Nespresso: The c.s. agent did not understand the question...

A Nespresso customer review by GetHuman user ~coffee lover from November 3rd, 2017

Background on ~coffee lover's case

GetHuman: ~coffee lover - can you tell our other Nespresso customers when your case took place?
~coffee lover: Yeah. It was middle of the night, on October 27th.
GetHuman: Did you reach out to Nespresso, and if so, how?
~coffee lover: I used the 800-562-1465 number I found for on the GetHuman Nespresso customer phone number page I was on: Nespresso Customer Service Phone Number
GetHuman: And which of these common Nespresso customer issues best describes the reason you wanted to talk to them?
(Shows ~coffee lover a list of common Nespresso problems)
~coffee lover: "Complaint" was why I was trying to call.

~coffee lover's review of Nespresso customer service

GetHuman: So how would you sum up your experience for GetHuman's Nespresso customer community? We'll censor any IDs, numbers, or codes and any inappropriate words here out of respect to the millions of other customers using this resource.
~coffee lover: The c.s. agent did not understand the question and refused to transfer to a supervisor. Kept repeating the same information over and over and trying to convince me to allow Nespresso to service the machine if I am unhappy. I was not unhappy with the machine rather, simply asked if one of my machines characteristics is common to the machine. Finally, call was tranferred to a supervisor and confirmed the machine is functioning normally and within all known limits. No apology regarding previous employee and quickly said bye and hung up while I had a second issue to discuss.
GetHuman: Let's quantify your experience contacting Nespresso. On a scale of 1 to 5, how easy is it go get help on a Nespresso problem?
~coffee lover: I'd give them a five out of five for ease of finding your way to help.
GetHuman: What about quality of communication. How would you rate that on a 1 to 5 scale?
~coffee lover: I'd give them a four out of five on communication.
GetHuman: And what about Nespresso's ability to quickly and effectively address your problem?
~coffee lover: For that I would say five out of five.
GetHuman: And finally- any advice for other Nespresso customers?
~coffee lover: Call them early in the day or late. Don't forget any personal or account information you might need for Nespresso to know who you are.
GetHuman: Well there you have it. Some useful feedback and words from ~coffee lover taken from his Nespresso customer service problem that occurred on October 27th, 2017.

Nespresso

4.57 of 5 stars | 38 reviews

~coffee lover's Nespresso Review

Difficulty of finding help
5 out of 5 stars
Quality of communication
4 out of 5 stars
Timeliness and professionalism
5 out of 5 stars
Overall customer service rating
5 out of 5 stars

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