Nespresso - Not living up to their service

I had an issue with my Nespresso machine on the 14th October 2017, whereby the machine does not pump water. I called the call centre on the 15th October 2017 for assistance. They tried assisting thinking there was an airlock but that was not the problem. So I called back on the 27th October 2017 to book the machine in since it is still under warranty. The consultant advised that the machine would be picked up with 24 - 48 hours. Today, the 6th November 2017, I call again to find out when will my machine be collected, the consultant, Johan, said he will arrange with the courier to collect it today. Not to my surprise, they haven’t collected it yet. To add, I bought the top of the range model at the time thinking I want a machine that does it all with reputable service if required. Surely I was thinking wrong!