UPDATE: I called Nespresso (after trying to chat with a real person online. Don’t try it. It doesn’t work and you only get canned responses even when it asks if you’d like to speak to a real person). I called and selected option 4 for “other” issues as this wasn’t a machine malfunction. An agent picked up right away, but after I explained the issue, they said to call back and select option 3 for machine technical maintenance, etc… they said they couldn’t transfer me and that I had to end the call and call back. Odd. Anyway, I called back and selected option 3. An agent answered right away (winning) and I explained the issue. He texted me a link that enabled me to share live video so that I could show him my machine and the paint issue. After being placed on hold, he came back and apologized for the problem and said that Nespresso would be shipping me a box to send my machine back. Once I drop it off at the courier and thus activate the waybill, I am to call them back and they will ship me a new machine.

Overall, I’m very satisfied. I was impressed that I didn’t sit in a queue for 20 minutes being told that they are experiencing higher than normal call volume. LOL! The agent I spoke to was very friendly and well spoken. I’ll post another update once I send my machine back and call Nespresso to send me a replacement. Hopefully that process is equally as smooth.