Diagnostics Service Repairs-Espresso Machines & Espresso Grinders

Process for Shipping/Dropping Off Equipment for Repair Service

• Before Shipping: Please request a repair authorization number and form via the contact us form on our web site (usually an envelope on top of our web site. The package will NOT be accepted at our warehouse if the repair authorization number is not clearly indicated on the ship to address label.
• Before Drop Off: Please call us to schedule an appointment window to drop off at our facilities.
• Identification: We receive many machines for repair. Place white masking tape on the base of your machine and and pertinent parts you ship with the machine. This will help identify your machine and related parts.
• Cover: Place a plastic bag around the machine to avoid scratching.
• Loose Items to Include for Shipment/Drop Off: In ALL cases, we require the electrical cord if separate and the water reservoir (even when plumb-able). Please keep all unnecessary items unless it is a problem area – this means to keep all loose parts (drip tray and cover, portafilter handles, plastic guide on top, water tank cover, etc) where applicable. For example, if you are having problems with the grouphead, it is advisable to send the portafilter. However, if a loose part is suspect for defect or repair, please email us using our contact form to inquire if it should be shipped in/dropped off with the equipment, Please secure loose items to avoid damage. If you throw things in a box, expect body damage to occur.
• Packaging: For maximum protection, place your machine carton inside an outer shipper carton using only United Parcel Service (UPS) or FedEx Ground and purchase insurance for coverage of loss or damages. If the original cartons (inner and outer) are NOT available, please make sure to double box AND INSURE your machine as we will not be responsible for damage or loss. You need to make sure to have at least 4 inches of cushioning between the machine and the outer box.
• Winter Months: During the colder months, try to drain your machine’s internals components. In the winter months, keep the grouphead, water valve, and steam valve in the open position to allow water to drain before freezing.
• Enclosures To Include: If shipping, please enclose a copy of the repair authorization and a detailed description of the symptoms or problems. If dropping off, please include a dated page with notes.
• Where Drop Off with Appointment or To Ship After Receiving Repair Authorization: Ship insured, signature required to
  1st-line Equipment, LLC
  Repair Auth#: (Required to Avoid Refusal At our Warehouse)
  265 Willow Brook Road
  Unit 6
  Freehold, NJ 07728
• Tracking: Please track your package to us. One of our professional staff members will email after the machine is on the bench and an estimate has been established. Calling or emailing about receipt of the package does slow our team down.

Once equipment enters our service department, the equipment goes into a queue in the order received. A team of experts start the process noted below. This initial non-refundable diagnostic fee of $199.00 plus any applicable sales taxes is to cover the following costs we incur to evaluate and/or service your equipment. As you can review below, there is a lot of work behind the scenes:

• for shipping inbound, a repair authorization is emailed which requires the number to be on the outside of the box so our warehouse is authorized to receive the shipment
• checking in the machine at drop off or inbound shipment,
• unpacking the machine that it was shipped in and noting any extensive damages,
• documenting any accessories or parts that are included with drop off or shipment,
• placing the machine on the bench,
• determining any damage or noting any scratches or dents (as best as possible) closeup,
• thoroughly testing it, sometimes for a week or more to see if any causes reveal themselves,
• Removal of the top cover(s) and/or body for inspection and evaluation,
• evaluating the parts needed,
• determining the correct parts numbers,
• checking stock on parts,
• determining timeline and ordering any ‘special order’ or ‘out of stock’ parts,
• creating an initial estimate and sending for electronic signature and date for approval,
• after customer approving, pulling the parts from the bins or ordering parts,
• performing the repair,
• testing, (in some cases, make a video of the machine working),
• packaging the equipment or prepping for customer pick up,
• acquiring and processing payment,
• packaging the unit,
• create a shipping label, and/or
• insuring your machine gets on a UPS truck, FedEx truck or freight truck. Please note that we do NOT ship equipment via USPS.

Important Notes

• Brands Not Serviced / Repaired: Although we may sell parts or accessories or we may have sold machines a long time ago, we no longer repair the following brands: Ascaso, Bunn, Capresso, ECM, GrindMaster, Jura, La Marzocco purchased elsewhere, Isomac, Saeco, ExpoBar, 969Coffee, Ceado, Mahkonig (we repair X54 series purchased through 1st-line Equipment), Profitec, Qualita Espresso, and others not on our web site.
• Drop Off/Shipping Rules: Please note that we do not ship machines that are dropped off. We also charge shipping fees by dimensional box weight, and in some cases, this can be very expensive.
• Repair Priority:  1st-line Equipment, LLC also places different priority levels on repair services and technical support with highest priority listed in order from most important to least important: equipment recently purchased, warranty machines, out of warranty machines, then machines purchased elsewhere (if 1st-line decides to make an exception)
• Estimated Time For Repair: Please note that the estimated time for repair can not be provided as it is difficult to determine the complexity of the repairs of the machines that arrived prior to your machine. In other cases, unforeseen problems, different than what the customer described, arise and cause delays. With this in mind, it can take between 2 and 12 weeks, depending upon the time of year, to diagnose your machine and provide an estimate. We kindly request that you wait until you receive an email from our staff before calling as ‘calling in’ will only slow down our technicians who are working on machines.
• Rush Service: Rush service to move to the front of the line is $250 USD plus applicable sales taxes.
• Billable Time: Our technicians are paid on billable time. If you wish to speak directly to the person handling the repair or technical service advisor, there is a minimum one hour fee of $199 that will be added to the estimate and/or invoice for each phone inquiry made to a technician or service advisor. Please understand time taken away on the phone takes away their time to bill for other services and/or repairs.
• Descaling Disclaimer: Please note that we take every precaution to not allow descaling solution to damage the finish to your machine. However, 1st-line Equipment is not responsible for accidental spills or leaking created by a descaling. Descaling can and will remove the limescale build up that deformed metal and created openings, where metals join with a gasket or even in welds or fittings. In addition, there have been cases where a descaling will cause an irreparable leak on an espresso machine, and we are not responsible for this damage as we can not always determine this outcome due tot he fact that we can not always visually view how extensive the damage was done by the limescale. In addition, labor charges will still apply up to the point of, and including , of the descaling. Customer understands that limescale particles may come loose during shipping or personal transport back to the customer, and these loosened particles may cause a clog or other damage.
• Pro-Grade Descaling Charges: Includes descaling procedure and rinsing and inspection for leaks
  Dual Purpose Single Boiler: $79.99
  Heat Exchange: $129.00
  Dual Boiler: $179.00
• Repair Warranty: (standard industry practice) Warranty for repairs have a 30 day warranty limited strictly on parts replaced and labor limited strictly for the items repaired. Warranty does not include defects created by electrical surges, water leakage, or other external or internal causes. Additional parts or other parts that fail during a repair or after a repair are not covered. Warranty does not include issues arising from shipping, shipping damage, transportation, nor costs associated with shipping or transport.
• Equipment Age Limit for Service/Repair: We normally do not repair espresso machines ten or more years old as the cost to repair usually exceeds 50% of the cost of purchasing a new similar machine. We also see a lot of repair creep on 10+ year old machines – where one problem is solved, like a bad power switch, only to learn that once a tech fires up the unit, the heating element, expensive brain unit, pump does not work.
• Diagnostic/Service Fee Limitations: The diagnostic fee is only for diagnosis, and if the repair can be made within the first hour during unpacking the machine and diagnosis, there would be no additional labor charges. Your charge for repair may be greater than the diagnostic fee charge depending upon what is needed to service your equipment. Additional time for repair, descaling, parts, shipping, and cleaning are additional to this $199.00 diagnostic fee. Our hourly fee, after the diagnostic fee, is $199.00 per hour.
• Repair Creep: Sometimes, the repair estimate may be just to get the machine or grinder working to evaluate other issues or causes. For example, a power switch was damaged from an electrical surge. Once repaired, further evaluation may or will occur to see if other electrical components were damaged from the electrical surge. There is no refund of the diagnostic fee nor initial repair estimate once the repair work is performed and the client decides to refuse any additional repair or estimate.
• Refusal of Repair: If an estimate is declined or repair refused, customer will be required to arrange for pick and return shipping. Any refusal of repair estimates with customers abandoning the equipment are required to notify 1st-line Equipment, LLC of the abandonment in writing via email authorizing specific equipment description, full name, and full address to be abandoned and property of 1st-line Equipment, LLC.
• Abandonment of Equipment: With exception of waiting for parts to repair customer’s equipment or while equipment waiting in queue for repair evaluation, equipment becomes property of 1st-line Equipment at 30 days after date of email communication of estimate or date of notification of completion of repair. If you do not process payment within 30 days of completion of notification of the repair, the machine will be considered and agreed to by you as ‘abandoned’ and can be sold, discarded or recycled. If the equipment, after the 30 days, is still in possession by 1st-line Equipment, LLC, there will be a $5 per day storage fee from the start of the 30 days after date communication of estimate or repair.
• Pick Ups By Non-Owners: Pickups require payment of equipment owner. Sorry, we do not accept Uber drivers or other related persons with a customer’s credit card in hand. For Uber or other related persons picking up, cash is required for payment due to potential credit card fraud. Identification of the driver or pickup person will need to be provided at time of pick up.
• Sales tax is applied for all repairs in those states whereby 1st-line Equipment, LLC is required to collect sales tax.  Customers are advised there is a high likelihood that a repair machine will arrived defective if placed in the back of a pick up truck.
• Return of Repaired Espresso Machines: We do extensive testing of repairs. Before we ship espresso machines, our technicians try to remove as much water from the boiler as possible. However, not all water can be removed and the little residual water can soak a machine and its packaging. We usually leave the applicable hot water valve, grouphead valve, and/or steam valve open to allow drainage during winter months. A boilers bleeder valve found on certain machines is always open on a cool machine and will always leak. This procedure is to prevent broken pipes from freezing in the winter and potential internal mold build up in the boiler and pipes in the summer. We are not responsible for any rust that may occur from transport and water. IF YOUR MACHINE ARRIVES WET, THE MACHINE NEEDS TO BE ALLOWED TO AIR DRY FOR 48 HOURS MINIMUM TO AVOID PHYSICAL DAMAGES AND/OR BODILY HARM.
• Return of Repaired Coffee Grinders: Although our technicians make the best effort to remove ground coffee from a coffee grinder, it is impossible to remove all coffee grinds. Therefore, it is possible that the small amount of coffee grinds spreads through the packaging and creates a filthy looking grinder during transport.
• GFI OUTLETS: We have experienced some customers having their repaired espresso machines trip the GFI outlet (those with a test/reset buttons). This can happen because the machine is wet (let air dry for 48 hours), the repair created a higher energy demand which now trips the GFI, or the GFI is going defective (typically a GFIC older than 3 years trips the GFI sooner), or there is a loose wire (one would see sparking or fire) from transport.
• Part(s) purchased by customer from other suppliers: Sorry, we normally do not accept parts purchased by a customer from other suppliers. The reason is that the part may be incorrect, the part may be defective, and 1st-line Equipment, LLC does not assume any responsibility for any warranties, any damages or any injuries pertaining to these parts. 1st-line Equipment, LLC reserves the right to ask customers to order parts at its own advice discretion and assumes no responsibility if the parts are incorrect, or become defective, at or upon installation of those requested parts, nor warrants any parts from customer suppliers.

$199.00 Diagnostic fee pricing effective April 15, 2026 and after.