NESCAFÉ® Dolce Gusto® Exiting the Canadian Market FAQ
Monday, September 13, 2021
Are you searching for NESCAFÉ DOLCE GUSTO capsules? In April 2018, it was announced after a great deal of consideration, that we would stop selling machines and capsules within the Canadian market.
We apologize for the inconvenience this may have caused. We are aware that this decision has impacted many who have come to make NESCAFÉ DOLCE GUSTO a staple of their daily coffee ritual. This decision was an extremely difficult business decision to make and it was not taken lightly.
We decided after much reflection that to better service our consumers, we need to focus on other coffee endeavors and initiatives. We want to express that we are and will continue to be extremely grateful and appreciative of everyone that supported NESCAFÉ DOLCE GUSTO over the years. Thank you for your loyalty!
For the most frequently asked questions regarding NESCAFÉ DOLCE GUSTO market exit, please read more below:
How and when was this communicated?
This was communicated through third party retailers as well as to our email subscribers in 2018. To ensure a smoother transition, capsules were sold until the end of 2019 until supplies lasted.
Can I use other brand’s capsules within my machine?
Unfortunately, we do not recommend using another brand’s capsules in the NESCAFÉ DOLCE GUSTO Machines. Our capsules and machines were designed to interact together. Additionally, the technology used NESCAFÉ DOLCE GUSTO capsules was unique and innovative.
What other machine-based options are offered?
For machine-based coffee options, we encourage you to check out Nespresso.ca
Can I order capsules from other countries?
Capsules from other countries will work in your machine. However, it is not necessarily recommended to source capsules from other countries as the prices may be inflated.
My machine stopped working. How do I troubleshoot?
We are sorry to hear you are having difficulties with your NESCAFÉ DOLCE GUSTO Machine. We recommend trying the suggested solutions below to see if the issue can be resolved:
Beverage is not hot enough
a) The machine's water heater may not have had enough time to reach correct temperature. Turn on machine and wait until light changes from red to green. If this takes more than 3 minutes from cold start, the machine may need to be descaled.
Power button is flashing
a) If flashing RED for more than 5 minutes, there may be a problem that requires repair.
Unplug the machine for 30 minutes and try it again. If it is still flashing RED, the machine needs repair.
b) If flashing GREEN for more than 5 minutes, the descale mode may be engaged. Press the flashing GREEN button. The light should turn to solid GREEN. If it continues to flash GREEN, unplug the machine for 30 minutes and try it again. If it is still flashing GREEN, it may require repairs.
The water is leaking from the capsule holder
a) Capsule was pierced twice. Capsules can only be used once. If used twice, the position of the previously pierced hole at the top of the capsule would not line up again with the water needle. The capsule would leak through the previously pierced hole.
b) The water needle is plugged. The water needle device is the smallest opening where water flows through the machine. Use the pin provided with the machine to clean the water needle. Always use care and caution as described in the machine manual.
c) The machine internal water lines are scaled with mineral deposits. Descale the machine.
Water leaking from the bottom of the machine
a) Water reservoir not securely aligned with inlet or the machine. Take out the water reservoir and, while positioning it over a sink, check to see that the spring-valve device at the bottom is free to move up and down and that it stops water flow when released. If it does not stop the water, check to see if there is something that restricts the movement of the valve. Also, check to see if the reservoir is not cracked or otherwise broken. If the reservoir looks okay, fill it with water to the near the max mark then carefully align and press the reservoir down firmly to position it with the body of the machine.
b) Machine internal water lines are scaled with mineral deposits. Descale the machine.
c) Machine internal damage. If (a) and (b) does not work, the machine needs repair.
No flow
a) Capsule blocked and holder locked. Don't try and force the unlocking lever up. First, unplug the machine from the electrical outlet. Move the selection lever to neutral position. Wait 20 minutes then lift the unlocking lever and discard the capsule. Plug the machine in and try again.
NOTE: We hope these solutions help. Unfortunately, we cannot repair or replace damaged or broken machines. Since we have exited the market, we cannot guarantee the proper functioning of DOLCE GUSTO machines purchased from other retailers. We recommend connecting with the retailer of purchase for any additional assistance.
We thank you again for your commitment and loyalty throughout the years.