Why Contact is Key When Hire Equipment Goes Wrong

It is a fact of life that breakages and problems sometimes occur during a hire period. While a single broken cup in an order of a thousand is barely worth thinking about, there can be times when issues arise because something has not worked as it should.

The key with any issue is not about who is to blame, but how to fix it. We want every event we serve to be a success. We do not want events to have issues because a piece of equipment has not worked or an item has been broken in transit.

With this in mind, here is a guide to what to do if there is a problem.

Check Hire Equipment When it Arrives

The earlier we know about a problem, the easier it is for us to fix.

Before signing for a delivery, take a quick look over everything to make sure it has all arrived and is in good working order. If there is an issue, ask the driver to call the office. We can then work out how to fix any problems quickly. One of the reasons we insist on delivering the day before an event is to give us time to sort out any issues that arise.

Problems get harder to resolve the longer they go unreported. If we are not told until after an event, we have no chance to make things right. Likewise, breakages not reported immediately introduce doubt about when they actually occurred. As a hirer, it is important to check everything as soon as possible and contact us if anything is wrong.

There are occasions when a hirer is not present to receive delivery, for example when we are delivering exhibition equipment to a stand. With those orders, check equipment as soon as you have access and contact us with any queries.

Do Not Try to Fix Equipment

If there is a problem, the temptation may be to fix it yourself. If it is something as straightforward as changing a fuse in a plug or pressing a reset button, that is fine. What we must ask is that customers do not open up equipment to try and repair it.

This is particularly the case with high-end equipment like ovens, fridges and hot cupboards. These require qualified professionals to check, service and repair, and opening them up without the right knowledge can cause long-term damage.

If it is a problem that can be fixed by pressing a reset button, we will tell you how to do it. If it is more complex, we will arrange to send out a replacement piece of equipment or a repair technician.

Refer to Manuals

Some problems are caused by using equipment incorrectly. This is particularly the case with larger catering equipment hire and outdoor hire.

We can email a manual for any piece of gas or electrical equipment and are adding them to product pages so customers can download them directly. Using equipment correctly is the most reliable way to prevent problems, so if you have any queries, call us and our warehouse team can advise.

Pack Things Away Carefully

Breakages most often occur in transit, so pack things away as they were delivered. Some guidelines to follow:

• Make sure linen is dry, free of food debris, glue or wax, and placed into the bags provided
• Do not overfill boxes as it makes them difficult to carry and increases the chance of breakages
• Make sure doors are properly closed on equipment and plugs are not trailing

Our drivers will do their best to count equipment back onto the van, but responsibility lies with the hirer to make sure everything is ready for collection. If hire equipment is missing, the hirer is responsible for returning it, and an invoice may be raised for replacement costs.