Recurring issues with my machine

I have not had a decent cup of coffee in the last few months, at least not from my Nespresso machine. It has been booked into the Nespresso workshop for at least 5x for the exact same issue. I clearly provided a video and images of the problem, and yet it returns to me with the same issue. I have tried to escalate the matter but cannot get beyond the call centre agent. The call centre agents do not seem very attentive as they typically do not document my issue with the correct detail. The technical department is *********** (and I really hope the tech manager gets this message) as they cannot seem to comprehend the problem. On 2 occasions my machine has been returned to me wet and messed with coffee...***.