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32) What if goods arrive damaged, incorrect late etc? |
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If goods are physically damaged on arrival ensure that that the courier's paperwork is duly noted. If necessary unpack the goods whilst he is present as outer packaging can often show signs of damage whilst the equipment inside is still in good condition. |
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If the goods are delivered late then advise our office as soon as possible with a note of what time you signed for the goods. If a timed delivery was paid for and not met then we will get a reduction in delivery cost from the couriers which we can then pass on to you.If there is a package missing please advise us a soon as possible so we can investigate. |
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Pay close attention to the courier's paperwork where there are a number of packages being sent that you only sign for the number received. If you sign for all packages and one is missing it is then very difficult to claim a loss from the couriers at a later date and you then become liable for the missing equipment. |
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If we have sent incorrect equipment or items are missing please contact us as soon as possible so we can rectify the situation. |
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33) I missed the delivery driver, what now ? |
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If you have missed the delivery driver they should leave a note advising you of how to contact them to get your goods. Please note that in these circumstances it is your responsibility to contact the courier company and re-arrange delivery. We will assist if we can but equipment will be on rental from the agreed date. |
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34) I waited all day and no delivery came |
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Where the courier has failed to make the delivery we will endeavour to rectify the situation as soon as possible. Under these circumstances rental costs will not be started until goods are delivered. |
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35) I've got the equipment but it doesn't do what I want |
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If you have received equipment and as part of our communications you have specified it should undertake a specific task and we have agreed that it is suitable then we will try to provide a replacement more suitable machine as soon as possible. |
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If however you have not advised us of your requirements and have assumed that it would come with X, Y or Z or would be compatible with your software and this does not work then all costs associated with getting a replacement machine will be to your account. |
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You must ensure that the equipment we offer is suitable for your task. Whilst we can make recommendations the final choice and decision is down to you. |
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If in doubt ask before ordering ! |
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36) Its broken, what now? |
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If your equipment fails please contact us as soon as possible. |
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We will see if it is possible to solve the problem over the phone, if not a replacement product will be sent down or in the case of large items such as plotters we may elect to send an engineer in to repair the unit. |
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In either case where an item fails you rental rate will be suspended so best to advise us as soon as possible. |
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37) What do the repairs cost? |
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Under most circumstances all repair costs and associated freight is at no charge to you, this is included within your rental rate. |
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The exceptions to this is where failure has been due to physical damage by you, problems in installing your software, virus infections, use of incorrect consumables etc. Under these circumstances all costs associated with repairs and freight will be to your account. |
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38) Its totally broken / stolen |
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Where equipment has been stolen and/or damaged beyond repair then full replacement value of the goods will be charged. |
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Rental costs will be terminated as soon as you advise us, at which point payment is required for the equipment. If payment is not made then rental rates will continue until settlement is made in full. |
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No discount will be given to reflect any rental payment or age of equipment. |
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39) The equipment has failed/late delivery etc and it has cost me money ! |
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Rent IT cannot be responsible for any third party costs incurred by you as a result of late delivery, failed or unsuitable equipment. Our limitation is the cost of the rental and delivery costs as applicable. |
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Furthermore these costs will only be credited on the item that has failed not on all equipment supplied as part of an order. |
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40) I need to extend the rental |
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This is not normally a problem. Just contact us prior to the day of collection and advise us of the new collection date. We will then arrange collection for this revised date. |
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Alternatively you can leave the collection date open ended and make contact with us at a later date to confirm collection date. |
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41) I have extended the rental, will the cost go down ? |
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If you extend your rental then we can revise your costs to reflect the new overall, extended, rental period. New rate will be applicable from the day you confirm the extended rental but no credit will be given against rental costs already incurred. |
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It is thus in your interest to contact us as soon as you know that an extended rental will be required and advise us of the new minimum rental period. |
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42) I wish to return the equipment early |
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If you wish to return the equipment before the end of the agreed rental term this can be arranged ( Such is the flexibility of rental !) |
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A penalty charge will be incurred however this will be based on the difference between the daily rate for the period you actually have the equipment and that of the original agreement |
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As an example if you had agreed to a 30 day rental at £10.00/day and you returned the equipment at 20 days which would normally be £12.00/day then your penalty payment would be 20 days at £2.00/day. Your total overall rental payment would then be 20 days at £10.00/day plus £40.00 penalty payment |
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43) How do I arrange collection? |
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Normally payment for collection will have been made with your initial order. Collection date will have been agreed and we will have noted this at point of order. |
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You may well also receive a call from our administration staff just to confirm everything is in order prior to sending in courier. |
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For collection all items should be securely packed in there original packaging. Cardboard boxes should be secured with tape so no items can be lost from them. Return labels may be included with the shipment however the collection driver should be able to label these items for return. |
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It is in your interest to ensure you have some form of record of how many packages were returned. Bear in mind you are responsible for the safe return of equipment and if you cannot confirm what the driver collected you may be liable for replacement costs! |
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44) I have missed the collection driver |
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If you were not available when our collection driver called and/or the equipment was not available for collection/boxed etc then you will be liable for a missed collection charge. These can vary and can be up to the actual collection charge itself. |
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In addition you may find yourself liable for additional rental costs for the extended period you have the equipment. |
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45) What if something is not returned or is damaged? |
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Equipment is normally physically checked shortly after arrival at our premises. At this point missing items and/or physically damaged items will be identified. |
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At this point you will be contacted to make you aware of the problem with the option to either find and return the item or pay the replacement cost. |
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Equipment will then proceed through to our workshops where a full functional test will be undertaken. Should nay damage, or further damage, be identified at this stage you will be advised. |
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