Have to say Im a little angry

[Frozzie]

first they would actually have to answer the phone..im not calling for the moment as Im leaving it in DHs hands..im likely to get really peeved at them and get nowhere..

on a semi positive note my consultant answered me and asked if I wanted her to stop by...i said yes so she can see it for herself and maybe do something with her contacts with HO..not holding my breath though..and as far as a replacement machine I doubt it..could always ask though..still wouldnt feel better until I have my machine back working perfectly...im feeling rather ill at the moment.

[Zan]

Oh no Kim (hugs) that is deplorable. Hope your dh can get it sorted before you lose it with them.

[Frozzie]

thanks zan..yes me too but no news at the moment and its almost midday..and no reply from my consultant about coming by but wednesdays is a no school day too so there are alot of mums at home etc so might have to wait until tomorrow....more waiting grrrr

[johnro]

Oh Frozzie I feel sick and anxious for you.  I had strange happenings with my screen and the thought that thermie may have to leave with the chance that it may return in a worse state was incredibly upsetting. (Thankfully head office in OZ blamed the wet weather in CQ at that time).  I would be contacting German HO office if you are not satisfied.  Thinking of you!!!!!!

[sue_h]

I hope it all works out OK Frozzie.  :'(I hope your DH can gets it sorted. If not - I'd be calling Germany HO. After all a major selling point is that it's a German product and the customer service you get with it (maybe not in FR, but elsewhere). 

[Frozzie]

your lucky johnro that you live in oz where customer service exists and works well and if not then there is always consumer affairs to take action and do when problems arise...here hte system sucks and customer service is pretty much non existent..the 'service' or department exists but what they do is beyond me..and its not just Vorwerk France but so many others...im still waiting and I think what makes it worse is that Im used to the system in oz and have a really hard time accepting the system in France..its really hard to take when you know what your rights should be..DH though I have confidence will work it all out one way or another and I think once its all sorted out I will still write to Germany to explain the problem here as it is after all their name and product being represented poorly.

Anyway still waiting and feeling ill and have a suspicion that its going to take a while...i am trying to get back into normal cooking and just making the basics but so dont feel like doing much at the moment..might try later on in the day to contact my consultant about a replacement machine but like I said before think I have buckleys...

[Frozzie]

feedback is to give them a bit of time until they investigate internally..and the customer still sitting and waiting..

[thermoheaven]

Do you think it might have been worthwhile to have bought your tm in the UK and put up with freight and o/s phone calls so as to not have to put up with Frnech service? If they use the same electrics, it may have been a possibility.

This just isn't right.

[Meagan]

feedback is to give them a bit of time until they investigate internally..and the customer still sitting and waiting..

So sorry to here there is still no resolution Frozzie!!

[Frozzie]

ok final answer is that they will replace the lid as a commercial gesture but its not included in the garantee normally and they assured me that the rubber part that touches the bowl on the unit was never touched by their technicians and theydont understand why it is like that but I can just push it down (already tried that and it doesnt go in) and it will be fine...basically got alot of running around and the apology for not replacing the lid and she eventually offered me a book as a gesture but I am just hoping its one of those weird things and that Thermie will work fine...my consultant is coming by tonight normally to see me and see if she can put the rubber part back in..as for the cracked screen that got replaced they have no answer as to why.. a fault somewhere and things like that can happen...still left not very happy but hopefuly as long as thermie gets back working properly and i have no further problems i will get over it eventually...has left a bad taste in my mouth though and I did tell the head of customer service that I am not happy at all with the way I was treated.  She ended up ringing me and not DH, avoided his calls and ended up getting me at home.  Cowardly if you ask me but anyway..hopefully it will all get sorted out quickly.

as for how thigns work elsewhere I was told that each country still has their way of doing things and although she can understand my being unhappy that is the way it operates in France..

arrgghhh what can i say..i just want thermie working properly and never have to deal wisth them again!

[Frozzie]

thanks meagan..hopefully if my consultant gets this rubber bit back in properly and it works ok that will have to do..im just freaking out a bit about having future problems as its very strange how it all came back the lid cracked and the rubber bit out etc etc..still they tell me its not them so what can you do..as long as it works fine so fingers crossed xxxxxxxxxxxxx 

[Frozzie]

ok my consultant came by and managed to get the rubber part back in properly but said it had definately been taken out and not put back properly..its all back in..other parts are on their way by courier and was offered two books..one by the consultant and another by the head of customer service...will just have to test it all tomorrow..not feeling much up to cooking tonight although might do anyway..seems to be all ok though so fingers crossed its all over and all problems are resolved...still dont agree with the way I was treated or my machine but there was an apology and as long as I have no further problems I wont hold any grudges.. 

Apparently there is a new book being launched at our next open day as well so will have to check that out..!

Im feeling quite drained after all this dilemna...thanks for your support too..was really appreciated! 

[Cornish Cream]

No wonder you are shattered after fighting to get your TM fixed.It was good to hear that your consultant thought that the rubber seal had been removed for whatever reason.Both lots of my fingers are crossed that all goes well when you start cooking again.

[johnro]

Ohh Frozzie I hope that it is all clear sailing from this point - cheers, Robyn   

[judydawn]

Glad to hear things are back to 'normal' hopefully Frozzie.  Big of them to give you a new lid when they obviously broke it anyway - they must think people are stupid to not notice those sorts of things when their machines are returned to them.  Hope all goes well in the future, you've definitely had your share of problems and don't need anymore.