Frustrating after sales service

I have been a long customer of Nespresso and own about 6 machines during that time. My most recent interactions with the company have been extremely frustrating. 1.5 years ago, I bought the virtuo next, and had only 3-4 months of useage before it stopped reading capsules, resulting in significant wastage trying to get it to work. Eventually I contacted the company and they arranged to have it assessed. the process then was slick. However, the machine came back with the exact same problem that surfaced a month later. Then it went back in for repairs, but returned with panels out of place and no report on what was done. The machine has not worked since returning, and after struggling to get through, I was eventually told that another fault would be logged and I would be called back - its been another 6 weeks. The last straw was calling today and being told that there is another system fault with communications and that I will be called bakc or try again tomorrow. These machines are not cheap, and this non-functionality is frustrating enough, without having to deal with such customer interactions. There is no direct email or escalation to go through either.!