TERRIBLE after sales service - STAY AWAY from Nespresso!!!

Worst after-sales service I have ever experienced!!!

My Nespresso Vertuo Next machine stopped working. It is still under warranty and I took it into the store at Menlyn Park Shopping Centre (where I had purchased the machine) for repairs. The manager named Sydney was not helpful at all and refused to take the machine as he said I have to call Nespresso to come and collect the machine at my home. I asked him if I cannot leave the machine with them for their repair team to collect from their store as it is a challenge for me to take time off during working hours to be at home for collection and there is also a security risk with people coming to my home. He would not listen to any of this and just refused to take the machine.

I then contacted the call centre & they informed me that they can send a courier company to come & collect the machine from my home, BUT it is not possible to schedule a collection time and all they could tell me is that collection would be anytime between 8am to 5pm (Mon-Fri). This would mean that I would have stay home that day (instead of going to work at the office) waiting for them to collect. It would also not be possible for them to collect the machine from my office as it is not allowed.

How is this considered to be good customer service if you cannot take a faulty product (which is under warranty) to the store where you purchased it. Their alternative solution is that they will send a courier company to collect it from your home (security risk) without any scheduled time and you just have to make sure you are home at anytime between 8am - 5pm....

How is this in "ANYWAY" making it easy for the customer and ensuring customer satisfaction????

I have been a loyal customer and have spent on average anywhere between R700 - R1000 per month on coffee capsules - that means I have spent anywhere between R12,000 - R16,000 total since I became a customer... AND this is how they treat a loyal customer???!!!