Nespresso vent

We purchased a Nespresso Vituo Plus machine six months ago from John Lewis. Makes great coffee.

The green light turned red / yellow. We looked in book and says red/ green = time to descale. We did that same red/yellow.

Phoned their help line. After 15 min gave up and tried on line chat. "you need to phone". After another 15 minutes on hold gave up.

Took machine into John Lewis.
"It needs to be descaled"
"we have done that"
"You need to phone Nespresso help"
"We have done that, can you try"

JL assistant explained issue
"red / Yellow Light on machine"
"red/green light means descale"
"It is definitely red / yellow"
"It can't be yellow"
"Looks yellow to me"
"You need to descale it"
"Customer has done that"
and on and on
"Will get manager to phone customer"
Nespresso phone
"Red/ green means descale"
"It is red / yellow"
"can't be"
"It is"
"we will talk you through descale"
"we want to return machine"
"try descale first"
"no"
" we will collect it and descale it for you"
"It is at John Lewis, can you collect from there"
"No"
"Why not"
"We collect from your home"
"The machine is at JL, we don't want to go and collect it and bring it home. Please collect from JL"
"I will need to ask Manager"
"You do that"

A call from manager
"Red / green means descale"
"It is red / yellow"
"It cannot be"
"It is"
"we will collect from your home, descale and return"
"No, machine is at JL, collect from there"
"We don't do that"
etc, until eventually
"We will collect from JL, but if it is not in the original box you are responsible for loss & damage"
"Who keeps a box for 6 months?"
"You are responsible for loss & damage in transit"
"Whatever, just collect it"

We were not impressed with Nespresso CS and neither was JL Tech Support. He phoned us later to say he had spoken with his manager who would complain to Nespresso.

Two other users have reported similar issue with Nespresso machine, see here > https://www.reddit.com/r/nespresso/comments/6kzvu4/red_and_yellow_indicator_light_on_vertuoline_plus/