Frequently asked questions

VERTUO Line

Original Line

• Is warranty applicable in Thailand or my NESPRESSO machine purchased overseas?

  In Thailand, we provide international warranty on the following conditions

  • Voltage is consistent to Thailand's at 220-240volts
  • Only if machine model is carried in Thailand i.e. only Essenza mini, Pixie, Citiz (Only model C112, D112, C122 & D122), Lattissima One, Lattissima Touch, Gran Lattissima, Essenza Plus and Creatista Plus.
  • The 2 year warranty period applies, from date of purchase

  For furthe clarifications, please contact the NESPRESSO Club at 1800-019-090 (toll-free everyday from 08.00am. to 07.00pm).

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• How long is the period of warranty that comes with my NESPRESSO machine? / If my machine broke down, how can Nespresso assist me? / How long will it take to repair? / How much do I have to pay if the machine is out of warranty?

  All model comes with 2 years warranty. The warranty period starts from the date of purchase which shows on the receipt.

  Need assistance about the machine, please contact NESPRESSO Club at 1800-019-090 (toll-free everyday from 08.00am. to 07.00pm), our assistance or instructions on how to proceed the basic troubleshooting before open repair ticket.

  Our trained machine specialists are qualified to carry out a full diagnosis by phone with you. If the basic troubleshooting cannot resolve, the repair service will include the following :
   
  - We will offer pick up service of your NESPRESSO machine from your home to our repair service center.
  - Offer a loan machine to use during the repair period ( model and service are subject to availability).
  - Repair of your NESPRESSO machine and a full check of its components.
  - 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.
   
  *Please note:

  For the machine that out of warranty, the flat fee is 2,400 Baht for all milk function machine and 1,900 Baht for all none milk function machine.  Customer must pay for the fees before pick up but there will be a free of charge if the machine cannot be repaired for any reason.

  During the warranty period, NESPRESSO will either repair or replace, at its discretion, any defective product at no charge to the owner. Replacement products or repaired parts will be warranted only for the unexpired portion of the original warranty or six months, whichever is greater. This limited warranty does not apply to any defect resulting from negligence, accident, misuse, or any other reason beyond NESPRESSO’s reasonable control, including but not limited to: normal wear and tear, negligence or failure to follow the product instructions, improper or inadequate maintenance, calcium deposits or descaling, connection to improper power supply, unauthorized product modification or repair, use for commercial purposes, fire, lightning, flood or other external causes. This warranty is valid only in the country of purchase or in such other countries where NESPRESSO sells or services the same model with identical technical specifications. Warranty service outside the country of purchase is limited to the terms and conditions of the corresponding warranty in the country of service. A flat fee is applied if the NESPRESSO machine is no longer under warranty.

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• 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  1800-019-090 or email from our website. A trained Coffee Specialist will be happy to assist you.

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• 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 1800-019-090 during 08:00am - 7:00pm daily or email from our website. A trained Coffee Specialist will be happy to assist you.

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• Aeroccino - 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 1800-019-090 or email from our website. A trained Coffee Specialist will be happy to assist you.

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• Aeroccino - 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 1800-019-090 or email from our website. A trained Coffee Specialist will be happy to assist you.

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• Aeroccino - 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 1800-019-090 or email from our website. A trained Coffee Specialist will be happy to assist you.

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• Aeroccino - 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 1800-019-090 or email from our website. A trained Coffee Specialist will be happy to assist you.

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• Aeroccino - 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 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 1800-019-090 during 08:00am - 7:00pm daily or email from our website. A trained Coffee Specialist will be happy to assist you.

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Product Issue

• 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.
   
  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 1800-019-090 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.

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