Nespresso Pro J620 Was Damaged During Service and Media Markt Refused to Replace It

Dear Sir/Madam, Due to your authorized service, I have had to go back and forth to the company from which I purchased the product four times. My device, which appeared to be brand new, was sent to your service only because of an issue with the water tank. While the issue with the water tank was clear, why was the device requested to be serviced? The water tank of my device was replaced, but a broken and old part belonging to someone else, which does not belong to my device, was sent back with it. Additionally, the metal surfaces of my device came back dented. When we sent it to the service for the second time, due to these issues, the newly installed water tank returned shattered, the cleaning needle was missing, there were dents on the casing, the metal panels behind the front water spray bar were scratched with stains that wouldn’t come off, and the tabs on the machine where the water tank sits were broken. Media Markt officials also saw the situation, and since I will no longer accept the device in this condition, it was sent to you again for replacement for the third time. I was called to the store with a message saying that the device was returned as if the problems were resolved, as if mocking the customer without making any point changes to my device. I saw the device in the same condition. What disrespect. Is your service approach and procedure to send the device back without acknowledging the damage done to the customer’s device, assuming the customer will accept it? I purchased this device trusting your brand. And I told everyone that I was satisfied with the device. But it seems that being satisfied with the device is not enough. There needs to be a solid, reliable understanding that stands behind the device and values customer satisfaction. This device has now become unusable in this condition. I no longer want to use this device. I request that my device be replaced with a new one.

Dear Sir/Madam, I delivered the device to the place I purchased it from on 03.12.2024. It was shipped to you on that day. Your service should have received it on 04.12.2024. Today is 06.12.2024, and you need to replace the device unconditionally with a new one. My device has been completely damaged in your service four times for reasons not caused by me, and your service returned it to me in that condition. Is there no inspection done at your end? This device keeps going back and forth to your service, and each time it returns to Media Markt with more damage, as if the problem was solved. Media Markt takes all kinds of photos of the device when delivering it to the service and sends them to you. Why doesn't your service take photos and inspect the devices during service entry and exit? Why have I been suffering due to reasons caused by you since 20.10.2024, and why do I spend my time going to the store to pick up my device four times as if the problem has been resolved? I urgently expect an explanation and solution from you.

The issue that is not caused by me still hasn't been resolved. I am not obligated to pay for the damages that occurred at the service center for almost 2 months. Please resolve my issue urgently. You are both wasting my time and damaging my product every time it is serviced. I no longer want that product; I have stated that I want it replaced with a new one.

Certainly! Here is the translated text: "The point at which we made the purchase is contacting you. We still haven't received a response from you. The solution to the problem is clear, so why is it taking so long? Look, this product is just a plastic water tank with a leak, and despite my reluctance to send the device, you requested it. The procedure to be done was to replace the water tank under warranty. Now, when my device came back from your service, it arrived with a worn-out drip part belonging to someone else and a broken base when it first went to the service, and the cleaning needle at the back was also taken. There are pictures taken in the store, both with me and at the Media Markt Izmit branch. When it came back from the 2nd service, the machine's metal cases were dented and scratched and had damage with color change on the case. The drip tray was changed, and this time the newly replaced water tank lid and case were completely broken. The main clips on the main case where the water tank fits onto were broken in three places when it came back. We sent the device back to the service for the 3rd time, saying I will never accept this device with these damages. We requested a replacement with a new one. The product was returned as if the issue was resolved, without touching anything, in a broken and damaged state. It was as if your service personnel or authority sent it without even seeing it. Is there no control or communication with the company that sent the product we purchased to you? We sent the product back to you for the 4th time. Doesn't any of your authorities or employees see this? My product, for a reason not caused by me, was shattered because of your negligent service. There is no part left undamaged or unopened. Clearly, this device has taken hits, either during transportation or at your service. I absolutely want this product replaced with a new one. A product doesn't go to service 5 times. A customer is not kept waiting this long. I don't care who is responsible. Please do what is necessary, look, I am speaking to you in Turkish..."

Dear Sir/Madam, The information you requested has been shared with the address you provided. I kindly ask you to please facilitate the replacement of this device now. For 2 months, the device has been unnecessarily going back and forth to the service, and each time it has been damaged to the point of becoming unusable. The device should have been replaced the first time it went back and forth; it should not have been sent back in this condition. I kindly request that you replace this device, which contains so much damage and issues, as soon as possible.

Dear Nespresso Representative, You requested an invoice image and the device serial number regarding my device. I have sent these to the email address you provided. No one has made any explanation about the issue. What is the current status of the process? Is my device being replaced, what is happening, what are we waiting for? Look, 2 months have passed, and still, no one has provided an explanation. What will happen, what are we waiting for? Isn't it the approval process? Will it not be replaced? What is being done, can someone please provide information... A device should not be kept waiting for 2 months. You are legally required to replace this device anyway, so what are you waiting for? Do you not have the device on hand? Are you waiting for a device from abroad? Can someone please make a statement...

Dear Nespresso Representative, I have observed that for the 6th time, the part you claimed to have recently replaced in my device was damaged, and the parts we mentioned as being damaged in your service were returned without any consideration. Just as I did not accept the device when it came back damaged from other services, I have not accepted it this time either and returned it to you. I realized what a big mistake I made by purchasing such an original and high-end device when it had to go back and forth to your service. I want you to know that I will not buy your brand's product again, and I will express the failure of this product in every field to ensure that others do not suffer. A product comes to your service, and its faulty part is replaced, but another unrelated part is replaced with a broken and old scratched part from my intact part. In subsequent services, the cleaning needle on my machine is taken, the part you replaced is broken and shattered, and the casing of my device comes back with dents and scratches. Each time we send it to the service due to issues, either the part you claimed to have replaced previously comes back damaged in the next service, or another part that was never damaged comes back damaged. In one service, it came back completely damaged, and when we sent it back to you, you returned it in the same broken and dented condition as if nothing had happened, without even opening the box. Today, this device is coming back to your service for the 6th time due to scratches, dents, and missing parts caused by your service's failure. Despite the device taking so much damage and you replacing its part, you are trying to send it back to the customer. Thanks to your service, all the originality of this device is gone. For the issue with the water tank, which is clearly leaking from the outside of the device, you requested my device to the service and ruined all its originality, sending it back with missing or changed parts. This device is not suitable for use in this condition. It needs to be replaced with a new one. I ask if this is how your company resolves customer grievances... A device does not go back and forth due to service-related issues 6 times, nor is it kept waiting for over 2 months... The replacement of this device with a new one is long overdue. I find it difficult to understand your insistence on not making the replacement... Is this how you find a solution when something entrusted to you is damaged due to an issue caused by you?

Our problem still hasn't been resolved, and my device keeps coming back from each service with new dents and damages. When will this device be replaced? It has already been over 2 months. Why can't the Nespresso company find a solution to this? Why don't you replace the device you damaged? What is your responsibility as a company?

The Nespresso brand not only fails to solve the customer's problem but also seems to mock the customer by showing the product in a more damaged state every time they call to say they have fixed it. You have honestly made me lose interest in this device that I used to love. Not only can I not find anyone to speak to or address my concerns, but no one provides any feedback. We don't know the condition of the device, and we wonder what else might happen to it, but I am sure your service approach will manage to do even more. I have no doubt about that...