so far. Thermomix is known for its after-sales service. In my case, after 6 months, the cutter blade broke while grating Parmesan cheese. The customer service response was: you've misused the tool without even taking the time to understand the issue (cost of manufacturing the part: a maximum of $8).

While following a mashed potato recipe, the whisk frequently comes out of its place and ends up in the blades, resulting in its destruction. Again, the response was: it's your fault...

In short, very disappointed with the after-sales service! Without this support, there's no justification for such a high price.