Remote Diagnosis £10+VAT

Connect with one of our experts for self-diagnosis and fault finding

What is Remote Diagnosis?

Remote Diagnosis re-invents our approach to fault finding. 

By guiding you through our diagnosis process, you are able to complete a series of checks and tests that we would traditionally come to your site to do which

  • Saves money by avoiding the cost of a diagnosis call out
  • Avoids a van journey which is better for our environment
  • Speeds up the repair process because the remote diagnosis is faster than arranging an onsite visit

Irrespective of your geographical location and time zone, Remote Diagnosis allows you to directly connect with one of our technical experts,  who will safely guide you through the steps for completing your own diagnosis, which you can do in your own time  and at your own pace.  Our expert is a real live person and not a computer algorithm. You can choose to communicate in whichever way suits you, send photos or movies and ask as many questions as you like!

Under our guidance, you will perform the necessary checks and tests on your machine and then send the information back to our Engineer who will assess the details and advise on the best course of action. This is done in a safe way and in line with your capabilities. We won’t ask you to take any risks or perform any tests where your safety could be put in danger. This approach saves time and money by virtue of there being no site visit to schedule, no traffic jams to deal with, no vans to gas and ZERO carbon emissions which is good news for our planet!

Remote Diagnosis 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!

How does it work?

Simply complete our Book an Engineer form and choose the “Remote Engineer session” option from the drop down menu and submit. Then one of our team will be in touch with you to set things up. You will be assigned one of our expert engineers who will contact you directly. Our expert will stay with you throughout the process and will be at your side (in a virtual sense) to lead you through what to do and answer all your questions so as to successfully diagnose the problem with your machine.  We will explain exactly what you need to do so that you can work safely and at your own pace without the need to rush. You do not need any technical expertise and we will help you to identify what tools you need and how to use them if you are not sure! And, if you do find yourself outside of your comfort zone, you’re free to seek assistance from a relative, neighbour or handyman and we will be happy to liaise with them on your behalf, or you can upgrade to an onsite visit and get one of our experts to do it for you.

What does it cost?

 Remote Engineer is priced at GBP 10+VAT per diagnosis session. 


Is there a time limit?

 No. Take as long as you need to complete it.


Will I need any tools?

It can be helpful if you have access to some basic tools. These tools can usually be found in a basic domestic toolbox and, if not, they can be purchased on Amazon for under £20. Our Engineer will advise and send links for any tools that may be needed.


Will you refund me if I need an onsite visit?

 In a word, Yes! If you decide to upgrade to a site visit then we will deduct the cost of the remote diagnosis session from the price of your first onsite visit. 


book a remote DIAGNOSIS

Book yourself in for a Remote Diagnosis session using our 24/7 online “Book an Engineer” form and tick the option for a “Remote Diagnosis session”. Tell us as much information you can about the problem and feel free to upload photos and movies to assist. A Remote Diagnosis session is charged per diagnosis and includes as much correspondence as necessary.

we guide

We will contact you to confirm the Remote Diagnosis session and to provide you with the details of your Engineer and to take payment. Our Engineer will then liaise with you via email although we can accommodate other methods of communication such as messenger, skype, what’s app, and telegram. Your Engineer will provide expert guidance for you to follow at your leisure without any pressure. 


You conduct the work under our guidance at your leisure, You can ask our Engineer for additional details or instructions if you are not clear on what to do, and you can report back with your progress or to ask questions at any time. 


Some of our frequently asked Questions

When does the Remote Diagnosis Session start?

Our Engineer will  usually be in touch within 24 hours of your booking being confirmed and payment clearing.  We will contact you to take payment and to set up the start of your session. Our Engineers normally work Mon-Fri, 8am to 5pm, UK time. Requests made outside of these hours may be delayed until our office next opens.

How much correspondence do I get for the money?

As much as you need to complete the diagnosis.  

How do we communicate?

You will liaise directly with our expert Engineer initially via email. If you prefer we can also liaise via Whats App, Skype, Telegram, Messenger, and Slack – just let our Engineer know your preferred method of communication and we will do our best to oblige.

What tools will I need?

You may need some basic hand tools as can be found in most domestic tool kits. Common tools that we often use include a No. 2 phillips screw driver,  a set of allen keys and a vacuum cleaner. Other useful tools to have available (if you have them) include a socket set (or spanners) and a basic electrician’s multi-meter. 

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 we contact you to confirm 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 is your hourly charge?

There are no hidden charges and no hourly rates to worry about. 

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. 


Book A Remote Diagnosis

Complete the form now and submit (no credit card required)