Poor service from Nespresso

We previously owned a Nespresso machine for 10 years (which I purchased in Australia) and we did not experience a single issue with it. It eventually stopped working in June 2022 and we purchased an Essenza Mini from the Nespresso store in Sandton City. The machine drips quite a bit of water either before or after use (our previous machine did not drip excess water). The Essenza Mini has been sent to Nespresso 3 times for repairs since it was purchased. The 3rd time the machine was picked up was on the 18th of January 2023. The second time it went in for repairs we received a loan machine, which worked perfectly with minimal dripping (the level of dripping expected).

The level of service we have received from Nespresso is not of the level one would expect from an organisation of the calibre of Nespresso. When the machine was sent in for the second time, a loan machine was delivered to us, without notifying us that this was taking place. When we called in January 2023 (for the 3rd time) and requested a refund as this is now the 3rd time that we are sending a new machine in for repairs for the same issue within a six month period, the lady that took our call accused us of not using Nespresso pods as she could not locate the Nespresso pods that we had purchased, both in Johannesburg and Durban. We had to eventually send credit card receipts of the pods purchased and we also sent through videos of the issue we were experiencing with the machine.

We received an email on the 31st of January 2023 at 17:01 that our machine is being returned. However no Nespresso representative has called us since Nespresso received the machine and the Nespresso pod, to provide feedback with regards to what the outcome was from the tests they had conducted on the machine. This is not the level of service one expects from an organisation of the calibre and status of Nespresso.

On numerous occasions whilst speaking to a manager and service manager (in January 2023) we requested a refund as this is the 3rd time that we are sending a new machine in for repairs for the same issue within a six month period. However, our requests have been ignored and the Nespresso representatives have done what they deemed fit without consulting the client. We were assured that a manager would contact us once the machine was received, however we received no call.