Author Topic: Have to say Im a little angry (Read 16080 times)

Frozzie · « **on:** March 15, 2011, 02:56:33 pm »

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!

Frozzie · « **Reply #1 on:** March 15, 2011, 03:02:08 pm »

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

Katya · « **Reply #2 on:** March 15, 2011, 04:23:22 pm »

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

Frozzie · « **Reply #3 on:** March 15, 2011, 04:31:57 pm »

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!

Cornish Cream · « **Reply #4 on:** March 15, 2011, 07:56:22 pm »

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

Frozzie · « **Reply #5 on:** March 15, 2011, 08:12:35 pm »

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!

thermoheaven · « **Reply #6 on:** March 15, 2011, 10:41:28 pm »

I'm so sorry to hear this and hope you get some satisfaction soon.

achookwoman · « **Reply #7 on:** March 15, 2011, 10:46:50 pm »

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.

faffa_70 · « **Reply #8 on:** March 15, 2011, 10:58:43 pm »

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

judydawn · « **Reply #9 on:** March 15, 2011, 11:03:22 pm »

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!

Very Happy Jan · « **Reply #10 on:** March 15, 2011, 11:25:53 pm »

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.

trudy · « **Reply #11 on:** March 15, 2011, 11:46:01 pm »

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!!!

CreamPuff63 · « **Reply #12 on:** March 16, 2011, 02:51:38 am »

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.

Frozzie · « **Reply #13 on:** March 16, 2011, 06:28:33 am »

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!

Katya · « **Reply #14 on:** March 16, 2011, 08:12:56 am »

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.

Author Topic: Have to say Im a little angry (Read 16080 times)

Frozzie

Have to say Im a little angry

Frozzie

Re: Have to say Im a little angry

Katya

Re: Have to say Im a little angry

Frozzie

Re: Have to say Im a little angry

Cornish Cream

Re: Have to say Im a little angry

Frozzie

Re: Have to say Im a little angry

thermoheaven

Re: Have to say Im a little angry

achookwoman

Re: Have to say Im a little angry

faffa_70

Re: Have to say Im a little angry

judydawn

Re: Have to say Im a little angry

Very Happy Jan

Re: Have to say Im a little angry

trudy

Re: Have to say Im a little angry

CreamPuff63

Re: Have to say Im a little angry

Frozzie

Re: Have to say Im a little angry

Katya

Re: Have to say Im a little angry