Machine Repair and | FAQ | Nespresso Taiwan

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TOP 5 FAQ

  • How can I learn about Nespresso promotions?

    We have a variety of special offers throughout the year, exclusively for Nespresso Club Members. The best way to receive special offers is by email and SMS. You may join our mailing list by logging into your account, clicking “Contact Preferences” from the drop-down menu.

    Be sure to add nespresso@emailing.nespresso.com to your safe-senders list to ensure these emails are not blocked or filtered out by spam filters.

    We also invite you to follow Nespresso on Facebook for exciting news, recipes, and offers.

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  • Do you intend on selling in supermarkets, such as PXMART and Costco?

    It is not our intention to begin selling in supermarket chains. Nespresso’s unique business model allows us to guarantee quality at every stage of the value chain, to offer a direct relationship with our Club members as well as a holistic approach to sustainable development from cherry to cup.

  • Nespresso machine repair service

    If you believe your Nespresso machine is defective, please contact the Nespresso Club at 0809 001 886 (toll-free) or by email for technical assistance or instructions on how to proceed with a repair.

    Our trained machine specialists are qualified to carry out a full diagnosis by phone as soon as you call them. If appropriate, they will advise that you opt for the Nespresso Assistance Package, which includes:
    - The collection of your Nespresso machine from your home or an address of your choice (excluding outlying island areas).
    - Repair of your Nespresso machine and a full check of its components, repair duration: 5-7 working days.
    - Return of your Nespresso machine to the same collection address.
    - Repaired parts will be warranted for the unexpired portion of the original warranty or six months, whichever is greater.

  • There is no water coming out of the coffee outlet. What can I do?

    If you press a cup button and no water comes out of the spout, it is possible that the machine has an air bubble which most often occurs when the tank runs empty or after a period of non-use.

    Inissia/ Essenza mini/ CitiZ/ Pixie/ Expert/ Lattissima / Lattissima One/ Maestria / Creatista owners can fill the water tank, eject any capsule in the chamber, close the coffee lever and press the large cup button. The auto-prime function will push the air from the circuit. When water begins to flow through the spout, the air bubble has been released.

    For U and Prodigio machine user, please open and close the slider few times. When water begins to flow through the spout, the air bubble has been released.

    *Please note, we will suggest you to rest your coffee machine for 30 minutes after 5 trials.

    For any further information on your machine, please contact the Nespresso Club at 0809 001 886 (toll-free) or by email.

  • How often should I descale my Nespresso machine?

    In order to keep your Nespresso machine in optimal condition, if you are using Lattissima series or Maestria series coffee machine, please descale your coffee machine once the descaling alert is on. For machine other than these, you are advised to descale your machine every 1 or 1 and half year. The harder the water in the area where you live is, the more often you need to descale your Nespresso machine.

    Water residue and limescale can accumulate within the system. It may not only affect the temperature, flow and quality of your espressos but it may also shorten the life of your machine.

  • How to use Nespresso coffee machine and Aeroccino milk frother?

    You may download the machine user manual or watch tutorial videos for the use and care of your Nespresso machine.

    This collection includes the care and cleaning of your Aeroccino, directions for use, cup size programming, descaling and activating the pump system.

    For further assistance on other models, please refer to your user manual or contact the Nespresso Club directly via our toll free number 0809 001 886 or email from our website. A trained Coffee Specialist will be happy to assist you.

  • Nespresso machine repair service

    If you believe your Nespresso machine is defective, please contact the Nespresso Club at 0809 001 886 (toll-free) or by email for technical assistance or instructions on how to proceed with a repair.

    Our trained machine specialists are qualified to carry out a full diagnosis by phone as soon as you call them. If appropriate, they will advise that you opt for the Nespresso Assistance Package, which includes:
    - The collection of your Nespresso machine from your home or an address of your choice (excluding outlying island areas).
    - Repair of your Nespresso machine and a full check of its components, repair duration: 5-7 working days.
    - Return of your Nespresso machine to the same collection address.
    - Repaired parts will be warranted for the unexpired portion of the original warranty or six months, whichever is greater.

  • How much does a repair cost?

    During the warranty period of two years after purchasing your machine, and as long as you can provide the purchase receipt, you are entitled to free repairs.

    In case the machine is out of warranty or the warranty conditions do not apply to your particular case, you will be presented with a quote based on which you can decide whether you’d like to proceed with the repair.

  • How long is the Nespresso machine warranty?

    In Taiwan you have a 2 year warranty on all machines and Aeroccino as long as you can provide the proof of purchase and serial number of your machine.

  • Where can I find my machine serial number?

    As there are various serial numbers on the box and at the base of the Nespresso machine, the Nespresso serial number can be located in one of the following places:
    - On the Drip Tray, printed on a removable sticker
    - At the base of the machine, printed on a removable sticker
    - On the original box the machine arrived in

    The serial number consists of 19 alphanumeric characters which generally start with a '0' (zero). All letters are in Upper Case.

  • My machine pours a short cup of coffee. How can I change the quantity?

    If you are not happy with the amount of coffee that your Nespresso machine provides, you can reset the amounts delivered.

    Essenza/Maestria/Cube/Citiz/Pixie/Inissia/Lattissima machine can be reset as follows: Take a capsule and place a cup under the coffee spout. Press the coffee button and keep pressing until you have reached the required amount of coffee.

    For Expert machine: Choose the beverage selection dial you would like to reprogram, long press the brewing button until you have reached the preferred amount. (Americano needs to configure twice as one for coffee and one for water)

    For Creatista machine: coffee volume can be changed under each drink setting.

    For U machines: Open the slide, put a capsule in the machine and a cup under the coffee sprout. Hold your finger on the button you want to reprogram and close the slide. Take your finger from the button when you have the desired amount of coffee in the cup. The other 2 coffee buttons will blink to confirm.

    This quantity will be the saved in the memory of your machine. In future, your cup will be filled to this new level. The programming can be done for all coffee buttons on your machine.

    Details of quantity changes for all machines please refer to Machine assistance.

  • There is no water coming out of the coffee outlet. What can I do?

    If you press a cup button and no water comes out of the spout, it is possible that the machine has an air bubble which most often occurs when the tank runs empty or after a period of non-use.

    Inissia/ Essenza mini/ CitiZ/ Pixie/ Expert/ Lattissima / Lattissima One/ Maestria / Creatista owners can fill the water tank, eject any capsule in the chamber, close the coffee lever and press the large cup button. The auto-prime function will push the air from the circuit. When water begins to flow through the spout, the air bubble has been released.

    For U and Prodigio machine user, please open and close the slider few times. When water begins to flow through the spout, the air bubble has been released.

    *Please note, we will suggest you to rest your coffee machine for 30 minutes after 5 trials.

    For any further information on your machine, please contact the Nespresso Club at 0809 001 886 (toll-free) or by email.

  • I find coffee grounds in my cup. Is this normal?

    If a capsule is damaged (before or during the extraction), coffee grounds can be found into the cup. Check that a capsule was not crushed while closing the lever/slider. If so, rinse the system and look for the problem, such as:
    - full capsule container
    - capsule stuck in the capsule cage
    - capsule stuck in the extraction chamber

    Extraction system opened too soon (during or just after extraction). Wait 2 to 3 seconds before opening the extraction system.

    For any further information on your machine, please contact the Nespresso Club at 0809 001 886 (toll-free) or by email.

  • There is sometimes water in the drip tray. Where does this come from?

    There will always be some water in the drip tray as every time you eject a capsule, the remaining water from the capsule chamber is released into the drip tray.

  • My machine switches itself off after a while.

    Our machines are equipped with an ‘OFF mode’ which means that the machine turns itself off of inactivity to minimise the energy use.

  • How often should I descale my Nespresso machine?

    In order to keep your Nespresso machine in optimal condition, if you are using Lattissima series or Maestria series coffee machine, please descale your coffee machine once the descaling alert is on. For machine other than these, you are advised to descale your machine every 1 or 1 and half year. The harder the water in the area where you live is, the more often you need to descale your Nespresso machine. Water residue and limescale can accumulate within the system. It may not only affect the temperature, flow and quality of your espressos but it may also shorten the life of your machine.

  • How should I maintain my Aeroccino?

    Please clean the Aeroccino after each use. Rinse it with cold water and use a soft cloth for cleaning. Never use aggressive cleaning materials because the teflon-cover could be damaged.

    1. It is necessary to clean the bottom of the jug after each single preparation to avoid the problem of milk remaining and it is impossible to clean the bottom of the jug (persistent milk deposit).
    2. The milk remainders can become odorous. It is necessary to clean the bottom of the jug after each single preparation with a damp cloth to avoid the problem.
    3. Use a damp cloth to clean the Aeroccino. Don't place it in the dishwasher. Start the cleaning procedure (refer to user manual for description of procedure). Repeat the procedure if needed.

    If you require further support for your Aeroccino, or any other machine related matters (including warranty claims), please contact the Nespresso Club directly via our toll free number 0809 001 886 or email from our website. A trained Coffee Specialist will be happy to assist you.

  • Aeroccino Troubleshooting: Burn Marks

    The burn marks you are experiencing are a build up of milk proteins over the heating element. These will need to be removed in order to avoid further complications with your Aeroccino. The following steps are recommended:
    - The use of a Teflon-safe (or non-stick) scourer on the inside surface of your Aeroccino to remove the burnt patches of milk.
    - Cleaning the inside of your Aeroccino, as above, after every use.
    - Ensuring the inside of your Aeroccino remains free from any scratches or permanent marks.

    If you require further support for your Aeroccino, or any other machine related matters (including warranty claims), please contact the Nespresso Club directly via our toll free number 0809 001 886 or email from our website. A trained Coffee Specialist will be happy to assist you.

  • Aeroccino - Cannot turn on

    If the Aeroccino does not switch on, first of all try a different socket. Ensure that the Aeroccino is placed on the base correctly before pressing the ON button. Be aware that the machine device will not respond when it is cooling down.Aeroccino might be overheated. Please fill it up with cold water or icecubes and wait for 30 minutes.

    Rinse inside of the jug and the whisk with cold, running water and make sure to wipe with a damp, non-abrasive sponge or paper towel to remove milk residue after each time use. Milk residue maybe burnp your Aeroccino.

    If you require further support for your Aeroccino, or any other machine related matters (including warranty claims), please contact the Nespresso Club directly via our toll free number 0809 001 886 or email from our website. A trained Coffee Specialist will be happy to assist you.

    - Using the Aeroccino again immediately after first use: The Aeroccino has a safety thermostat that stops the spinning and heating of milk if the temperature is too high. This is to prevent it from burning out. It must be rinsed with cold water, cleaned and allowed to cool before using again.

  • Aeroccino Troubleshooting: Milk not frothing

    This is evident when there are little to no air bubbles after an attempted cycle of milk using an Aeroccino with the desired whisk attached. Your Aeroccino should have 2 different whisks attachments. One to heat milk (without spring), the other to heat and make foam milk (with spring). To create more milk foam please use whisk with spring when heating your milk.

    The amount of froth produced by the milk, is dependant on the amount of protein present in your milk of choice. The protein content can vary between batches of milk, meaning that one bottle of milk may produce a different level of froth to another. This can also vary seasonally - most notably during the warmer months. We advise the most effective resolutions are to:
    - Ensure your Aeroccino is functioning correctly - whisks spin, milk heats and red light does not flash
    - Trial with a different bottle/type of milk

    If you require further support for your Aeroccino, or any other machine related matters (including warranty claims), please contact the Nespresso Club directly via our toll free number 0809 001 886 or email from our website. A trained Coffee Specialist will be happy to assist you.

  • Aeroccino - Milkfroth is not hot enough

    Please note that the Aeroccino is designed to warm the milkfroth to the temperature of 60 to 70 degrees only for optimal forth results.

    If you require further support for your Aeroccino, or any other machine related matters (including warranty claims), please contact the Nespresso Club directly via our toll free number 0809-001-886 or email from our website. A trained Coffee Specialist will be happy to assist you.

  • Aeroccino - Milkfroth is of low quality

    Check type of milk: 1,5% fat content, stored cool, package should be open max. 2 days

    Please note that 50% milk froth, 50% warm milk is normal.

    If you require further support for your Aeroccino, or any other machine related matters (including warranty claims), please contact the Nespresso Club directly via our toll free number 0809 001 886 or email from our website. A trained Coffee Specialist will be happy to assist you.

  • Aeroccino - Why is my Aeroccino overflowing?

    The Aeroccino is a thermostatic (temperature sensitive) device which automatically powers off after reaching a set temperature. It does not detect the amount of froth being produced in the jug. As the Aeroccino is designed to heat the jug and rotate the whisks, it is functioning properly.

    Be sure that the correct max fill line was utilized with the correct whisk. When using the frothing whisk, which has a coil for cappuccinos and macchiatos, fill milk to the lower maximum fill line. When using the hot milk whisk for lattes, you can fill it to the higher maximum fill line.

    Different brands and types of milk will produce different qualities/quantities of froth. We find that UHT (Ultra High Temperature) milk produces very consistent froth. Milk quality fluctuates throughout the year, so the same brand and fat content may produce a different froth in the spring than it does in the winter.

    If your Aeroccino begins to overflow, you can safely remove it from its base without damaging the device.

  • Aeroccino Troubleshooting: Whisks not spinning

    Nudge the whisk slightly; it might be that the magnetism stopped for a short time. Check the function of the other whisk if it's working.

    Rinse inside of the jug and the whisk with cold, running water and make sure to wipe with a damp, non-abrasive sponge or paper towel to remove milk residue after each time use.

    For the Aeroccino 3, Check that the ON-OFF button is ON (red LED lighted)

    If you require further support for your Aeroccino, or any other machine related matters (including warranty claims), please contact the Nespresso Club directly via our toll free number 0809 001 886 or email from our website. A trained Coffee Specialist will be happy to assist you.

  • Aeroccino Troubleshooting: Flashing red light

    If the red light on your Aeroccino is flashing continually and the heating cycle stops prematurely, it means that your Aeroccino has detected that it is heating up too quickly. Please find below some common causes and resolutions for this:
    - Using the Aeroccino again immediately after first use: The Aeroccino has a safety thermostat that stops the spinning and heating of milk if the temperature is too high. This is to prevent it from burning out. It must be rinsed with cold water, cleaned and allowed to cool before using again.
    - Traces of milk left in the Aeroccino: The Aeroccino must be thoroughly cleaned after each use. If traces of milk are left in it, the temperature rises very fast and the Aeroccino stops spinning and heating much earlier. We suggest that the inside of your Aeroccino should be thoroughly cleaned with cool water and a Teflon-approved or non stick scourer after every use. It is advised to also rinse the whisk used to maintain the quality of your unit.

    If you require any further support for your Aeroccino (including warranty claims), please contact the Nespresso Club directly via our toll free number 0809-001-886 or email from our website. A trained Coffee Specialist will be happy to assist you.

  • How do I order spare parts for my machine?

    You can order Spare Parts online or by calling us.

    You can also find a limited selection of Spare Parts online here. It is best to read the full description of the part to ensure you are purchasing the correct part for your machine model.

    Over the phone, we can help with additional part purchases, as well as troubleshooting your machine if you are experiencing technical issues. You can reach us on 0809 001 886 (toll-free).

    Order Spare Part Online >
If your question is not listed, please contact us by email or call our toll-free number 0809 001 886 (service hour: 08:00 - 22:00).