Inefficient Service department

Nespresso service department is appalling. I sent my Nespresso Citiz & Milk Machine in for repair in May this year. The machine was sent back with the problem unresolved. 3 weeks ago I mailed the service department to arrange to have machine collected. No response was received. After two weeks and further emails I received a mail to say the machine would be collected. To date the machine has not been collected. This is not what I expect from Nespresso. The service department is clearly mismanaged with no systems in place. Very disappointing.