Technical Support

Pick-up Service

Pick-up Service is Nespresso’s special service that collects your machine and safely delivers it back to a location of your choice after repair by submitting a simple request through Nespresso Club (080-734-1111, year-round 24-hour operation, free-of-charge calls).

Machine Inspection via Call

Contact Nespresso Club (080-734-1111) and inspect your machine over the phone based on the symptoms.

Request for Pick-up

If your machine requires to be repaired, request for our pick-up service through our Coffee Specialist. Discuss rental machine options and select a date you wish to receive the package box required to send your machine for repair. If it requires a repair with charge, the cost for the rental machine will be charged.

Machine Repair Request

If your machine requires a repair with charge, the repair cost shall be paid. When the repair service center receives the request, information including a visit data and a link for delivery tracking will be sent to you via SMS.

Prepare for Pick-up

Prepare for your machine to be picked up. Separate the water tank, coaster, and capsule container, which may be damaged or lost during delivery. Refer to the precautions for repair* and only use general wrap to wrap the main body of the machine.

Machine Handover

Receive your rental machine (only if you made a request) and give your machine that requires repair to Nespresso’s designated delivery messenger.

Machine Repair

A text message will be sent to you when your machine arrives at the repair service. Repair will be conducted.

Complete

When the repair is complete, a text message will be sent to you to let you know that the repair has been completed and your machine has been sent out for delivery.

Precautions for Repair*

* Please use a general wrap when wrapping your machine as Magic Wrap leaves a mark on the surface of the machine.

* If your request for repair is due to a symptom of leakage, your machine may require a water tank inspection. Instructions will be provided when you submit your request for repair.

Machine Maintenance and Disassembling & Cleaning (Service with Charge)

You may request for your machine to be disassembled for cleaning and descaling as service with charge.

* Descaling refers to removing the scale built up inside the machine. You can find instructions and videos on how to descale on our ‘How to Use’ menu of ‘Machine Instructions’.

* Coffee stain and color change due to long-term use of a machine cannot be removed by disassembling for cleaning or descaling. You may make a purchase via Nespresso Club (080-734-1111, year-round 24-hour operation, free-of-charge calls).

Submit Request for Cleaning and Descaling

Contact Nespresso Club (080-734-1111) and submit your request for disassembling & cleaning and descaling.

Payment of Cost

Make payment of the cost charged. The cost of disassembling & cleaning and descaling is the same to general repair with charge cost.

Prepare for Machine Pick-up

Prepare for your machine to be picked up. Separate the water tank, coaster, and capsule container, which may be damaged or lost during delivery and only use general wrap to wrap the main body of the machine.

Machine Handover

Wrap your machine referring to the precautions for machine disassembling & cleaning*. Receive your rental machine (if you made a request) and give your machine that needs maintenance to Nespresso’s designated delivery messenger when he or she makes a visit.

Disassembling & Cleaning and Inspection

A text message will be sent to you when your machine arrives at the repair service. Disassembling, cleaning, descaling, and inspection of consumable parts will be conducted.

Complete

When disassembling & cleaning and inspection is complete, a text message will be sent to you to let you know that maintenance has been completed and your machine has been sent out for delivery.

Precautions for Machine Disassembling & Cleaning*

* Please use a general wrap when wrapping your machine as Magic Wrap leaves a mark on the surface of the machine.

* Water tank and capsule container are not replaced during disassembling for cleaning and descaling. You may make a separate purchase via Nespresso Club (080-734-1111, year-round 24-hour operation, free-of-charge calls).

* There may be water or coffee grounds found in your machine after disassembling for cleaning and descaling. This is due to testing coffee extraction before releasing the machine.