Faulty Nespresso machine and bad service from Nespresso

Our Nespresso machine, which is still under guarantee, has stopped working. While descaling it, water began leaking from the front, the water tank at the back would not clip into place, and it sounded as though a clip had fallen inside the machine.

I took the machine to the Nespresso store at the V&A Waterfront, Cape Town, where I was told the issue had been resolved. However, when I got home, the machine was still faulty. I then contacted Nespresso directly, and the machine was collected. It was kept for about a week, but I received no communication or feedback on what was assessed or repaired.

When the machine was delivered back to me, the same problem persisted, the water tank still does not clip into the unit, and the machine is not functioning properly. I have since had to spend an entire day going back and forth with Nespresso to explain the issue, which is both inconvenient and unacceptable. I was even asked to provide a video demonstrating the fault, which should have been identified and resolved before returning the machine to me.

The lack of communication, follow-through, and service has been extremely disappointing. Given that the issue remains unresolved despite multiple attempts, I request a replacement machine under the guarantee.