I purchased a Nespresso Atelier just a few months ago (end of February) and had an issue (when the pump started working, it would leak water from the bottom). Kinda disappointed that we purchased one of their "luxury" models and it was already having such issues with minimal use, but I figure hey... just bad luck... First, we sent in a request by email for them to deal with things. No response. Called them and they said they would come pick it up, give us a replacement machine, and then return our machine within 3-5 business days. They gave us a base model, it gets the job done but no bells and whistles... fine. We'll have ours back in no time. 5 business days go by, and we call them up. They can't get ahold of the parts and need an extra day or two. Couple days go by. Nothing. Call them up AGAIN! Nothing they can do at the moment. We're nearing 3 weeks now, called again, was told they will look into it and hopefully by next week things will be sorted. Time and time again, they don't provide us with any updates. For something we paid more than $300 for, we've gotten barely any use out of it and now we're being given the run around cause they can't find a piece to fix it. We have to keep calling to get ANY information and what little information we do get is "please wait just a bit longer." All I know, is never again will I purchase from this company again lest I have to deal with this abysmal customer service...