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Unhappy Thermomix customers have been made to sign nondisclosure agreements before receiving refunds for faulty products, causing the customers to accuse the company of using “dirty tactics.”

For those unfamiliar with the product, the Thermomix is a hi-tech food processor which costs just over $2000 AUD.  The all in one unit chops, blends, heats, juices and weighs food.  The company claims to have 300,000 customers Australia-wide.

News.com.au is reporting today that customers who criticise, request refunds or repairs from the company have been intimidated and bullied into signing nondisclosure agreements (NDA).

A Sydney woman also spoke with news.com.au, stating that she must stay anonymous.  She told the news website that she was “coerced” into signing an NDA after suffering severe burns when the seal on her Thermomix broke.

“They said they wouldn’t give me a refund unless I signed the gag order and I was sick of fighting,” she said.

Also remaining anonymous, another woman from Victoria said Thermomix agreed to give her a refund of her faulty machine, but required her to sign the document and not speak about her experience.

“I was forced to sign a gag order, which I stated from day dot that I refused to do. After fighting for over 12 months, I just wanted the machine gone and a refund,” she said.

Speaking with the media outlet, Thermomix customer, Cindy Cindric from Western Australia said she spent months lobbying the brand for a refund when the lid of her machine would not lock correctly.

“They only offered me a refund after I lodged a consumer complaint with the Magistrates Court of Western Australia, outlining all the problems I’d had,” Mrs Cindric told news.com.au.  “Thermomix did attempt to get me to sign a gag order, but I refused. I was successful in getting a refund in the end.”

Quoting directly from the nondisclosure agreement, news.com.au stated the terms of the nondisclosure agreement many customers have now signed:

“You also agree not to disparage, speak ill of, or comment negatively about Thermomix or [parent company] Vorwerk, and not to take any action which is intended, or would reasonably be expected, to harm the reputation of Thermomix or Vorwerk, or lead to unwanted or unfavourable publicity,” the document states.

The terms also state that the “settlement” is confidential and must not be discussed without prior written consent.

A spokeswoman for Thermomix spoke with news.com.au about the NDA saying:

“Where a customer has asked for a refund due to a fault with an appliance, and our technicians confirm such a fault after inspecting the appliance, we provide the customer with a refund and do not require them to sign a confidentiality agreement.”

These allegations come just a week after a woman in Western Australia revealed she is pursuing legal action against Thermomix, after she was left with second-degree burns to her chest, stomach and arms after her Thermomix burst open.


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  • These machines have a black box inside which takes note of everything that you do with the machine, so if something goes wrong, they can see what was happening at the time.
    Also they recommend you only use approved replacement parts not just buying something off ebay because they are cheaper.
    I am not defending the company here or anything but we aren’t getting the full story here.

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  • Thermomux is not looking like a good purchase right now.

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  • I don’t want one of these machines. it is making us lose the art of good old fashioned cooking. Some of these people did not replace the faulty seals for the machine which the company sent them

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  • It is upseting to here that people are having so much trouble with Thermomix. It is such an expensive kitchen machine that it should be faultless.

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  • Yikes that’s something that need to sort out. Hope their burns weren’t too bad, seems odd they had to sign that to get a refund- no wonder they’re furious

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  • I have a friend who sells these and she said in the model before the latest one there was a fault with the seal on the lid and Thermomix sent out new seals to solve the issue. Unfortunately a lot of customers did not use the new seals that were sent to them. A lot did and all was fine. I don’t want one of these. Whatever happened to good old fashioned cooking? lol!!!


    • I know many people that have one and no longer use their machine.

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  • Highlights the importance of consumers knowing their rights.

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  • Wow. I can’t believe that. How disgusting. They should take full responsibility

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  • NDAs for an appliance, who would have thought.

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  • I suppose it comes back down to the money side of things and not the safety of their customers. Greedy

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  • Lke hz

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  • Bloody ridiculous! If you spend $2000 on something, you expect it to work! If it doesn’t, you get an unconditional refund! Australian Consumer Law!

    Reply

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