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Care Packages
Our different service packages include a host of services to make sure your machine keeps performing on the highest possible level to ensure the best coffee result in cup.
- Carefree enjoyment Depending on your machine, you will receive: maintenance products, annual maintenance and unlimited repairs within 2 working days.
- Always on standby Something wrong with your machine? You can reach out to our technical experts quickly and easily on our toll-free number. Everything to help you out!
- Cost-efficient You pay a fixed amount annually for unlimited benefits. No hidden conditions.
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FAQ
Am I obliged to purchase a Care Package when buying a machine?
No, you are not obliged. However, the quality of your coffee is dependent on a well-functioning machine. Therefore Nespresso Professional strongly advises you to subscribe for a service package that is adapted to your specific needs. When you choose to not subscribe to one of our care packages, you automatically opt for our ‘Pay as you go’ option. In this case, you pay per intervention/service requested.
I have a machine in operating contract, do I need to pay for the technical interventions?
As an operating customer, the care package is included. Please find the details of the conditions in your operating contract. If you want a shorter intervention time (1 working day, 4 hours and/or weekend service), an additional fee will be charged.
I have multiple machines, do I: need a package per machine?
Yes you do.
Do I benefit from entitlements of the Care package bought for one machine on another? (f.ex. the maintenance visit)
If you own a machine park with multiple Nespresso machines you will need a service contract per machine. Of course, you can choose different packages per machine, depending on the level of consumption and the placement of the machine. Nespresso Professional will propose you the right solution for your machine park. The different entitlements are on the other hand not cumulable and are only valid for the machine(s) registered on that contract.
(*) see your operating contract for the details of the conditions
What is the term of the contract, when does it start & what happens when it comes to an end?
Each Nespresso Professional machine has a warranty of 12
months. The chosen care package will be activated as from day one and will be invoiced directly. When purchasing a Care package you benefit from
our services for 12 months. The contract will be renewed automatically. Before its
renewal, you can change the contract given a notice period of 3 months.
All contracts have a maximum duration of 5 years, except for the Nespresso Momento
which is 10 years. When the contract has reached its maximum duration, requesting a
service for your machine is of course still possible. However, it will be under the
conditions of the 'Pay as you go' option.
Where can I find the start date of my care package coverage?
The start date of the contract is the invoice date that is generated by subscribing to the care packages. If you wish to receive more information on the term, start and end date of your care package(s), please contact the customer relationship center (0800/496 53). They will provide you with all the requested information.
I don’t have a Care package and my machine is broken. What will happen?
If you choose not to subscribe to the Care packages, your machine will be serviced to ‘Pay as you go’ fees which are described in the contract.
Is there a warranty on the intervention?
Yes, there is. After each technical intervention, you benefit from a 3 months warranty on this service (*). The warranty is valid as from the date of delivered service.
(*) This excludes the preventive maintenance and any issues caused by a mishandling of the machine.
I want a technical service in 24 hour/4 hour or during the weekend. Can I request this?
Yes, it can be requested at our customer relationship center. Bare in mind that for this faster delivered service, the corresponding ‘Pay as you go’ fee will be invoiced.
When do I receive the care products?
When you purchased a Care package, you will receive machine care products on a regular basis. The products include water filter(s) and descaling fluid. These will be automatically included in your coffee order.
What if my machine has a direct water connection?
If your machine has a direct water connection, there is an external water filter installed. This filter has to be changed once a year by a technician. The care products will thus be replaced by one DWC (direct water connection) visit per year. This visit will be automatically planned & you will be informed about when this visit will occur.
When do I receive the preventive maintenance visit?
As you are entitled to this service by choosing your care package, Nespresso Professional will auto-plan this service for you. A few days upfront, you will be contacted to discuss your availability. We want you to have peace of mind!
What do I do when my machine is broken?
In case your machine is malfunctioning, we advise you to
consult our online assistance on the webpage /pro/lu/en/pages/services.
Our customer relationship center is available on the free phone number
0800 496 53 to diagnose the technical issue and plan in a technician
following the service level agreement of your service contract.
What is ‘Pay as you go’? Is there a term on this option? When does it end?
‘Pay as you go’ is the option that is
activated whenever you choose not to subscribe to a Care package on your
machine(s) or whenever the maximum duration of a Care package is reached.
The first year of machine purchase you will of course benefit from the manufacturer
warranty. After this warranty, service delivered by our after sales service will be
invoiced against fixed fees. This option has no term and will last until your
machine is deemed irreparable.
Can I change from ‘Pay as you go’ to a Care package?
You can choose to subscribe to the Care packages at any time. As the Care packages can have a maximum term of 5 or 10 years, the number of automatic renewals of the contract will be adapted to the age of your machine.
What is seen as mishandling of the machine? What can I expect in this case?
If the technician determines that your machine is out of service because of mishandling, the service will be invoiced in correspondence to the ‘Pay as you go’ fees. The following list of situations will be seen as mishandling.
- Improper use of the Nespresso professional coffee machine
- Insufficient cleaning (daily maintenance, descaling and changing of water filters)
- Insufficient supply or quality of water and/or electricity.
- Milk froth: use of hot or the wrong type of (not UHT) milk
- Fire and water damage.
- Damage caused or machine parts breaking off (including the cup holder, water tank, drip tray grid, capsule container, water tank door, cleaning key) due to the customer’s actions.
- Adjustments to the settings made at the customer’s request.
- Request to carry out repairs outside the specified time frame.
- Visit during which no defect can be detected as a result of a refusal to troubleshoot.
