If something fails
A festival falls on a Saturday night and a quay on a Sunday. This page says what to do in the first minute, and what happens next.
The first minute
- Reconnect nothing and reset nothing until you have spoken to someone: re-energising onto a fault makes the failure worse and can injure people.
- Keep people away from the equipment and stop anyone approaching it.
- Note the exact time, what was running, and what is shown on the unit.
- Call. The number is handed over at the connection and it is displayed on the equipment.
What happens next
First we establish with you whether the fault is in the hired equipment or in the installation it is connected to: the answer is not the same, and the order of the checks avoids losing an hour. If the equipment has to be replaced, that means transport and a fresh commissioning, and we will tell you honestly how long that takes rather than give you a time we will not keep.
Who to call
The support number and the person who answers are handed over at the time of connection, together with the languages they answer in. They are displayed on the equipment, not buried in a contract.
What the hire covers
- A failure of the hired equipment, other than through misuse, impact or the intervention of a third party.
- Replacement of the equipment when it cannot be put back into service on site.
What it does not
- A fault in the installation the equipment is connected to.
- A failure following a modification made without us.
- Moving the equipment around the site without prior agreement.