Remote EngineerConnect online from anywhere in the world with one of our experts for self-diagnosis and repairs
“Had an on-line diagnostic session with Dave Roberts today. He was delightful and very helpful. He found the fault which I have managed to repair easily myself and the treadmill is working well again. Saved me a lot of money and aggravation for which I am very pleased. Thank you.” MG July 2020
What is Remote Engineer?
Remote Engineer re-invents our approach to diagnostic fault finding and repairs by making use of the latest video link technology via the internet. We lead you through our diagnosis process and explain how to complete a series of simple checks and tests that we would traditionally come to your site to do.
- Is an international service
- Is effective because you connect with a real-life technical expert
- Saves money by avoiding the cost of an onsite visit
- Avoids a van journey which is better for our environment
- Helps stop the spread of communicable diseases by reducing person to person contact
- Uses your time efficiently since you can choose the most convenient method to suit you
- Does not require you to purchase any special apps or software (you just need a smart phone, tablet or a laptop computer and an internet connection)
“Good Morning Jon, For me the organisation, speed, response and outcome were better than expected. The appointment was punctual, informative and conducted in a way that I felt confident the issue was being dealt with properly at all times. I was happy that the issue was diagnosed and solutions discussed with all my questions being answered. The following up e-mail detailing both of these was prompt and also the guidelines should I wish to proceed with a replacement. I have no hesitation in using a remote engineer again” TMC June 2020
Irrespective of your geographical location and time zone, Remote Engineer allows you to directly connect with one of our technical experts who will safely guide you through the steps for completing a remote diagnosis or repair. Our expert is a real live person and not a computer algorithm which means we can…
- listen carefully while you explain and show us the problem you are having in your own way
- ensure you work safely and within your own capability
- share photos and movies to aid understanding
Under our guidance, you act as our eyes and ears and perform the necessary checks and tests on your machine and relay the details back to us. Our Engineer will assess the details and advise on the best course of action. This is all done in a safe way according to your capabilities. We won’t ask you to take any risks or perform any tests where your safety could be put in danger. You don’t need any special tools other than a smart phone/ tablet/ computer, but if you have got some screwdrivers, allen keys and a torch, then these can be very helpful.
Remote Engineer is suitable for any fitness or mobility product including retail (domestic) and commercial grade equipment. In fact, any make, any model, any age, any condition!
“Hi Jon, Excellent! I appreciated the process of explaining my experience and your viewing of the equipment, section by section, to make sure that there was no other issue for us to consider. I felt reassured, had time to ask the “simple” questions and am happy to take the recommended action. I’d also be happy to call you out if my next step does not succeed. Really appreciated it!” AS, June 2020
How does it work?
There are two types of remote session available:-
An “interactive” session is suitable for straight forward problem diagnosis and provides you with details, pricing and options for the repair. We guide you through exactly what information is required using interactive videos that you can view at your leisure. You then upload your findings and one of our expert engineers will review the details and send you a personalised report via email with solutions, options and pricings. You do not require any special software and the interactive content and uploading process is handled by us. There are no time pressures or deadlines to meet. Our experts review the video submissions twice a week and so you may need to be patient for a few days to receive your reply. You can demo the interactive session here https://www.videoask.com/f3yhhpgtr
A “live” session is suitable for more complex fault finding or if you wish to converse face-to-face with one of our experts – this could be for problem diagnosis, technical advice, expert opinion or to assist you with your own repair. A live session consists of a pre-arranged, 30 minute, live video call appointment with one of our expert engineers. During the appointment, our engineer will ask questions and invite you to show various aspects of the machine. You can also ask our engineer questions, exchange thoughts and explore ideas. Appointments can often be scheduled within 24 hours and our engineer will provide verbal feedback with solutions, options and pricing and will follow up with a personalised report which is usually sent via email within the hour.
How do I book?
Simply visit our Book an Engineer page and choose the “Interactive” or “Live” remote engineer booking form. Once submitted, one of our team will be in touch with you to set things up.
What does it cost?
An interactive remote engineer session is *FREE*, and a live remote engineer session is GBP 49+VAT. If parts are supplied by us following a remote session, these can be returned for a refund in the event that they are not required. Returned parts are subject to a 30% restocking charge to cover our time in testing and re-packing the parts for re-sale. Parts must be received in as “as new” condition and received in the original packing.
Is there a time limit?
For live sessions, we allocate 30 minutes which is usually plenty of time without rushing or stressing. If you need to stop then we can suspend the session at any time and resume it later without penalty. For recorded sessions, we don’t tend to set a time limit and are guided by you, although we would anticipate completion within 30 days.
Will I need any tools?
It is beneficial to have access to some basic tools but it is not essential. These tools can usually be found in a domestic toolbox or borrowed from a friend or relative. A medium sized phillips screwdriver, a torch, an allen key set, a basic electrical multimeter and a socket set are the most useful tools.
book a remote SESSION
Book yourself in for a Remote Diagnosis session using our 24/7 online “Book an Engineer” form. Tell us as much information you can about the problem and feel free to upload photos and movies to assist.
Our Engineer will contact you and guide you through the process of completing a series of simply checks. Your Engineer will support you to ensure you are working safely and within your own capability.
get an ENGINEER's REPORT
You relay or show your findings to our engineer and we will interpret the results and send you a report with solutions, options and pricings.
F.A.QSome of our frequently asked Questions
When does the Remote Engineer Session start?
Our Engineer will usually be in touch within a few days of your booking being confirmed and payment clearing. We will contact you to take payment and to set up the start of your session. Live sessions can be scheduled at a time to suit you.
How much correspondence do I get for the money?
We allocate 1/2 an hour for live sessions although we don’t clock-watch so there’s no need to worry if the time goes over slightly, we will let you know if more time is needed! Recorded sessions do not generally have a time limit although we recommend the sessions are concluded within 30 days.
How do we communicate?
For live sessions, we will contact you at the agreed time using a video conferencing app. For recorded sessions we will initiate the correspondence via email and provide the resources for you to submit your findings.
What tools will I need?
It is not a requirement for you to have tools but if you do have a toolkit it may be helpful. Common tools that we often use include a No. 2 phillips screw driver, a torch, a set of allen keys and a socket and ratchet set.
What preparation do I need to do?
Nothing, It is better and safer if you leave things exactly as they are and let us guide you through what to so. Don’t worry about tidying up, removing covers or vacuum up dust as you may disturb or remove important signs that can be useful in determining the cause of the problem.
What if new parts are needed?
You can either source them locally yourself or we can help you find them.
When do I pay?
Payment in full will be due when making your booking.
Can I cancel the session?
Yes you can cancel at any time, although we are unable to refund any payments once the session has started.
What if the problem can’t be fixed?
All faults can be fixed but in some cases, it is simply not cost effective to repair a machine. If we feel that your machine is beyond economic repair, then we will tell you and explain why.
Will it be safe for me to follow your instructions?
Our team of expert Engineers are familiar with the usual risks and hazards of this kind of work and we will not ask you to do anything that is unsafe. However, you are responsible for your own safety and the safety of others around you and you should not do anything that you feel is unsafe or beyond your own abilities.
What if I can’t do what you tell me to do?
If you can’t do something we suggest, just tell us and we will work with you to find another way.