Thermomix have been fined $4.6 million for failing to notify the government in time when they became aware of injuries caused by their product, for false representations about the safety of their product, and for making false representations that people weren't entitled to a refund. You can read more about it by clicking on the link to the ABC article to the right.
Why does it matter?
This is important for a number of reasons, but mostly there are two things that you should learn from this story.
Don't believe everything you are told
One of the fines related to false representations about refunds, replacements or recalls. That is, customers called Thermomix about their machine and were told that they were not entitled to a refund or a replacement. Do not believe companies when they tell you this. Australian Consumer Law is absolute and iron clad, you cannot contract out of your right to a refund for a major fault. People are too ready to believe that they are wrong and the company is right. Check your consumer rights.
Have a look at the ACCC website, for instance they have a page on Repair, Replace or Refund. If you can't find what you are after call the ACCC.
If no one complains, nothing changes.
It is frustrating to write a letter of complaint and have no response, and certainly the people who complained to the ACCC about the Thermomix had probably complained about many other issues in the past. However, Thermomix would not have been fined $4.6 million if no one complained. Sometimes the most important thing you can do is send a polite but direct letter of complaint.
But they still won't listen?
If you have made a complaint and you are not satisfied with the response, then you should make an appointment to speak with Hamish Williams. Sometimes a well prepared letter from a lawyer can make all the difference in the world. Your first half hour appointment is free, and he can let you know what he can do and how much that will cost.