Faulty Installation of Satellite Dish by Aerialforce

the_lunatic_is_in_my_head

Thanks for the info OP, so it seems they just found something solid in the ground to bolt to and hoped for the best. 

I don't know if you have any other paperwork other than the 2 already scanned above?

Any ambiguity in a contract favours the party that didn't write it, so "Starlink none standard install" could mean anything unless it's defined somewhere that I'm missing or haven't seen. If it had said Starlink none standard install + extra for creating solid fixing if required, or whatever, then it would be very clear that you'd be expected to pay any extra for them to create a solid base if required but looking at your garden, the quote and what they did I personally think they should be installing your pole to a solid base in the correct location all without any further charge.

If you wanted to make your life easier you could dig a hole 1 foot square and 2 foot deep in the right location, fill it with concrete and then request they mount the pole on it. It would take half a day and cost relatively little compared to what you've paid plus the headache factor. 

If you did that there should be no question that they should then mount the dish on the pole to your new base without charge IMO. I'm not an expert on what kind of base is required but if they just bolted it to a slab under the grass first time around then 2 cubic feet of solid concrete sounds sufficient to me as an amateur. 

If you did this but they refused to come and put the pole up I'd seek to recover the full amount you paid via small claims, starting with a letter before action detailing the legislation and it's relation to the events that I detailed in the above post. I wouldn't mention anything they have said to you (new job, warranty not carrying over, etc), it's irrelevant as it holds no weight and just confuses the issue. 

If you think you can't lay a base I'd find a handyman to do this, and ask them to fix the pole, if they again refuse claim the full amount back via small claims, possibly plus the cost of the handyman and their materials. 

If you wanted to go full on then insist they make the base and do the pole and if they refuse find another company to do this and reclaim the full payment (plus any extra you pay to the second company as damages) via small claims. 

I can see why you aren't happy and I don't think they are acting in a satisfactory manner at all. 

m0bov

Can you not push for a refund, they have not done the work to a professional standard. Then get a local independent in who can do a proper job. How did you pay for the work, credit card?

born_again

Clearly there will be extra costs as more cable (new length) given it is now further away, & might even enquire cable to be laid under ground.

Can it not be mounted on house, like a sky dish?

Nanako

So I've just had a third party in to give me a quote

For the work that the previous company quoted £475 for (moving and remounting the dish), Aerial Services gave me a quote of 180

In addition, he completely disagreed with the previous engineer's assessment that a ground mount was the only feasible option, and believed a chimney mount would do me fine

But most curious of all, after he gave his quote I told him what the previous quote was, and he guessed Aerialforce was involved just from hearing the price, without missing a beat. Apparently they have a bad reputation and have featured on Rogue Traders

Nanako

And I have just discovered another horrifying detail. See attached images. Aerialforce has run this cable through my neighbor's fence. I'll have to take a saw to the fence to change the angle of it nowe

the_lunatic_is_in_my_head

Nanako said:

So I've just had a third party in to give me a quote

For the work that the previous company quoted £475 for (moving and remounting the dish), Aerial Services gave me a quote of 180

In addition, he completely disagreed with the previous engineer's assessment that a ground mount was the only feasible option, and believed a chimney mount would do me fine

But most curious of all, after he gave his quote I told him what the previous quote was, and he guessed Aerialforce was involved just from hearing the price, without missing a beat. Apparently they have a bad reputation and have featured on Rogue Traders

OP if that's the case seek your price reduction from the first company, full price paid plus warranty. They've had an attempt at a repeat performance and consumer rights permit you to seek this. 

Nanako

At this point, given the incompetence, price gouging, and gaslighting on display here, I feel like I've been scammed, and i don't think i want those guys back in my house again

As folk have pointed out above, i've given them a chance for a repeat performance and they have failed that too, I feel that it is time to look for compensation

Can anyone advise on how I might go about writing such an email? Is there a guide to the right mix of professional and serious, without seeming irate and blusterful? 

I now have a quote (£180) from a third party to repair their mess, although thats not factoring in the damage my neighbor's fence will have to suffer to get the cable out of there

Should I request a refund of 180 plus the warranty fee? Is that amount supported by my legal rights?  Would I need to provide some kind of proof of this third party quote existing?

the_lunatic_is_in_my_head

There are templates on Google for a letter before action, if you whip a letter and post a copy here before sending I'm sure you'll get some feedback  

Nanako said:

Should I request a refund of 180 plus the warranty fee? Is that amount supported by my legal rights?  Would I need to provide some kind of proof of this third party quote existing?

The first visit is worth zero as the job wasn't done (the dish didn't work), the second visit did achieve something, they mounted it to the manufacturer stand and presumably pointed in the right direction, if you was generous and took full price minus £120 for that and claimed the difference it seems fair to me. 

OP don't take this the wrong way but the fence has no value, it's on it's last legs looking at the photos and any claim for repairs would be betterment. It's a poor job but I would also assume the second company you have a quote from can unhook the cable from the dish and pull the wire through. 

Nanako

Okay, I have written up a first draft of a letter of demands to be sent to them. Feedback is requested

To the TV Aerial Company

My name is <my name>
I am writing in regards to recent work I have had done at <address>

On Jan 5th 2023, I had a starlink dish installed
I raised several concerns with the engineer both before and during the installation, including that the mounting location seemed too close to the house, and that the starlink app showed an obstruction. He assured me these problems would clear up as it calibrated. He chose the mounting location and the method of installation, I accepted his advice and recommendations on all counts.

A week later, these problems did not clear up.  The connection was highly unstable due to obstructed line of sight, caused by the corner of my house. It was not useable for any consistent length of time in this state, and I was unsatisfied with the installation
As an additional side note, the engineer has also threaded the cable through my neighbor's fence, which will require sawing to correct

The Consumer Rights Act 2015 applies here
https://www.legislation.gov.uk/ukpga/2015/15/section/49/enacted
(1)Every contract to supply a service is to be treated as including a term that the trader must perform the service with reasonable care and skill.

For a satellite dish to be installed in an unobstructed location is a reasonable expectation of skill.

I have tried to resolve the situation amicably using my Right to a Repeat Performance
https://www.legislation.gov.uk/ukpga/2015/15/section/55/enacted

On the 16th of january, the same engineer came out again to inspect the site. He removed the dish from its mounting and placed it, freestanding, in an area farther from the house. This has solved the obstruction, but now the dish is unsecured and vulnerable to weather, which is not a tenable situation. I enquired about getting it secured, and I was given a quote of approximately £475 for this work

Note the above legislation again, and particularly:
(2)If the consumer requires such repeat performance, the trader—
(b)must bear any necessary costs incurred in doing so (including in particular the cost of any labour or materials).

By attempting to charge me again for the necessary work to secure the dish, my consumer rights have been violated



https://www.legislation.gov.uk/ukpga/2015/15/section/56/enacted

Under section 3B: I have invoked repeat performance, and your company has attempted to charge for it, this is in breach of the requirement to do the repeat performance without significant inconvenience.
Given the poor workmanship displayed, and the lack of responsibility in covering the necessary cost of repairing those mistakes, i believe it prudent to withdraw from our business relationship
Given the above, I am exercising my legal Right to Price Reduction.

I have sought a third party quote and recieved a figure of £180 for work to re-mount the dish, I seek this amount to be refunded
In addition, as the TV Aerial Company has failed to honour the terms of their own warranty, I seek a full refund of the additional purchase of the 2 year extended warranty, £115

In all, I request that I be refunded a total of £295, to the same payment details i originally used to make payment

Nanako

the_lunatic_is_in_my_head said:

There are templates on Google for a letter before action, if you whip a letter and post a copy here before sending I'm sure you'll get some feedback

The first visit is worth zero as the job wasn't done (the dish didn't work), the second visit did achieve something, they mounted it to the manufacturer stand and presumably pointed in the right direction, if you was generous and took full price minus £120 for that and claimed the difference it seems fair to me. 

Letter posted, see my post above this one

I'm not sure i can call it worth zero, the dish did work, I had internet. It would just cut out for several seconds every few minutes. Which is definitely not fit for purpose, but maybe is nonzero in functional terms