⸻ To Nespresso: Please Rethink How You Treat Loyal Customers I have been a loyal Nespresso customer for over 12 years. Over that time, I have purchased seven machines directly from the company — for my home, business, friends, and family — as well as a steady supply of coffee pods. My first machine lasted over a decade, which is why I trusted the brand so strongly. When that original machine stopped working recently, I opened a brand-new one I had purchased about three years ago but never used. It leaked water immediately. The first customer service representative I spoke with was distracted and impatient, refusing to let me use my phone’s speaker while I followed troubleshooting steps. In the end, I was told the machine was out of its 12-month warranty and my only options were to pay over $100 for repairs or receive 30% off a new one. Hoping for a better resolution, I called again and spoke to a kind representative who passed me to a manager — but the outcome was the same. I then opened another unused machine I had purchased last year, which also has mechanical issues. Despite being barely over a year old, it is still considered “out of warranty” and ineligible for repair without charge. I have spent years recommending Nespresso to others, buying machines as gifts, and supporting the brand both at home and in my business. It is extremely disappointing to discover that customer care does not match the loyalty many of us have shown. This is not simply about one defective machine — it’s about trust, and whether a company values its long-term customers enough to stand behind its products. I hope Nespresso will reconsider its policies so that loyal customers like myself are not left without support. ⸻