First off, they shouldn't have to semi-legally be able to work on their own equipment. In fact, the copyright law ought not to be applying to these kinds of issues. One of the very early cases around this intersection between digital locks and devices involved a company based in Burlington, Ontario, called Skylink, which made a universal garage door remote opener. It's not earth-shattering technology, but they spent years in court, as they were sued by another garage door opener company, Chamberlain, saying that they were breaking their digital lock in order for this universal remote to work.
The idea that we apply copyright to devices in this way is where the problem lies. The origins are these 2012 reforms on digital locks. The solution is to ensure that we have the right exceptions in there, so that the law isn't applied in areas where it shouldn't be applied to begin with.