I purchased a Nespresso Lattissima machine just over 2 years ago. I previously had a Citiz for almost 7 years and was happy with it. My current machine has been sent back twice as the milk is never hot enough and I have to warm it in the microwave. Every time I have been sent a replacement milk frother and told that I should warm my cup and jump many hoops just to make a cup of coffee.

6 weeks ago I contacted Nespresso as the milk was cold again so. As this machine had been returned several times for the same problem I was not prepared to send it back again but had the problem escalated. I was then left a voicemail message before Christmas saying that my machine will be replaced. As I had not heard from Nespresso, after Christmas I contact Nespresso to find out what was happening with the replacement machine to be told that they will not replace it but to send it back yet again, 3rd time. I also have a limited edition machine and the front cover of the used capsule container constantly falls off. When I mentioned this to Nespresso I was simply told to "super glue it" as they didn't have a replacement.

I have been a loyal Nespresso customer for 9 years and have spent over $500 on my latest machine which has always been unsatisfactory. The service from Nespresso has been appalling. This has gone on for 6 weeks now. I was told not to return my machine even though they sent a loan machine which I mentioned that I did not require as I was told it would be replaced. If the machine was going to be fixed then why had I not sent it back 6 weeks ago when I first contacted Nespresso. Now I am told that no record can be found as to who had offered a replacement machine.

My next step will be to contact the ombudsman as this has been an ongoing issue since this machine was purchased.