We own a Vertuosa Creatista Pro, which continually says steam wand needs cleaning. Have had video help from customer service, which made no difference. Twice in the last few weeks I have called again, asking for help. Last Friday yet again, the assistant promised to have a supervisor call me back. Their only offer is for me to go find a box, pack the machine, take to a PO, wait 10 days for “repair”. As explained I am bed bound and unable to do this. The offer was then to send a courier to pick up, but can’t supply box or packaging. I am UNABLE to do this! My request was, surely in the name of customer service, and compassion for a customer of MANY years, having now owned 4 machines, a new machine could be supplied for our use, from a huge company that has unimaginable profit. Can someone in authority make a decision that treats a customer well. Thank you in anticipation