Super Disappointing Customer Service!

I have been utterly disappointed in the customer service provided by Thermomix South Africa.

Being such an expensive and exclusive brand in SA, I expected a lot more!

I own a TM5 (yes, I have not purchased a TM6 yet, but it was in my planning until now). I needed my TM5 fixed and turned to Thermomix SA for help.

1 - I requested a quote for the issue that I needed fixed, emails were not responded to or either responded to in such a way that it doesn’t answer my question. 2 - My machine had to be couriered, I was not at all allowed to drop it off myself. This cost a lot extra due to the machine being of high value. I also had to follow up myself regarding the whereabouts of my machine and whether it reached the destination safely. NO COMMUNICATION from Thermomix’s side. No tracking numbers were sent from their side, I had to request it, and even then they took their sweet time to send that through. 3 - My machine was picked up on 18 April, I was not communicated with at all. I sent multiple WhatsApp messages and emails and phoned on a daily basis to get any communication on the whereabouts and progress of my machine being fixed. If I did not follow up, I would’ve waited a lot longer to get my beloved TM5 back. I received my machine back on 18 May, exactly a month after they collected my machine. I waited a month for a max 2-week job, but due to poor communication I waited double that time. 4- I was told on multiple occasions that they would “get back to me”, just to find myself calling, messaging or mailing from my side yet again.

After this experience I am highly reluctant to recommend Thermomix South Africa to anyone! I am even reluctant to purchase an upgrade machine in future. With this device costing as much as it does and it being seen as an investment I am not sure I would make an investment with a company that provides little to no customer service!

While I understand Thermomix went through a change in admin staffing, this is still not an excuse to provide such poor communication and service.

I am a raving Thermomix fan and I cannot see my life in the kitchen without it, it is truly sad that they have forfeited all confidence I had in them. You cannot expect anyone to invest over R25k in a kitchen appliance and provide such poor customer service! Absolutely unacceptable.