Early last month (April 2024), our Nespresso Aeroccino 3 milk frother stopped working.
We’ve only been using it a little over a year!
I Googled it and most comments said that it was most probably overheating. We here in the Philippines have been experiencing record high temps so I hoped it was just as simple as that. So I tried testing the frother at night when it was cooler, and same result – the frother would stop working after a few seconds.
I tried contacting Nespresso Philippines several ways –
First, we went to the Nespresso branch in Robinsons Magnolia to ask about it. They didn’t accept units for repair and just told us to call the Nespresso hotline, and a technician will go to our house to inspect / repair the unit.
Second, I tried calling the hotline number given to me – 8477-7870 – for several days. The automatic answering system just would not recognize any input. It would say “For Nespresso Club, Press 1”. I would Press “1” and nothing happens. It would just loop through the entire spiel and then do a goodbye spiel after 3 loops and cut the call. I was calling every day for a week hoping that their phone problem was just temporary. But here I am, May 28, 2024, I tried calling again almost 2 months later and the phone problem is still ongoing.
Third, I tried contacting Nespresso PH through their official social media. Left messages on their FB posts, messaged them through their Messenger, commented on their stories. Nada. Not even seenzoned, LOL.
Fourth, finally I tried emailing them. I was already very frustrated at this point. By this time, it was already April 26, after trying all the previous contact attempts. But finally, finally, someone responded!
They asked me to email them a video of the frother while trying to use it (using water instead of milk is okay), and they also asked for the official receipt.
But we didn’t have the official receipt anymore, because it had to be submitted for accounting purposes. Fortunately, we bought our Aeroccino as a bundle with our Nespresso Essenza Mini, which I had registered with the Nespresso Club, so I still had the date and the branch where we bought it (February 25, 2023, Podium branch).
The Nespresso rep was kind enough to look through their records and was able to find records of our purchase, and they could honor the 2-yr warranty.
Nespresso called me on a Monday, and the earliest they could have someone pick up my unit was Friday. So okay, I waited for Friday, Aeroccino packed and ready for pick up. I waited all day, but by 5pm Friday, I was annoyed that no one had come to pick it up yet!
So I emailed them again asking why no one arrived to pick it up yet since it was already past 5pm. To my surprise, they replied that the Lalamove rider they used had texted me and there was no response, including screenshot of the text message.
Huh? So I checked my texts and there it was, around 8am, was a text from some number asking if I was available so they could pick up my Aeroccino.
Sorry, but at this point, I was beyond annoyed. Okay, it was my fault for not checking my texts so early in the morning. I really did not see it. Who checks texts nowadays? It’s all spam or scam or OTPs. If it weren’t for OTPs I probably wouldn’t even open my text app. Everybody contacts me via messenger. If urgent, they will call. Who still texts, really? Even Grab delivery guys call instead of text. If I had not responded to the text because I obviously didn’t see it, the Lalamove guy could have just called, right?
So via email, we arranged for another pick up on Monday, and I told them, no need to text me. Just show up and pick up the damn Aeroccino.
Quick Turnaround for the Replacement
They picked up my Aeroccino on May 6. On May 7, they had already finished checking it and emailed me to let me know that the unit was defective.
They will be replacing it with a new Aeroccino! Yay!
Based on the evaluation conducted by our technician, your unit has a defective motor. Please be informed that Aeroccino units with a defective motor are irreparable, thus, we will be providing you a brand-new unit replacement since your Aeroccino 3 is still within warranty.
Lastly, please take note that the warranty of the new Aeroccino 3 will be a continuation of 2 years warranty from the original purchase date, hence, unit warranty is until February 25, 2025.
Should you need immediate assistance, please feel free to call our customer service hotline at (02) 8477-7870 9am to 7pm, Mondays to Saturdays. Our coffee specialists will be delighted to assist you.
Thank you and may you have more pleasurable moments with Nespresso.
I asked them if I could have a white one instead of black, since I really wanted a white one to match our white Essenza Mini, but the white Aeroccino wasn’t available at the time when we bought ours. Sadly, they said no 🙁 They can only replace it with the same color (black).
After a few days, I received our new Aeroccino!
I have been using it for a few weeks already and it’s working well.
Summary
I am so glad that our defective Aeroccino has been replaced, and once I was able to get in touch with Nespresso, the process was relatively easy although sometimes annoying.
The problem was with contacting them! In my emails to them, I usually included something like “I have been trying to call your hotline but it’s not working, it just keeps looping” to let them know, but until now they haven’t fixed it.
I don’t know if they are doing it on purpose for CYA (cover your ass) to always have an email thread.
So here are the good points regarding my warranty experience with Nespresso PH:
- they were able to honor my warranty even if I was not able to provide the official receipt, since they can check their own records and verify my purchase
- quick replies via email
- fast evaluation result
- quick replacement of defective unit
Here are the problems:
- their hotline is not working!!!! Yet their branches, emails, website, etc are all pushing customers to contact this number!
- no one is responding to their social media
- why is email the only way to contact your customer service?
- emailing is annoying because of the back and forth emailing for every question, when talking to a person live would have been faster
P.S. For those wondering why I’m using a Vietnamese phin filter for coffee ~ we sometimes get coffee beans as gifts, and it’s cheaper than a Nespresso (or compatible) pod because for my coffee latte, I need to use 2 pods because the pods are small. So I only use my Nespresso pods when I’m in a hurry, when I feel like it, or when we have guests over and I don’t want to make like 8 phin filter coffees for them.
The Nguyen Coffee Supply phin filters are good quality! Got them as a gift. So much better than the lighter weight, generic phin filters on Shopee or Lazada. They are also easy to wash and barely let through any coffee grounds vs my cheap phin filter that makes coffee with so much sediment.
