Nestle Nespresso review: Poor customer service in Turkey

Firstly I should highlight that I had been a happy customer since buying my first Nespresso machine in the UK around 18 years ago, and received excellent support both in the UK and in Kuwait (where I lived for more than ten of those eighteen years).

When I first moved to Turkiye at the beginning of 2018 my beloved Maestro Coffee machine was boxed in storage whilst awaiting finalisation of my accommodation here, and so I purchased a new Nespresso "Expert" machine. This had worked well until this summer, when I began to experience problems with the coffee flow - he manual's 'problem-solver' matrix suggested that the machine required descaling and, as I already had the descaling kit in my cupboard, I attempted to do this in accordance with the instructions provided but the process failed repeatedly so I called the number for online support. The customer support agent had no knowledge of the model, nor any idea how to fix the problem (she told me that it was an old model, even though only 4 years old!) but that she would consult with her colleagues and call me back. After waiting a week for the call back which never materialised, I made another call to Customer Service and was told that the problem needed investigation by the maintenance team. I agreed to that and requested that they collect the machine for service/repair (as per the commitment on the Nespresso Club Website) and provide a temporary replacement machine (also as per the online statement) but was told that this service was only available to customers within Istanbul - it seem the website therefore provides false and misleading information! It was therefore necessary for me to deliver my machine to a courier office 50km from my home, for onward delivery to the Nespresso maintenance department. I did this on August 14th, but received no confirmation that it had been received, so after around a week I called to ask for it's status - I was told it had arrived and would take just a few days to repair, with a fixed charge of 350 lira. I eventually received a call on 25th August to advise that my machine was repaired and ready to be returned (but at a cost of 400 lira - 50 lira more than the 'fixed' cost). Even so, I agreed to that and was asked how I wished to make payment - I asked to know the options and agreed to a credit card payment. The Customer Support agent then wanted to confirm my address for delivery but my account on the system did not show my correct address, but an address of 4 years ago which I had long-since changed online. I tried to provide my address, but the line was cut off and I immediately received an email requesting my address and chosen method of payment. Within half an hour I had replied, providing a copy of a very recent Nespresso Coffee delivery note (dated 10th August) which clearly showed my delivery address, and asking how I could make my credit card payment. I heard nothing for another week, so I called again on September 5th - the Customer Support agent checked on the system and advised that my address had still not been correctly updated - I gave to her (spelling words when requested) and she said she would update my account immediately and that the machine would be sent. I checked online the next day and was happy to see that the address had been added correctly. But another week passed with no return of my machine, so I called again on 12th September - I chose option 9 for English, but for the umpteenth time I was answered by an agent who cannot speak English more than promising that someone will call me straight back. I also sent an online message to reiterate the request of last week which I was unable to make again on the support phone line. Now - a day later - I am still awaiting either a response to my call or online message.

Frustrated and angry, I'm at a loss to know what more I must do to receive even a half-decent service and to receive my repaired machine.