Would rate this organization in negative numbers if possible. We were one of Nespresso's original customers. We have 9 machines (not counting the two defective units awaiting replacement). I just cannot believe that Nestle would allow Nespresso customer service to degrade into what is currently is. It is impossible to contact a customer service/retention representative in the United States. You cannot even attempt to talk with the employees at a "Boutique" as the phone numbers are the toll free numbers whic connect the customer with one of the numerous "offshore" CS call centers. The CSRs are poorly trained and unable to resolve issues. The chronic fulfillment issues and late delivery performance of the past has not improved and most recently...replacement of two defective Vertuoline machines has been "bungled" in classic Nespresso form. This company most effectively conveys the message that it does not care (at all) about the people who spend obscene $ on over priced coffee and unreliable machines. In my professional opinion...this organization demonstrates "best practices" in customer alienation. 22years as a customer and that means nothing to Nespresso/Nestle. There are much better entities with which to do business. I've had it with Nespresso.