How many "repairs" will it take!? POOR service.

I received my Nespresso Essenza on Monday, 22 January. This was ordered from Yuppiechef and delivered. After using it a couple of times, I noticed I had to empty out the tray where the used pods land, after about 5/6 uses. A lot of water runs through the machine when not in use, especially when it was heating up and then spills into the tray. If a pod is already in while the water is heating up, the cup would have about 1 - 2 cm of water before the brewing starts.

On Saturday, 1 February 2020, I went into the Nespresso shop in Sandton City to explain the issue and the man in the shop gave me the number of the Nespresso Club. A friend of mine had her machine fixed via the Nespresso Club and raved about the service so I wasn’t concerned and was expecting this to be sorted swiftly.

When I got home, I called the number - the lady helped me to book in my machine for a repair and said once I receive my waybill to stick it on the box - the courier should collect within 1 - 3 business days, i.e. Monday to Wednesday.

I didn’t receive the waybill so I called on the Monday to follow up and spoke to a man who told me I need to check my Spam folder. When I told him the email is not in my Spam folder, he said I do not need a waybill, the courier can write me one. Up to now I had no proof that this collection was booked in to so I called on the Wednesday, 5 February, again and spoke to a lady who informed me that the repair was never booked in. She quickly sorted it out and said she’ll put a priority on the collection. The courier came to collect the next day.

I received the machine back on the Monday, 10 February - this is a new machine, it was used for 2 weeks. The repair note said: Cleaned and descaled. The issue was still there.

So I called the Nespresso Club again, sent them a video of the issue and arranged for another repair. The courier came to collect on the Tuesday, 11 February. I received my machine back on Thursday, 13 February with the repair note stating the brew group was replaced. But unfortunately as I was taking out the machine from the box, I noticed scratches on both sides and the lid of the water tank was broken. I immediately called Nespresso Club back, and they told me they will collect and send it in for an assessment.

I do not want an assessment. This machine has been in the box, with the courier, with Nespresso, for longer than it has been at my home and used. I paid a lot of money for this machine and I certainly do not want a scratched up or a machine that was faulty from the get go.

Absolutely ********** service - do not buy a Nespresso machine.