Nespresso Want to Repair My Coffee Machine for Second Time. - Do I Have Any Rights to Force Them to Refund/Replace It?

6000SUX on 26/06/2020 - 11:14
Last edited 26/06/2020 - 11:39 by 1 other user

Hi Guys

So in 2019 I splashed out on an expensive coffee machine. In May this year I was using it and prompted to descale. It has an LCD and a wizard to help you through the process - you cant go wrong. Halfway through the process it gives-up and hangs. You can hear it try to pump water through but no cigar. I left it an hour or so and the machine turns off.

So I contacted Nespresso support and jump through the hoops. I get it sent off to be repaired, eventually it comes back apparently the pump was replaced along with some other bits. It worked fine again - so i was happy. But not impressed.

This morning I was prompted to go through their descaling process again. Low and behold the same thing happens. I call Nespresso and I'm pissed. They insist it 'needs' to got o the repair centre. I'd told them I want a new machine - I'm not putting up with 'repairing' a $750 machine every month or two.

So my question is this. With Australian Consumer Law or any other law, can this help me force a refund/replacement instead of a 'repair'?

Cheers

—-edit—
Last repair took 3 weeks

Electrical & Electronics

Comments

  • themirror on 26/06/2020 - 11:17

    No.

    Are you using their descaling solution? Make sure you're following the steps properly. It's odd that the pump dies only after descaling. Descaling shouldn't strain the pump.

    • 6000SUX on 26/06/2020 - 11:23

      Yes i am

  • spackbace on 26/06/2020 - 11:18

    You have 2 coffee machines?. That's a $247 machine

    Oh, and no.

    • 6000SUX on 26/06/2020 - 11:24
      +2

      Its creepy that you've gone through my history…
      But yeah i do, its another machine

      • spackbace on 26/06/2020 - 11:25
        +7

        You have 6 posts. In terms of detective work, it's not exactly high up there in the effort level…

        • 6000SUX on 26/06/2020 - 11:26
          +3

          I didnt imply it was hard work. Just creepy…

          • EFC94 on 26/06/2020 - 11:53
            +20

            @6000SUX: Not creepy, just a good way to see if someone is a serial complainer and always has issues with something or is bullshitting the problem. Not saying you are in this case, it's just good to have some background knowledge.

          • payton on 26/06/2020 - 12:30
            +1

            @6000SUX: something a serial complainer would say

            • 6000SUX on 26/06/2020 - 13:07
              -1

              @payton: Sounds like you know me already?

      • BargainCowboy on 26/06/2020 - 13:50
        +3

        It's OZB tradition!

  • bdl on 26/06/2020 - 11:19
    +3

    Are they repairing it for free (including paying for your shipping to their service center)?

    • 6000SUX on 26/06/2020 - 11:25

      yep, i'm not out of pocket.
      but hope you can see where i'm coming from and why i feel wronged

      • brendanm on 26/06/2020 - 14:12
        -4

        Nope.

        • [Deactivated] on 26/06/2020 - 15:24
          +4

          I would certainly be annoyed with the prospect of having to be without a machine for another three weeks considering the cost. Especially as it is a device which is designed to be used daily so it is a relatively high inconvenience.

          • brendanm on 26/06/2020 - 15:35

            @[Deactivated]: You could say the same thing about cars, many times more expensive than this machine, used every day, high inconvenience. Still doesn't change the law that they are allowed to fix it.

            • [Deactivated] on 26/06/2020 - 15:50
              +1

              @brendanm: Agreed (although you normally get a courtesy car).

              However you said "nope" to the comment "but hope you can see where i'm coming from and why i feel wronged"

              If my car broke down for three weeks while under warranty for the second time and I was expected to just wait for a repair and do without I would certainly feel "wronged"

              • brendanm on 26/06/2020 - 15:58
                -1

                @[Deactivated]: It's a coffee machine. Shit happens. For someone to feel "wronged", there generally needs to be someone intentionally doing something bad to them. I don't think nespresso made a faulty machine just for op, and then deliberately had it fail again.

                • 6000SUX on 26/06/2020 - 16:04
                  +1

                  @brendanm: Yeah shit does happen - its when/how and what the company does to sort it thats important. Which is my point

                  • brendanm on 26/06/2020 - 20:33

                    @6000SUX: What does it say they will do in the warranty information? Did they do this?

  • pantsparty on 26/06/2020 - 11:24
    +6

    https://www.accc.gov.au/consumers/consumer-rights-guarantees…

    “ If the problem with a product or service is minor, you must accept a free repair if the business offers you one”

    “ You can ask for a replacement or refund if the problem with the product is major.”

    “ A product or good has a major problem when:

    it has a problem that would have stopped someone from buying it if they’d known about it
    it is significantly different from the sample or description
    it is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time
    it doesn’t do what you asked for and can’t easily be fixed within a reasonable time; or
    it is unsafe.”

    I would say that this is a major problem but they may argue otherwise.

    • 6000SUX on 26/06/2020 - 11:26

      Excellent - thanks pantsparty!

    • brad1-8tsi on 26/06/2020 - 13:08
      +3

      @pantsparty

      All you wrote is correct but there's also a clause about the vendor making reasonable attempts to make a permanent repair. I think if it goes again the OP has fair grounds for a refund or replacement

  • Hithere on 26/06/2020 - 11:35

    Australia doesn't have the Lemon Law like the US does so at this stage just return it for repair again and see what happens.

    From experience Nespresso usually go out of their way to fix issues and may even voluntarily offer a replacement if the next repair fails.

  • Ocker on 26/06/2020 - 11:37

    Australia generally has "soft" water so your machine should not need descaling. The prompt to descale will likely be an automated instruction.

    • 6000SUX on 26/06/2020 - 12:18

      It 'locks out' if you dont do it. So you're forced to do it.
      Plus now its shafted anyway

      • BargainCowboy on 26/06/2020 - 13:51
        +1

        That is shocking. What model is this?

        • 6000SUX on 26/06/2020 - 14:18

          This one with a silly long name. 'Nespresso Breville Creatista Plus Capsule Stainless Steel Machine'

  • [Deactivated] on 26/06/2020 - 11:53
    -1

    Ugh these machines are not designed for the poor average person!

  • Randxyz123 on 26/06/2020 - 12:33

    I would say that if it fails again then you can push them harder on a new machine.

    • 6000SUX on 26/06/2020 - 13:20

      You mean fails a 3rd time? Oh jeez

  • netjock on 26/06/2020 - 13:39
    +3

    Maybe they should ship you a loan machine like car dealers / crash repairers.

    • 6000SUX on 26/06/2020 - 14:18

      Exactly - they dont offer that though.

      • Soluble on 26/06/2020 - 15:48

        But you have a second machine anyway… Send it off and use that for the time being. If it's still not fixed this time then chase for a replacement.

        • 6000SUX on 26/06/2020 - 16:11

          You're right - no doubt I could do that. But i'd rather a replacement or refund, hence me trying to get my facts straight with potential ACCC (or similar) ammo

  • PVA on 26/06/2020 - 15:44

    So you only had it a few weeks (the second time) and it asked for a descale ?
    Surely you don’t make that many coffees.

    Is their a setting for the descale to say whether water is hard/soft. It might be set for hard. But still, asking after a few weeks. It should be months and months before a descale is needed.

    • netjock on 26/06/2020 - 15:58

      Surely you don’t make that many coffees.

      You need to drink the panic bought pods some how!

    • 6000SUX on 26/06/2020 - 16:06

      I dont to be honest. I was suprised to see it come up so quick.
      The fault is the pump, not the descaling process and how often or not its done. At least in my case.

  • H E B on 27/06/2020 - 09:34

    Its certainly annoying i dont know if i would feel as far as wronged. Electric components can get complicated with even the smallest fault.

    Without being creepy and digging into your short history can't you use your other machine or ask them for a temp replacement whilst its being sorted?

    Id be glad its all under warranty. Let the process play out they have their own hoops to jump through and if after 2/3 goes it lemons out you have a better chance of free replacement and as you would feel even more wronged at that stage demand for compensation then…

    Id be a little surprised if they didnt offer a joke of a sweetner anyway to start with.

    Just unlucky in this instance at least its not a high investment car!

  • 6000SUX on 10/07/2020 - 17:43

    New machine delivered today. Result. The threat of the ACCC did the trick.

    Massive thanks to @pantsparty and everyone else who provided constructive comments :)

Login or Join to leave a comment
Login Join