I don't know how this is in parts of the country where there are more places with espresso machines, but in my corner of Wisconsin service techs start out great and then go insane. I had one who just suddenly dropped completely off the map (fled the country it turns out) without telling any of their clients. Another one started messing with brewer settings inappropriately. There was the one who threatened to sue me when I told him we no longer required his services.