Campaign Customer Care Manual - argomarketinggroup.comargomarketinggroup.com/ShiftP/Nestle/CS/CCM...

Nestle Dolce Gusto Inbound Customer Service

https://www.dolcegustocoffee.com Support Email: n/a

Phone: (800) 200-6640 Support hours: 24/7 Support

Date last revised: 12/29/2014

Campaign Customer Care Manual





This Manual represents the user guide to providing our customers the best in customer care. It is our goal to give the customers the support that results in high buyer satisfaction and allows us to show that our company is consumer-centric in all aspects of interaction with our customers. The following is the

outline of the information that is provided in this manual. It will be specific for each of our products.

CRM Information:

This client utilizes Magento CRM for all of its customers. Unique agent logins will be provided prior to launch with the campaign. As an account specialist you will be responsible for this information and managing your logins. This information is not to be shared with any other individual and must be kept confidential.

Actions that are approved within this CRM:

Updating customer billing/shipping information

Suspend qualifying shipments

Adding notes of actions to each customers record

Disposition Definitions:

Below please find a list of the approved dispositions for this campaign along with the corresponding definition. After each call, you are required to select the best-fit disposition for this phone call.

PRE dispositions will be used for Intra orders, POST dispositions will be used for continuity shipments.

Disposition Disposition Definition

New Order

Customer contact customer service to place a new order (first-time order), all revenue is tracked within reporting.





Reorder Customer

Customer contact customer service to place a new order (reorder customer), all revenue is tracked within reporting.

PRE CX No Reason Customer called within trial to cancel, would not provide reason.

PRE CX Technical Issues Customer called post trial to cancel, had technical issues, unable to save.

PRE CX Too Expensive Customer called within trial to cancel, stated that the product was too expensive.

PRE CX Too much product Customer called within trial to cancel, stated that they had too much product.

PRE CX Didn't agree/Doesn't like continuity

Customer called within trial to cancel, claims that they did not agree to continuity or doesn't like the program.

POST CX No Reason Customer called post trial to cancel, would not provide reason.

POST CX Too Expensive Customer called post trial to cancel, did not get the expected results with the product.

POST CX Technical Issues Customer called post trial to cancel, had technical issues, unable to save

POST CX Too much product Customer called post trial to cancel, stated that they had too much product.

POST CX Didn't agree/Doesn't like continuity

Customer called post trial to cancel, claims that they did not agree to continuity or doesn't like the program.

Save Perk Points Customer called in to cancel, saved with an offer of Perk Points.

Save Re-pitch Product Benefits

Customer called in to cancel, saved with no discount and re-pitched benefits of the product.

Save Move next ship date

Customer called in to cancel, saved with extending the next ship date on the product. This save process involves walking the customer through the mothership site.

Save Customize continuity

Customer called in to cancel, saved with customizing continuity (i.e. cycle, product) This save process involves walking the





customer through the mothership site.

Product Question Customer called in with questions on how to use and/or questions on the product.

Shipping Question Customer called in with questions in regards to shipping (i.e. tracking requests)

Refund Inquiry Customer called in with questions in regards to refund (i.e. refund status)

Update/Change Address Customer called in to update address on file.

Escalation Account was not handled at agent level, management had to assist with resolution.

Test Call Non-customer call, test call made.

Hang Up/ No Answer Hang Up/ No answer when agents answers phone call.

Wrong Number Non-customer call, wrong number.

Campaign Information:

All products under this campaign can be cross-referenced. If the customer calls, emails or initiates a chat with customer support, it is required to make sure they are fully resolved with all products before

ending the call.

The following products and up-sells are available for customers to purchase:

MANUAL MACHINES: NESCAFÉ® Dolce Gusto® Piccolo™ – $99.99 NESCAFÉ® Dolce Gusto® Melody™ 2 – $129.99 NESCAFÉ® Dolce Gusto® Circolo™ – $149.99 AUTOMATIC (FLOW STOP): NESCAFÉ® Dolce Gusto® Genio™ – $129.99 –$139.99 NESCAFÉ® Dolce Gusto® Circolo™ Automatic – $179.99

NESCAFÉ® Dolce Gusto® Creativa™ – $199.99

Black Coffees:

Americano





Grande Intenso

Lungo

Lungo Decaffeinated

Espresso

Morning Blend

Specialty Coffees:

Cappuccino

Skinny Cappuccino

Chococino

Latte Macchiato

Caramel Latte Macchiato

Vanilla Latte Macchiato

Mocha

Chilled Drinks:

Ice Cappuccino

Peach Iced Tea

Exotic Drinks:

Chai Tea Latte

Customers can contact support through the following avenues:

Inbound Customer Service: (800) 200-4878

Inbound Sales: (800) 200-6640 Customer Email Support: n/a

Website [Chat Feature]: n/a

Main Policies and Procedures: Warranty Information: Please note that the below information is for reference only, if customer calls in regarding the warranty, we can only answer questions based on the information provided below. Any other inquiries will need to be transferred outside of Argo to be serviced. NESCAFE Dolce Gusto and DeLonghi Coffee Machines Limited Warranty





This warranty applies to all products with De’Longhi and NESCAFÉ® Dolce Gusto® brands.

What does the warranty cover?

We warrant each appliance to be free from defects in material and workmanship. Our obligation under this warranty is limited to repair at our factory or authorized service center of any defective parts or part thereof, other than parts damaged in transit. In the event of a products replacement or return, the unit must be returned transportation prepaid. The repaired or new model will be returned at the company expense.

This warranty shall apply only if the appliance is used in accordance with the factory directions, which accompany it, and on an alternating current ( AC ) circuit.

How long does the coverage last?

This warranty runs for two years (2) from the purchase date found on your receipt and applies only to the original purchaser for use.

What is not covered by the warranty?

The warranty does not cover defects or damage of the appliance, which result from repairs or alterations to the appliance outside our factory or authorized service centers, nor shall it apply to any appliance, which has been subject to abuse, misuse, negligence or accidents. Also, consequential and incidental damage resulting from the use of this product or arising out of any breach of contract or breach of this warranty are not recoverable under this warranty. Some states do not allow the exclusion or limitation of incidental or consequential damage, so the above limitation may not apply to you.

The warranty does not cover appliances that do not work properly because they have not been descaled.

How do you get service?

If repairs become necessary, please contact us at 1-800-745-3391, we’re available Monday – Friday, 8am to 8pm Eastern Standard Time.

The above warranty is in lieu of all other express warranties and representations. All implied warranties are limited to the applicable warranty period set forth above. Some states/countries do not allow limitations on how long an implied warranty lasts, so the above exclusions may not apply to you. De’Longhi/Dolce Gusto does not authorize any other person or company to assume for it any liability in connection with the sale or use of its appliance.

Return Policy:





You can return your NESCAFÉ® Dolce Gusto® coffee machine within 30 days of purchase for a full refund. Please note that the hot and cold tumbler and coffee are yours to keep. If there is an issue with an item purchased from www.dolce–gusto.us because it was damaged during shipping or because of a mistake made by www.dolce–gusto.us, please contacts us by phone at 1–800–745–3391. We're available Monday – Friday, 8am to 8pm EST, Saturday and Sunday, 10am to 6:30pm EST. If you return the machine within or after the 30 days from the date of your purchase, you will pay for the cost of return shipping. You will be refunded the cost of the machine only (original shipping costs are not refundable). If you are not completely satisfied with your NESCAFÉ® Dolce Gusto® you may return them to NESCAFÉ® within 30 days of your order. The customer is responsible for return shipping expenses. Original Shipping and Handling charges of $9.95 are not refundable. Please contact our Customer Service at 1–800–433–GUSTO (4878) prior to taking advantage of the NESCAFÉ® Money Back Guarantee. No returns will be accepted without a Return Authorization Number. Please note: Coffee Capsules are not eligible for return or exchange. No Canadian orders accepted. No gift cards accepted.

We will honor a (30) day money back guarantee for a full refund less shipping.

There is no refund on continuity shipments; we can only cancel future orders as the coffee lovers program shipments are non refundable.

Please note that all returns will be transferred out and will not be handled internally at Argo. The return policy mentioned above is for reference only.

New Orders:

New Order calls need to follow our sales scripting verbatim. All agents taking customer service calls will

also be cross-trained in our sales process.

Prior to gathering any of the customers billing or payment information all disclosures are required to be

read, and the customer needs to agree with a clear acceptance. Not only will we provide the total

amount charged today, but any future charges including the date and interval they will be processed at.

Payment Options:

We will accept the following payment types; no checks or money orders will be accepted:

Visa

MasterCard Discover

American Express In addition, we offer pay in full order as well as installment plans for the customers.





Shipment Options:

We offer the below shipping options:

Standard Shipping o This is shipped through USPS, customers can expect to receive their order within 5-7

business days.

Overnight Shipping is available for an additional charge. o This is shipped through FedEx, customer can expect package on the next business day of

placing their order. If order is placed on a Monday, they can expect to receive shipment on Tuesday.

Registering:

Once the customer places an order, he/she will receive an email notification to register. Customer is also

signed up for a newsletter, if they choose to opt out they can do this through customer service or

selecting the unsubscribe link on the newsletter.

If there are any problems with registering, we can do this for the customer.

o Need to verify all account information as correct

o Changes the status within the CRM to confirmed

o At this point the customer will be able to login

Coffee Lovers Program/Perk Points:

Below please find a break down of the Coffee Lovers Program. For each box they order, customers will

receive (100) perk points that they can apply towards their next order. This program can be customized

online by cycle, product and next ship date.

Customer will receive (100) perk points per box of coffee ordered.

Fully customizable online for the customer.

Please note: once customer makes any changes online, the next order will be charged and

shipped same day. You can only adjust future shipments, resulting a new shipment

Within the CRM you are able to advise the customer on what they have used points on prior and

what is available for the customer.

For each package you receive, you will need to register the points for them to appear on the

customer account. This will never expire as long as the customer has the code.

FAQ’s on Rewards Program:





Are perk points different from reward points?

No, we just changed the name of the points program and we are working to bring you more rewards and benefits. The program rules have not changed. You will still continue to enjoy the same great “perks”.

How do I use my 100 perk points to claim my FREE box of capsules?

NESCAFÉ Dolce Gusto® machine. Upon registering your machine, 100 perk points will be credited to your account. You can use the points to purchase a box of capsules. When you checkout, enter your perk points to redeem your FREE box of capsules and shipping is on us.

Where do I get the product codes from on the box of capsules to earn perk points?

You can find codes inside any box of NESCAFÉ® Dolce Gusto® capsules. The more you drink, the more you earn. We will credit your account 10 perk points for each capsule box code submitted. Please see program rules (hyperlink to program rules in footer)

What do I do if a code is illegible or I get an invalid code or already used error?

Please contact us at 800-745-3391,Monday – Friday, 8am to 8pm EST, and be prepared to provide your code (if legible) and the flavor of which the code originated from.

Can I redeem rewards and have them sent to someone else or another address?

The shipping address saved in your profile is used when we ship your order. However, you can elect to revise your shipping address when you confirm your order. Sorry, we cannot ship to PO boxes or APO/FPO addresses.

Can I now use my perk points to purchase my order?

Yes! We are happy to inform you that you are now able to use your perk points to purchase your order. The point value beside each item shows how many points are needed to buy that product. You can use both your credit card and perk points to purchase an order. However, it is NOT possible to use your perk points as part-payment for an individual item; they must cover the whole cost of the item. For example, a travel mug requires 120 perk points – therefore you will need to have at least 120 perk points in your account to buy this individual product.

To pay with perk points enter the number of points you want to use and press enter. The subtotals at the bottom of the page will list the amount of cash and the amount of points used. You cannot pay for shipping costs with perk points.





How can I check my perk points balance?

Sign in to your account and go the My NESCAFÉ DOLCE GUSTO to review all of your perk points activity. You can also get this information directly through our customer support line. FAQ’s on Subscription Program:

I am already a registered with Dolce Gusto, how do I access my account?

Welcome to our new site. If you have already set up an account on either dolce-gusto.us or dolcegustostore.com, we have stored your profile and reward points balance. You will need to reset your password to access your account information. Simply click on the link on the upper right hand corner (blue box) of the site to reset your password. Once you have reset your password, we will send you a link to confirm your email address. Upon confirming your email address you will have access to your account. Please be sure to check your account information and reward points balance for accuracy. At this time, you will not have access to your order history, including subscription orders. We kindly ask that you recreate your subscription orders. We take your privacy and consumer data seriously, and are working to ensure we accurately import your order history. We will notify you upon successfully uploading your recodes. If you have any questions, please contact us at 800-745-3391, Monday – Friday, 8am to 8pm EST.

Are perk points different from reward points?

We are happy to continue to offer our subscription program with some new and improved features. You are now able to edit and pause your subscription. You can edit the frequency, quantity, and add or delete flavors. When you edit your subscription, the existing items will be added to your cart where you will be able to modify your subscription order. You can also add new flavors. Simply shop for yummy coffee house quality drinks and add them to your subscription. Please note that editing your existing subscription will automatically generate a new one. For example subscription 1 (existing subscription) will now be replaced by subscription 2 (edited subscription). You can review and manage all of your subscriptions in My NESCAFÉ DOLCE GUSTO.

If I previously had an account, do I need to create my subscription again?

No, we have stored your existing subscription on our new site. To access your account information, including your subscription detail, you will need to reset your password. Simply click on the link on the upper right hand corner (blue box) of the site to reset your password. Once you have reset your password, we will send you a link to confirm your email address. Upon confirming your email address, please go to My NESCAFÉ DOLCE GUSTO to access your subscription information. Please be sure to check for accuracy. Please update your account with your credit card information to resume your October 2013 and subsequent subscription orders.





Do you still offer the 90 day subscription frequency?

Unfortunately we no longer offer the 90 day shipping frequency. We currently offer 15 day, 30 day and 60 day delivery frequencies. Please select a new frequency to continue to receive your delicious coffee house quality drinks.

How do I create a subscription?

You can create your subscription as you shop. After your are done shopping and ready to check out, you will be able to manage your subscription details: (frequency and quantities) in the shopping cart.

How do I edit and/or pause my subscription?

To edit or pause your subscription, sign in and got to My Nescafé Dolce Gusto to review your existing subscriptions. Open the subscription you wish to edit or pause and click either the edit our pause button, accordingly. You can edit the frequency, quantity, and add or delete flavors. If you select pause, your subscription will be suspended until you resume the delivery. If you select to edit your subscription, the existing items will be added to your cart where you will be able to modify your subscription order. You can also add new flavors. Simply shop for yummy coffee house quality drinks and add them to your subscription. Please note that editing your existing subscription will automatically generate a new one. For example subscription 1 (existing subscription) will now be replaced by subscription 2 (edited subscription). In the case of paused subscriptions, once you are ready to resume your order, simply return to your subscription information and click the resume button.

Save-A-Sale Process:

The following options should be offering on all phone calls.

Re-pitch Benefits

Customize future orders of the coffee lovers program. (Walk customer through website to make

changes. Must inform customer that they will be charged the day changes are made).

Offer (100) additional perk points to stay enrolled.

Please note: to cancel further shipments, you will be suspended the account within the CRM. The customer will be responsible to reactive this subscription online should they choose to continue. Correction of Company Errors: All company errors will need to be escalated for client approval. This should include incorrect billing or shipping mistakes.





Chargeback Policies:

If a customer has a documented chargeback in their account then they are not eligible to place any further orders with us.

If customer is inquiring about a refund and have filed a dispute we would ask that they contact their bank directly to find out the status of their resolution.

Do Not Contact Requests:

All requests to be placed on a DNC list will be accepted and this will cease any further communication with the customer. This can be done directly in the CRM, if for any reason you are not able to perform this action it needs to be escalated to management immediately.

Product Information/ Frequently Asked Questions:

Please note that the below information is for reference only, if customer calls in regarding the product information/ technical issues, we can only answer questions based on the information provided below. Any other inquiries will need to be transferred outside of Argo to be serviced.

I am new to Dolce Gusto, how do I register? To register, please click here https://www.dolce-

gusto.us/en/customer/account/

How do I use my 100 perk points to claim my FREE box of capsules? Upon registering your machine at

dolce–gusto.us, 100 perk points will be credited to your account. When you checkout, enter your perk

points to redeem your FREE box of capsules.

I am already registered but have forgotten my password/username. Please remember that your

username is your email address and your password is case sensitive. To reset your password: click

herehttps://www.dolce-gusto.us/en/customer/account/forgotpassword/ to get new password. An

email will be sent to you to you to reset your password. Please note, that unfortunately, if you have

forgotten your username (email address), you will need to create a new account.

I have not received the confirmation email to complete my registration. Please log in using the same

email address and password you used to register. You will receive a message that your account has not

been confirmed. Please click on the link and we will resend you the confirmation email to complete your

registration. If you need additional support, please call Consumer Services at 1–800–745–3391. We're

available Monday – Friday, 8am to 8pm EST and Saturday-Sunday, 10am to 6:30pm.

https://www.dolce-gusto.us/en/customer/account/


https://www.dolce-gusto.us/en/customer/account/forgotpassword/





How do you I check my account information? Go to the My Account section, located in the top

navigation. Please be sure to sign in if you are not already logged in. Once you have signed in you will

have access to all of your account information.

II. About the machine

What is NESCAFÉ® Dolce Gusto®? NESCAFÉ® Dolce Gusto® is a single serve coffee machine with a

proprietary smart capsule system that delivers up to 15 bars of professional pressure and produces high

quality coffee house quality drinks including Espresso, Cappuccino, Latte Macchiato, Americano and

more.

What is the retail price? The recommended retail prices for NESCAFÉ® Dolce Gusto® machines are:

MANUAL MACHINES

NESCAFÉ® Dolce Gusto® Piccolo™ – $99.99

NESCAFÉ® Dolce Gusto® Melody™ 2 – $129.99

NESCAFÉ® Dolce Gusto® Circolo™ – $149.99

AUTOMATIC (FLOW STOP)

NESCAFÉ® Dolce Gusto® Genio™ – $129.99 –$139.99

NESCAFÉ® Dolce Gusto® Circolo™ Automatic – $179.99

NESCAFÉ® Dolce Gusto® Creativa™ – $199.99

The retail price is $9.49 for a single carton of coffee containing 8– 16 beverages. For those varieties

utilizing a milk capsule, the box will contain half milk and half coffee capsules equating to 8 beverages.

How does the machine work? The NESCAFÉ® Dolce Gusto® machine heats water, which is passed at

high pressure through a capsule of high quality NESCAFÉ® roast and ground coffee into the cup. This 15

bar system uses pressure similar to coffee house machines. The coffee that is used in the capsules is

made of premium 100% Arabica coffee.

The high pressure and smart capsule are designed to deliver an even distribution of water and pressure

over the coffee so your cup is brewed to perfection in under a minute.

Can you use other coffee capsules or only NESCAFÉ® Dolce Gusto® capsules? Only the NESCAFÉ® Dolce

Gusto® coffee capsules are suitable for use with this machine. They are the only capsules that were

developed to fit and that correspond to the high quality requirements for this system.

What sets NESCAFÉ® Dolce Gusto® apart from its competitors?






The NESCAFÉ Dolce Gusto® system makes a broad range of coffee house quality specialty beverages

ranging from espresso to cappuccino, latte's and even a traditional black cup. NESCAFÉ Dolce Gusto®

can also brew both hot and cold beverages, offering consumers a broad choice of great quality coffee

house quality beverages.

NESCAFÉ Dolce Gusto® is the only machine to feature a patented smart capsule that enables variable

pressure, up to 15 bars, to ensure every beverage is brewed to perfection.

Where is the product produced? The NESCAFÉ® Dolce Gusto® coffee capsules are produced in the UK

and Spain.

Why did Nestlé® choose De'Longhi as a partner in the NESCAFÉ® Dolce Gusto® project? NESCAFÉ®

Dolce Gusto® combines the expertise and history of NESCAFÉ® coffee making with the hallmarks of

De'Longhi precision, engineering and technical perfection. As a global leader in espresso and cappuccino

machines, De'Longhi is the ideal partner for the NESCAFÉ® Dolce Gusto®.

How do I start using my machine? We believe in no mess, no fuss coffee so your beverages are made in

a few simple steps: First, decide on your beverage, then it's as easy as POP, LOCK and SCROLL

1. Turn machine on, wait until light glows green

2. POP in your favorite capsule into the capsule holder

3. LOCK the handle down

4. For manual machines, move the custom control lever to the red setting for hot beverages and

the blue setting for cold beverages

5. For automatic machines, simply SCROLL to the suggested dosage on your capsule or customize

your delicious coffee house beverage exactly the way you want it.

When you're ready to stop the flow (each beverage comes with recommended dosing on its capsule carton):

1. For manual machines, move the custom control lever back to the center. For automatic

machines, your beverage will stop brewing automatically.

2. Lift up the handle

3. Dispose of your capsule

Note: The specialty beverages all require 2 (two) capsules. These beverages include: Cappuccino, Cappuccino Ice, Skinny Cappuccino, Chai Tea Latte, Chococino, Latte Macchiato, Caramel Latte Macchiato, Vanilla Latte Macchiato, and Mocha.





Why do I have to use the control lever on the manual machines? Everybody has a special way they like

their beverages. More milk? Extra shot of espresso?

That's why NESCAFÉ® Dolce Gusto® machines allow you to customize your beverage strength with a

custom control lever. We put the power in your hands!

What does 15 bars of pressure mean? 15 bars of pressure refers to the barometric pressure that builds

up inside every smart capsule. 15 bars is like being 500 ft underwater! This pressure is comparable to

professional coffee house machines and much greater than most single serve coffee machines on the

market. What does it mean to you? Fifteen bars of pressure means a frothy, coffee house experience on

demand, in your home kitchen. It maximizes the flavor and aroma from the coffee. It's how you create

the highest–quality coffee drinks for you and all your guests, in less than a minute.

What are the dimensions of the NESCAFÉ® Dolce Gusto® Genio™?9.05 (L) x 5.90 (W) x 11.41 (H). The

machine weighs 5.07 pounds.

What capsule flavors are available?

Black Coffees

Americano

Grande Intenso

Lungo

Lungo Decaffeinated

Espresso

Morning Blend

Specialty Coffees

Cappuccino

Skinny Cappuccino

Chococino

Latte Macchiato

Caramel Latte Macchiato

Vanilla Latte Macchiato

Mocha

Chilled Drinks

Ice Cappuccino

Peach Iced Tea





Exotic Drinks

Chai Tea Latte

What about the milk component of Cappuccino or Latte Macchiato?

Consumers preferring these types of coffee beverages simply insert an additional milk capsule (which

contains sweetened, hormone–free whole milk, skim milk for our skinny varieties). Heated water

flowing through the capsule under pressure will produce the creamy froth expected in a Cappuccino or

Latte Macchiato.

How much coffee will consumers need for one cup, where will they be able to buy the coffee capsules

and how much will they cost? For our traditional black cups, one capsule makes one cup of coffee. For

our specialty beverages (ex: Cappuccino), you will need 2 (two) capsules – coffee and milk. You can buy

cartons of 16 capsules in retail outlets or online at www.dolce–gusto.us at the suggested retail price of

$9.49.

Will you produce any other capsule flavors in the future? The NESCAFÉ® Dolce Gusto® system is

versatile enough to make other drinks, which may be introduced in the future. NestlÉ® has an ongoing

program of research and development of its product portfolio in response to consumer tastes, so we

plan to have new flavors every year!

Is the coffee in NESCAFÉ® Dolce Gusto® capsules a new variant of soluble coffee? We use roast and

ground, 100% Arabica coffee in our hot beverages and soluble coffee in our cold beverages such as our

Iced Cappuccino.

Why do you use plastic material for the capsules? In this particular case, plastic was the most

appropriate material to use for producing the capsules. The NESCAFÉ® Dolce Gusto® capsule most

effectively protects the coffee while in transit from production to consumption. It ensures that the

product reaches the consumer while still at top taste quality which is maintained for a period of one

year. It also has tamper–safe features. It provides the optimum convenience demanded by today's

consumers while ensuring that they will enjoy the best quality cups of coffee from their NESCAFÉ Dolce

Gusto® machines.

Could I use the milk capsule to prepare a glass of milk for me or my child? The milk capsules contain

either whole milk or nonfat milk powder and some are slightly sweetened with sugar (see box for

nutritional info). They have been developed to be perfect for the preparation of coffee and hot

chocolate based beverages (Cappuccino, Latte Macchiato and Chococino) and are not intended for





replacement of regular milk.The expiration date for the product is written on the box. The freshness of

the product is assured for up to 12 months from the production date. This is achieved by hermetically

sealing the product in the pod and by excluding oxygen. The only precaution is to keep the capsules in a

dry, clean place away from heat or direct sunlight.

How do the capsules work? It's our patented smart capsule technology that gives you coffee house

quality beverages every time. Here's how it works:

1. When a capsule is inserted, a needle punches through the capsule seal. Water enters the

capsule and pressure begins to build, pushing the water evenly through the coffee.

2. As the pressure builds to its optimum level to maximize your flavor, the seal at the bottom of

the capsule is broken and the coffee begins to flow into your cup.

Click here https://www.dolce-gusto.us/en/smart-capsule.html to learn more about the smart capsule technology.

Can I combine products in other than the suggested way (e.g. use the Cappuccino milk capsule with

the Caffè Lungo coffee or prepare a large coffee mug using the espresso capsule) which is

recommended for a small cup? Nestle® product specialists have developed each recipe to deliver the

perfect product when used as recommended. Of course, individual taste and expectation vary.

What water should I use to fill the water tank and prepare my beverages? Tap water is OK as long as it

is free of odors that might alter the taste of the beverage. Bottled or filtered water is recommended.

Always use fresh water and replace the water if system has not been used for extensive periods of time.

Refer to System Manual for info on water hardness and impact on frequency of descaling. Do not use

refrigerated water as this might impact the temperature of the beverage.

For preparing Cappuccino or Latte Macchiato you recommend using the milk capsule first. Why? By

using the milk capsule first and then the coffee capsule, the foam of the final beverage remains a frothy

white. This is the authentic way of preparing these beverages. If the opposite is done, the foam becomes

brown. However, there is no problem with the taste or enjoyment of the cup.

Why do the milk capsules contain sugar?Some of the milk in the capsule is slightly sweetened (see

nutritional values on the box) in order to deliver perfectly balanced taste and to add convenience for the

consumer. Additional sugar may be added to achieve desired sweetness.

https://www.dolce-gusto.us/en/smart-capsule.html





Why is the top of my coffee covered with a foam layer? The foam layer covering the espresso and

lungo beverages is called "créma" and is the result of thorough extraction of the coffee contained in the

capsule by hot water delivered at elevated pressure. Créma is a widely recognized sign of high quality

coffee. Consumers can easily test the cream strength by smoothly depositing granular sugar on the

créma layer. If créma is good, sugar will take several seconds before sinking under the créma layer.

Should I stir before consuming my Cappuccino or Latte Macchiato beverage? The successive addition

of milk first and coffee second results in the authentic layered beverage (white milk in the bottom of the

cup, brown coffee in the middle, white milk foam on the top). Some people prefer to consume without

stirring (which will lead to changing experience during drinking). Some others prefe r to stir in order to

have a homogenous taste from start to end. It is up to each consumer to experiment and find the most

enjoyable way.

How long can I keep the products? The expiration date for the product is written on the box. The

freshness of the product is assured for up to 12 months from the production date. This is achieved by

hermetically sealing the product in the capsule and by excluding oxygen. The only precaution is to keep

the capsules in a dry, clean place away from heat or direct sunlight.

What cups should I use? Any cup would work great! The machine has an adjustable cup support to fit

almost any cup or glass. Additionally, NESCAFÉ® Dolce Gusto® provides a range of cups in order to

facilitate beverage preparation.

Could I reuse a capsule? Always remove and discard the capsule once beverage preparation is

completed and the light stopped blinking. Never use the same capsule twice.

Could I leave the used capsule in the machine or should I immediately discard it? Once beverage

preparation is complete and the light stops blinking, remove and discard the capsule.

How long does it take to prepare a beverage? Depending on the beverage: Espresso (50 ml) in less than

half a minute, Caffè Lungo (110 ml) and Caffè Americano in less than one minute, Cappuccino, Latte

Macchiato and Mocha which require the use of two successive capsules will take about a minute to

prepare.

May I use the cold water function to make my coffee and/or milk beverage. We currently offer an Iced

Cappuccino variety if a cold or "iced" beverage is preferred.





Can I put 2 milk capsules and only 1 coffee capsule to make it milkier? Or 2 coffee capsules and 1 milk

capsule? Nestlé® product specialists have developed each recipe to deliver the perfect product when

used as recommended. Of course, individual's taste and expectation vary.

Can I open the capsule? Do I need to open the capsule first? No, you must not open the capsule. Please

follow the instructions in the user manual.

Are perk points different from reward points? No, we just changed the name of the points program and

we are working to bring you more rewards and benefits. The program rules have not changed and you

will not lose your current points.

How do I use my 100 perk points to claim my FREE box of capsules? NESCAFÉ Dolce Gusto® machine.

Upon registering your machine, 100 perk points will be credited to your account. When you checkout,

enter your perk points to redeem your FREE box of capsules and shipping is on us.

Where do I get the product codes from on the box of capsules to earn perk points? You can find codes

inside any box of NESCAFÉ® Dolce Gusto® capsules. The more you drink, the more you earn. We will

credit your account 10 perk points for each capsule box code submitted. Please see program

rules https://www.dolce-gusto.us/media/wysiwyg/Rewards_Program_Rules_9.2013.pdf

What do I do if a code is illegible or I get an invalid code or already used error? Please contact us at 1–

800–745–3391, Monday – Friday, 8am to 8pm EST, Saturday and Sunday, 10am to 6:30pm EST and be

prepared to provide your code (if legible) and the flavor of which the code originated from.

Can I redeem rewards and have them sent to someone else or another address? The shipping address

saved in your profile is used when we ship your order. However, you can elect to revise your shipping

address when you confirm your order. We cannot ship to PO boxes or APO/FPO addresses.

Can I now use my perk points to purchase my order? Yes! We are happy to inform you that you are

now able to use your perk points to purchase your order. The point value beside each item shows how

many points are needed to buy that product. You can use both your credit card and perk points to

purchase an order. However, it is NOT possible to use your perk points as part–payment for an

individual item; they must cover the whole cost of the item. For example, a travel mug requires 120 perk

points – therefore you will need to have at least 120 perk points in your account to buy this individual

product.

To pay with perk points enter the number of points you want to use and press enter. The subtotals at

https://www.dolce-gusto.us/media/wysiwyg/Rewards_Program_Rules_9.2013.pdf





the bottom of the page will list the amount of cash and the amount of points used. You cannot pay for

shipping costs with perk points.

How can I check my perk points balance? Sign in to your account and go the My Account section on the

dolce-gusto.us.website to review all of your perk points activity.

VI. Monthly coffee delivery program (Subscriptions)

Has the replenishment/subscription program changed? We are happy to continue to offer our

subscription program with some new and improved features. You are now able to edit and pause your

subscription. You can edit the frequency, quantity, and add or delete flavors. When you edit your

subscription, the existing items will be added to your cart where you will be able to modify your

subscription order. You can also add new flavors. Simply shop for yummy coffee house quality drinks

and add them to your subscription. Please note that editing your existing subscription will automatically

generate a new one. For example subscription 1 (existing subscription) will now be replaced by

subscription 2 (edited subscription). You can review and manage all of your subscriptions in My Account

on the dolce-gusto.us website.

What subscription frequency do you offer? We currently offer 15 day, 30 day and 60 day delivery

frequencies. Unfortunately we no longer offer the 90 day shipping frequency. Please select a new

frequency to continue to receive your delicious coffee house quality drinks.

How do I create a subscription? You can create your subscription as you shop. After your are done

shopping and ready to check out, you will be able to manage your subscription details: (frequency and

quantities) in the shopping cart.

How do I edit and/or pause my subscription? To edit or pause your subscription, sign in and go to My

Account on the dolce-gusto.us website to review your existing subscriptions. Open the subscription you

wish to edit or pause and click either the edit our pause button, accordingly. You can edit the frequency,

quantity, and add or delete flavors. If you select pause, your subscription will be suspended until you

resume the delivery. If you select to edit your subscription, the existing items will be added to your cart

where you will be able to modify your subscription order. You can also add new flavors. Simply shop for

yummy coffee house quality drinks and add them to your subscription. Please note that editing your

existing subscription will automatically generate a new one. For example subscription 1 (existing

subscription) will now be replaced by subscription 2 (edited subscription). In the case of paused

subscriptions, once you are ready to resume your order, simply return to your subscription information

and click the resume button.





Where can I find NESCAFÉ® Dolce Gusto® Capsules: In addition to our Monthly Coffee Delivery

Program, you can find NESCAFÉ® Dolce Gusto® capsules on dolce-gusto.us. If you prefer, we are also

available for purchase through Amazon.com and Bedbathandbeyond.com.

What credit cards can I use to pay for my order? We accept American Express, Discover, Mastercard

and Visa. To pay with perk points you must have enough points to cover an entire item. The point value

beside each item shows how many points are needed to buy that product. You can use both your credit

card and perk points to purchase an order. However, it is NOT possible to use your perk points as part–

payment for an individual item; they must cover the whole cost of the item. For example, a hot & cold

travel tumbler requires 170 perk points – therefore you will need to have at least 170 perk points in your

account to buy this individual product.

When will my order ship? If your order is received by 12:00pm PST/3:00pm EST it will ship the same

day. Orders received after 12:00pm PST/3:00pm EST will ship the next business day. Orders will ship

according to consumer selection in order process. We do not ship on Saturday's and Sunday's, so orders

made over the weekend will ship on Monday.

Can NESCAFÉ® Dolce Gusto® ship internationally? Unfortunately we cannot ship outside the United

States, this is to due to the differences in voltage and exporting regulations. However, NESCAFÉ® Dolce

Gusto® is available in a number of countries worldwide. Please visit www.dolce–gusto.us to find the

specific country you're looking for.

How do I find my tracking number? A tracking number will be sent to you by email along with your

shipping confirmation.

What should I do if I track my order and there appears to be a problem? If there is an unforeseen

problem with your package please call 1–800–745–3391 or submit an email to us on our contact us

page. We promise to get back you within 24 hours.

The shipping company returned my order to NESCAFÉ® Dolce Gusto® after several failed delivery

attempts. What should I do? If you shipment has been sent back to NESCAFÉ® Dolce Gusto® please call

1–800–745–3391 or submit an email to us on our contact us page. We promise to get back you within 24

hours.

Can I choose a different shipping method? Yes, there are three shipping options to choose from UPS

Ground, UPS 2nd Day or UPS Next Day Service. To be eligible for second day and overnight shipping you

must place your order M-F before 12pm PST.





Can I have my order shipped to a P.O. Box? No, orders cannot be shipped to APO/FPO addresses or P.O.

Boxes.

Will I have to sign for the package when it arrives? No, we do not have signature required shipping.

After I make my payment online, what will appear on my credit card statement? When you get your

credit card statement, your payment will be made out to "CSI*NSCF DOLCE GUSTO®". CSI stands for

Contac Services Inc. and NSCF is for NESCAFÉ®. Contac Services Inc. is a non–exclusive reseller of

NESCAFÉ® DOLCE GUSTO® who we work with to provide you your exceptional coffee.

When will I be charged for NESCAFÉ® Dolce Gusto® coffee machine order? If you choose the Single Pay

option at checkout, your initial payment includes all costs in full. If you chose the Multi–Pay option, you

will be immediately charged for your first payment, which will include your first installment for the

machine plus Shipping costs. At this time, California residents will also be billed for the full sales tax on

the machine. Your 2nd and 3rd payments will be billed 30 and 60 days after the initial purchase date.

What are the details for the offer on TV? You can choose to make three payments of $29.99 (total

order cost is $89.97) with a commitment to our Monthly Coffee Delivery Program. The first payment will

be made at the time your order is placed and the second and third payments will be automatically billed

to the same credit card 30 and 60 days later. If you would like to pay the full $89.97 at one time we have

a special bonus offer. If you prefer not to participate in our monthly coffee delivery program, you can

pay the full introductory price of $119.99 in full at one time, and still receive the 3 boxes of coffee and

hot and cold travel tumbler FREE as our gift to you.

What's the return policy? You can return your NESCAFÉ® Dolce Gusto® coffee machine within 30 days of

purchase for a full refund. Please note that the hot and cold tumbler and coffee are yours to keep. If

there is an issue with an item purchased from www.dolce–gusto.us because it was damaged during

shipping or because of a mistake made by www.dolce–gusto.us, please contacts us by phone at 1–800–

745–3391. We're available Monday – Friday, 8am to 8pm EST, Saturday and Sunday, 10am to 6:30pm

EST. If you return the machine within or after the 30 days from the date of your purchase, you will pay

for the cost of return shipping. You will be refunded the cost of the machine only (original shipping costs

are not refundable).

During beverage preparation coffee/milk is splashing out of the cup. Adjust the cup support to the

correct level in order to not be too far or too close to the spout. Use another cup size or the

recommended NESCAFÉ® Dolce Gusto® cups.





The beverage is coming out at an angle and not straight into the cup. The quality of the final beverage

is not impacted and can be consumed. Before preparing the next cup, clean and dry the capsule holder,

particularly the beverage outlet opening.

Once I finish beverage preparation and stop the machine there is still continuous dripping of product

into the cup. This is normal: as long as the capsule is not removed and discarded it will continue to drip

into the cup or the drip tray (once the cup is removed). The dripping lasts longer for coffee capsules than

for milk capsules. To stop dripping, remove and discard the used capsule after the light stops blinking.

Upon removal of the holder and the capsule from the machine, some water/product drops are coming

out from the top of the needle. It is likely that you removed the holder from the machine too soon.

Always wait for the light to stop blinking before removing the holder from the machine.

It is difficult to remove the capsule holder from the machine at the end of beverage delivery. Do not

try to remove the capsule holder too soon. Always wait for the light to stop blinking. If still difficult to

remove, do not force. Switch off the machine and wait for 5 minutes before trying to remove.

Some drops of product are dripping out of the capsule holder as I remove the holder from the

machine. Normally there should be no drops out of the capsule during removal from the machine and

discarding. In order to minimize the risk of dripping on counter surfaces, a dedicated bin is provided with

each machine purchase and should be kept near the machine. If dripping persists, check the condition of

the black rubber gasket around the metal needle. If damaged or missing request replacement of the

capsule holder.

Water/product is dripping out of the capsule after I discarded it in the bin? Once the beverage is

delivered to the desired strength/volume any remaining water (and some product traces) remains in the

capsule in order to not dilute the taste of the beverage. Some of this remaining liquid might drip out of

the capsule in the bin. The specially designed bin provided with the machine allows for easy separation

of liquid and solid waste.

Water or liquid is leaking outside the machine during beverage preparation? There may be an

insufficient seal between capsule and machine.

1. Check that there is a capsule in the holder.

2. Stop machine, wait for light to stop blinking and remove capsule.

3. Check to ensure that capsule is not pierced twice.

4. Try again with new capsule.





5. If leakage persists, contact NESCAFÉ® Dolce Gusto® consumer services for repair.

Machine is on with lever selected (left or right) but there is no flow of beverage out of the holder.

1. Check if there is water in the water tank.

2. If no, move lever back to center position, fill tank with warm water and start again.

3. If yes, stop machine and switch off. Wait for 3–4 min and then slowly move holder up and

remove. If removal of holder is not easy do not force it but wait an additional 3–4 min.

4. Remove capsule, rinse holder, and try again with a new capsule.

5. If situation persists, contact NESCAFÉ® Dolce Gusto® consumer services for repair.

I am experiencing no water flow: for new machines, you must prime your machine before the first use.

Please follow these steps:

1. Remove and fill water tank with purified water.

2. Fit water tank snugly back onto your machine, ensuring it's locked into place

3. Make sure the scroll is dialed up to 7

4. Press the "COLD" water button

5. Press the "HOT" water button

6. Repeat steps "4" and "5" until you have drained the entire water tank of water. Note, you may

need to repeat this process 2–3 times.

For machines that have not been used in a while, we recommend following these steps.

I have primed my machine and I am still experiencing no water flow.

1. 1. Check if there is water in the water tank.

2. If no, turn off the machine and then fill the tank with warm water and turn on the machine.

3. No flow may be caused by the water tank not being pushed down securely or by air being

present in the lines.

4. Pull up on the tank to remove, and then replace it tightly. Do this several times. This may be

done while the pump is running.

5. DO NOT let the machine run for more than a minute if there is no flow, as this can burn out the

pump. If trying to get the machine to run, turn the water lever to the side to turn it off, let the

light go back to green, then try again.

6. Another tip is to put a little warm water in the hole where the tank meets the machine. This can

help close the gap between the two.





Why do I sometimes get different foam levels? The level of foam depends on the size of the cup, the

position of the drip tray, and sometimes the milk and coffee powders which are natural products that

might show a small seasonality effect. If the foam amount is significantly lower than normal, please use

another box of capsules.

My beverage does not taste the same, cup after cup. What do I do wrong? Please follow the user

manual instructions or the dosage recommendation on your capsule (for automatic machines). There

may be a taste variation if different amounts of water are used from cup to cup.

My beverage is too cold? Check that you are using regular tap water and not refrigerated water. If

necessary, descale the machine following the System Manual instructions.

My beverage is too hot? Check that you are using fresh tap water. Check if needle is free of obstructions

and remove obstacle if necessary using a thin needle.

During beverage preparation the flow is too fast or too slow? Some products (e.g. coffee capsules) are

designed to flow slower than others (e.g. milk capsules) in order to achieve the desired cup quality. If

flow is slower than normal, descale the machine (following the System Manual instructions) and clean

needle by removing any obstacles lodged in it.

The taste of my coffee (Espresso, Caffè Lungo) or my mix (Cappuccino, Latte Macchiato) is too strong

or too weak? The products are expertly designed to deliver perfect taste with the dosage as shown. You

may want to vary the amount of water until desired taste is reached.

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