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Establishing clear boundaries upfront helps protect both technician and customer while maintaining professionalism. To support this, below we’ve outlined key considerations for equipment owners when seeking remote technical assistance and for technicians when developing guidelines and disclaimers.

Purpose of Remote Assistance – Remote technician assistance is not intended to replace professional repair services. Its purpose is to assist in diagnosing issues. Actual repairs should be performed by a qualified technician when the issue is beyond the scope of a person's knowledge or expertise.

Customer Responsibility

1. Personal Risk & Liability – By choosing to repair or maintain your own commercial espresso equipment, you assume full responsibility for the risks involved. Commercial espresso machines operate on high voltage and can pose serious risks including death if handled improperly. Technicians are not liable for any damage, injury, or additional repair costs resulting from self-repair attempts. Technicians cannot  guarantee a successful repair.  

2. Skill & Knowledge Requirements – If you seek technical guidance beyond basic troubleshooting, it is assumed that you already possess fundamental repair and diagnostic skills. Technicians will not teach basic competencies such as identifying components or using a multimeter. If you require training, consider educational programs such as those offered by Specialty Coffee Association.  

3. Limited Troubleshooting Support – While technicians may offer troubleshooting guidance, a virtual diagnosis  is not guaranteed. If the issue cannot be resolved remotely, in person professional service may be required.  

4. Manufacturer Support – Whenever possible, it is recommended that equipment owners contact the manufacturer directly for technical assistance. 

Guidelines for Technicians

Technicians should consider the following:

1.Technicicians should not assume customers seeking advanced diagnostic assistance have fundamental mechanical knowledge.

a. Technicians should not provide detailed, step-by-step repair instructions due to safety and liability concerns.  

b. Technicians should suggest general areas to inspect or components to test. 

2. No Hands-On Training – Technicians should not teach fundamental repair skills, explain component locations, or instruct on tool usage or how to test components.

Take Away

By seeking remote diagnostic guidance, equipment owners should acknowledge these limitations and understand that professional service is always recommended for complex or safety-critical repairs.

By sharing a disclaimer, technicians set clear expectations with customers and protect themselves from potential liability. Encouraging equipment owners to respect professional service boundaries benefits both technicians and customers in the long run.