Rights regarding Starlink installation costs of failed product

WiltsIT

I purchased a Starlink internet connection about 2.5 years ago, and have been very happy with it. It was instllaed by a third-party company recommended by Starlink (which required working at height to install the dish on the roof). However the router/dish controller supplied by Starlink has just failed (no power lights). Starlink have confirmed it is dead and immediately offered to provide replacement free of charge. However they have changed the design of their equipment, and the new router/controller they supply is no longer compatible with our existing dish and requires a different cable between the dish and the router (and they have no stock of the previous version), They are therefore also supplying a replacement dish and cable.

However, this will therefore need to be reinstalled professionally with safe working at height. I have been quoted £225+VAT for this, but Starlink are refusing to make any contribution to this cost (eg by providing free service for a number of months). I have quoted Consumer Rights Act 2015 but they say that they only have to replace the faulty equipment.

Surely as a consumer I shouldn’t be out of pocket for a failed product that has clearly proven not to have lasted a reasonable length of time? Do I have any rights here?

Ayr_Rage

Did the original installation incur extra fees due to the positioning of the dish?

Grumpy_chap

You've had 2.5 year's use of the equipment and now getting a full replacement.

Is that replacement being provided for free?

The supplier would be entitled to make a charge for the beneficial use received to date.

If there is no such charge being applied, use that saving to pay the installation charge.

WiltsIT

https://forums.moneysavingexpert.com/discussion/comment/82122453#Comment_82122453

Yes the original dish was installed by a Starlink approved/recommended third-party at a cost of around £300.

Gonk1967

https://forums.moneysavingexpert.com/discussion/6681730/rights-regarding-starlink-installation-costs-of-failed-product

As a sidenote, what kind of speeds were/are you getting? download/upload? I'm assuming you're in Wiltshire.

Aylesbury_Duck

As someone has already suggested, you're getting "betterment" as far as the product itself is concerned. They can't fix the router, so replacement or refund are the options. I suppose they could refund the cost of the whole setup and installation, depeciated to account for use to date. I suspect that you'd prefer a working system, and they're giving you a brand new router, dish and cable.

I wonder what the depreciated refund would amount to? If it's in the ballpark of £270 then it's similar to what you'd get from insisting on a refund. Yes, you're shelling out £270 that you hadn't planned, but you're getting a brand new setup for it.

If you would prefer a partial refund and use the money to buy a replacement setup from them or from elsewhere, tell them that's what you want.

the_lunatic_is_in_my_head

https://forums.moneysavingexpert.com/discussion/comment/82122484#Comment_82122484

"The supplier would be entitled to make a charge for the beneficial use received to date."

Which part of the CRA are you relying on to make this statement?

Woodstok2000

https://forums.moneysavingexpert.com/discussion/comment/82122634#Comment_82122634

In the legislation they refer to a 'deduction for use'. It is explained in Note 141, pursuant to Section 24.

https://www.legislation.gov.uk/ukpga/2015/15/notes/division/3/1/3/4/6

the_lunatic_is_in_my_head

https://forums.moneysavingexpert.com/discussion/comment/82122652#Comment_82122652

That section isn't applicable.

Woodstok2000

    
        https://forums.moneysavingexpert.com/discussion/comment/82122653#Comment_82122653
    

Exactly - I agree with you. It relates only to circumstances where the consumer is getting a refund - not the case here.

If this case falls under Section 23, according to the notes, the supplier has to bear the costs of removing the product and reinstalling a new one….

https://www.legislation.gov.uk/ukpga/2015/15/notes/division/3/1/3/4/5

This section details a consumer’s right to insist on repair or replacement of faulty goods, the cost of which must be borne by the trader. This includes the trader bearing any costs involved in the removal of an installed item and reinstallation of a replacement. A replacement would usually need to be identical, that is of the same make and model and if the goods were bought new then the replacement would need to be new.

I guess Starlink may argue they are replacing and reinstalling the faulty router, and the wiring/dish is still fit for purpose (just not with the new router). Would be interesting to follow that argument to a conclusion.

born_again

Who did OP pay for install & starlink?