I love a coffee (or two) in the morning. 

However, our Nespresso machine stopped working last week, but started flashing orange lights.  I went on YouTube and diagnosed that it needed a machine flush and/or descaling.  A quick trip to the Nespresso store and I had the recommended $20 descaling solution.  

Problem Houston. The pump didn’t work to flush the machine and the lights kept flashing.  I’d flushed the $20 down the sink. 

Back to the store, this time with the machine under my arm.  There, I was told they don’t handle repairs. Instead, they gave me an 0800 # to call.  I stood in the store while a lovely person on the phone asked what procedures I’d followed.  After a time, they agreed the machine was indeed broken.  It would need to be returned.  Ideal - I was still standing in the store.  Argh – no, they don’t take returns at the store! 

Instead, I had go home, box up the machine, print a label, go online and request their courier to pick it up. The courier would then take it to a recycling centre, who examines the machine. Only then, do Nespresso authorize a new machine to be delivered.    Really?   I suggested (politely) to the Nespresso team that this is crazy. Could they not swap a broken machine for a new machine at the store?  I wanted a coffee – not hours of administration.  Nope.  That was their policy.  

So today, despite several calls, long minutes on hold listening to the Nespresso jingle, the boxed-up machine is still on my porch, awaiting pick up. That’s 3 days waiting for the courier and 5 days since it broke. 

When the George Clooney Nespresso ad next comes on TV (and that bloody jingle plays) – a long time & loyal customer will cringe.  This set me to wondering about Rotary.  

What are member services that matter in our world… and do we always get them right?    Grab a coffee (lucky you!) and please let me know what we could do better.