Am I obliged to purchase a Service 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 service packages, you automatically opt for our ‘Pay as you go’ option. In this case, you pay per intervention/service requested.

I consume a rather big volume, which service package is the most suited for me?

To guarantee the quality of the coffee, the machine must be in a perfect state. We advise you to take contact with your commercial representative to find the service package that best answers to your needs.

Can I buy a Service Package online?:

If you purchase a Zenius machine online, you can choose to either subscribe for the Essential package or opt for the ‘Pay as you go’ option. In case you want an Essential+ package, please contact our customer relationship center (0800/496 53). All other Nespresso machines are not sold online.
To subscribe for a service package for your existing machine(s), we advise you to contact our customer relationship center (0800/496 53).

I have a machine in operating contract, do I need to pay for the technical interventions?

Nespresso Professional takes care of its machines. As an operating customer, the Comfort package is included. Please find the details of the conditions in your operating contract. If you want a shorter intervention time (1 working day), an additional fee will be charged.

I have multiple machines, do I: Need a package per machine? Benefit from entitlements of the Service Package bought for one machine on another? (f.ex. the Care visit)

Yes you do.
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 service package will be activated as from day one, but is invoiced as from the second year. When purchasing a Service 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.

Can I change the contract while it is active? For example, from Essential to Comfort(+)?

No, you cannot switch service packages while they are still valid (12 months). When the contract comes to an end, you are of course always free to change the package given a notice period of 3 months.

If you choose a faster intervention time (Essential+ or Comfort+), a fee for this will be invoiced in year one.

Where can I find the start date of my service package coverage?

The start date of the contract is the invoice date that is generated by subscribing to the service packages. If you wish to receive more information on the term, start and end date of your service 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 Service Package and my machine is broken. What will happen?

If you choose not to subscribe to the Service 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 care visit, preventive maintenance and any issues caused by a mishandling of the machine.

I bought an Essential or a Comfort package but I want a technical service in 24 hour. 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 Service package, you will receive machine care products 3 times a year. 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.

What is the difference between a care visit and a preventive maintenance?

During the care visit, the technician will descale your machine, change the water tank filter and check the functionalities. During the preventive maintenance, some technical parts will proactively changed to avoid functional problems. The Nespresso Momento might require a preventive maintenance, which depends on the frequency of use of your machine. The year that the Nespresso Momento requires this preventive maintenance, it will replace the default care visit that is included in a service package. The Aguila machine needs a preventive maintenance each year.

When do I receive the care visit, DWC visit or preventive maintenance?

As you are entitled to this service by choosing the Comfort (+) 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 https://www.nespresso.com/.

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 Service Package on your machine(s) or whenever the maximum duration of a Service 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 Service Package?

You can choose to subscribe to the Service Packages at any time. As the Service 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.