Hire problems are rare, but knowing how to handle them means less stress on the day. A practical guide to the most common issues.
Hire problems are rare, but knowing how to handle them means less stress on the day. A practical guide to the most common issues.
Hire problems are uncommon, but knowing how to handle them before they happen means less disruption on the day. This guide covers the most likely issues and the right steps to take in each case.
Photograph any damaged item before use and contact the hire company by phone or email on the same day. Keep the item separate from the rest of the order. Most hire companies either send a replacement or note the item for a credit at billing. Do not discard a damaged item before contacting the hire company: they need to see it.
Check the delivery note against what arrives while the driver is still present. The driver can flag discrepancies on the spot and report back to the depot. If you notice a problem after the driver has left, call the hire company immediately. For some items, a second delivery is possible the same day if you call early enough. Do not rearrange the entire setup to work around a missing item before calling: the hire company may be able to resolve it.
Call the hire company directly rather than trying to reach the driver. Ask for a revised arrival time. If the delay is long enough to affect your setup schedule, note the time and document it in writing after the event. Late delivery caused by the hire company is their liability, not yours.
If the hire company misses the agreed collection window, contact them to rearrange. Keep items secure and dry in the meantime. You should not be charged an extra hire day for a delay on their side. If the delay is on your side, for example the venue locked the storage room, call the hire company as soon as you know and expect a potential additional day's charge.
Expo Hire includes a damage waiver as standard. Accidental breakage during the event is covered, so a dropped glass or a chipped plate does not result in a charge at the end. The waiver does not cover loss of items, deliberate damage, or staining that goes beyond normal use.
Loss of items is not covered: chairs left at the venue by guests and not returned at collection, crockery that goes missing overnight, items taken from the site. Damage from misuse is not covered: chairs used as stepladders, tables left outside in overnight rain, items stacked in a way that causes structural damage. Keep the hire items secure and account for them at the end of the event.
If the hire company does not respond to a reported problem within a reasonable time, follow up in writing by email. Keep a record of all communication, including the time of your calls. A written record protects you if the issue needs to be escalated further or disputed at billing.
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