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Business Profile

Electronic Instruments

SpaceX

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 486 total complaints in the last 3 years.
  • 74 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/25/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Our Starlink internet has been offline since May 6th. We followed all of the trouble shooting steps they recommended, but it did not fix the problem. We then submitted a ticket to their Customer Support. We got an email saying they received our ticket, but no other communication since. I have updated our ticket daily letting them know were still offline, still no answer or any indication of how long well need to wait to get an answer. We would appreciate help resolving this issue with Starlink as submitting a ticket to their customer support is the only communication option they offer. Starlinks poor customer is disappointing, especially since we pay $120 month for this service.

    Business Response

    Date: 06/16/2023

    Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal TIK-******-*****-19.

  • Initial Complaint

    Date:05/22/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I requested a $99.00 deposit refund over a month ago. It took 2 1/2 weeks for them to even respond to my initial inquiry. Once they did they said my bank "denied" the refund. I contacted my bank and they stated there was never any attempt to refund my money. I responded to Starlink with this information and they said they would "check with their processing center" and I have yet to hear back from them. I've messaged them two more times, no response. TERRIBLE customer service. Thank God we decided not to use them. I can only imagine the customer service if you have internet issues.

    Business Response

    Date: 05/29/2023

    Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that there is not enough specific or adequate enough information in the case to assist the customer.  If the issue has not been addressed or fully resolved through the Customer Support application, please provide the full Starlink account # or internal Ticket number.

  • Initial Complaint

    Date:05/20/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Starlink system stopped functioning (Starlink Disconnect error). I reported the problem via their Chat on 5/7/2023 and as of 5/20 they have not responded at all.

    Business Response

    Date: 05/29/2023

    Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal TIK-******-*****-95.

  • Initial Complaint

    Date:05/13/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    03/29/2021 - Paid $99 deposit for future services. Projection date **** 2021.04/14/2022 - Updated billing information for Customer Account #: *******************, as original payment method on file, the card that paid my $99 deposit, was now closed. Provided updated bank account **************/14/2022 - Requested deposit refund. 04/15/2022 - Sent follow-up message to draw attention to accounting updates.04/18/2022 - **** wrote "Our records indicate that your order has been canceled and refunded on 2022-04-14. This cancellation cannot be reversed. Your refund will be processed within **** business days of initiating the refund. Contact Starlink Support if your refund is not posted after 10 business days. If your card was canceled, your refund will be posted to the account connected to the card used to make your initial deposit. We are unable to change accounts for refund receipt at this time.THIS ISSUE HAS BEEN CLOSED There was/is no way to reply to this message or send a new one. Have have tried different avenues of SpaceX, space-track.org even "shopping" link.To tell them that the card ACCOUNT was CLOSED. Not canceled and a new card was issued etc. Also, they had the new default payment information on 04/14/2022, yet no refund was issued. Not **** days later or to date.Note to whomever is reading this:I appreciate your time and help. My whole life changed on 03/22/2022. That is the day I was diagnosed with stage IV Lung Cancer that had already spread to my brain. Since then I have been extremely busy doing NOTHING else, (nearly literally) but fighting cancer. For over 14 months now my life has fallen apart financially, emotionally and physically. But, I won. I am officially a Cancer Survivor as of 05/08/2023.I am broke, but I won. It seems a bit crazy to think of this $99 one-sided fight, (one-sided because there is no way to contact Starlink, SpaceX or *****************) regarding a refund they claim they already issued.It's NOT chump change to me.

    Business Response

    Date: 05/22/2023

    Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal TIK-******-*****-5

    Customer Answer

    Date: 05/23/2023

     
    Complaint: 20056175

    I am rejecting this response because:


    The original payment/deposit credit card "account" was CLOSED, not the card cancelled but account remained open.  No refund was received at either  bank. Please provide proof of your successful $99 refund transfer/transaction.

    Sincerely,

    ***************************

    Business Response

    Date: 06/20/2023

    Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal TIK-1008341-73928-44

  • Initial Complaint

    Date:05/11/2023

    Type:Customer Service Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought a new Starlink system and cant access any support due to my account not working. Customer support is terrible.

    Business Response

    Date: 05/17/2023

    Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal TIK-******-*****-0.

    Customer Answer

    Date: 05/17/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *****************************

  • Initial Complaint

    Date:05/10/2023

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My starlink has stopped working properly. It worked fine for 7 months and now there is little to no connectivity to the internet. I sent two messages to starlink one on 4-25-23 and 5-2-23. I have received no response. I am still getting billed and the internet does not work. I would like starlink to trouble shoot it and contact me about what to do. My account is ************

    Business Response

    Date: 06/01/2023

    Thankyou for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal TIK-854724-72364-2. Both messages from our customer were received and a response from a Starlink associate was provided on 5/21/23. 

  • Initial Complaint

    Date:05/09/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    They (Starlink) sent a new(refurbished actually) kit to fix a bad connection and latency problem with the original , now ever since wife swapped it out and it was working then it keeps doing the problems in the attached photos. They take hrs and even days to respond. My wife needs the internet as she works from home online for the bad Prime Therapeutics LLC. Please get them to fix the problems and actually call when they are asked to. Please also advise what legal action she can take against Starlink if she loses her job because of lack of internet that we pay$120 a month.

    Business Response

    Date: 05/17/2023

    Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal TIK-******-*****-97.

    Customer Answer

    Date: 05/17/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
    But please work on the bad latency problem, and the increase in monthly cost.
    Sincerely,

    *************************

  • Initial Complaint

    Date:05/08/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Went to use my system 5-5-2023 and dish would not power up. Checked all cables and connections and still nothing did a hard reset and still nothing I reached out to spacex/starlink customer support on ****** and have yet to hear anything back from them. I want my system replaced with a newer model and credits towards my account for a system I can not use at all.

    Business Response

    Date: 05/15/2023

    Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal TIK-******-*****-21.

    Customer Answer

    Date: 05/15/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ***********************

  • Initial Complaint

    Date:05/08/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My Starlink internet crashed on Apr 13. After a brief chat with their support they determined that it was due to a faulty router. They agreed to replace the router and the cable that connects the router to the dish which was expected as the equipment is still under warranty. The cable shipped almost immediately and the router had an estimated ship date of April *****. I still have not received a replacement router to date (May 8). I have reached out to their support many times ( i can provide dates and times but I estimate I have reached out no less than 30 times) to inquire about the whereabouts of the replacement router. When I receive a response, and I say when because sometimes they choose to ignore me, I get a generic response or they say they are sorry but due to high volumes it will be delayed. In Starlink's own warranty policy it clearly states "Starlink will cure confirmed failures within 30 days of receiving your claim. This includes at Starlinks choice, by replacing or repairing the Starlink Kit with a new, different or refurbished device or part". I have reason to believe they are never going to meet this threshold therefore they are in violation of their own warranty policy. Also, Starlink having higher demand than what they can handle is not my problem. I was an early adopter who paid $900 for the equipment (what a mistake) and that same equipment is now $200. Is there not a duty to existing subscribers? I have never encountered a support or company so inept. To make matters worse I explicitly stated that I work from home ( I live in a rural setting) so my internet is of the utmost importance. I have incurred greater expenses due to this fiasco as I now have to drive somewhere with internet every day.

    Business Response

    Date: 05/15/2023

    Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal TIK-******-*****-10.

    Customer Answer

    Date: 05/15/2023

     
    Complaint: 20032432

    I am rejecting this response because:

    it took over a month for them to satisfy the warranty claim. I have other support claims in and they have been in for multiple days with no response. The entire support experience with this company is atrocious. 


    Sincerely,

    *********************

    Business Response

    Date: 06/16/2023

    Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal TIK-******-*****-91.

  • Initial Complaint

    Date:05/08/2023

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My first support ticket was April 26th. I have since put in 2 additional tickets to try and help get our issues resolved with the hardware. Our router and ethernet adapter are not working. We have spent multiple days troubleshooting and have not gotten a single response from Starlink for any of our tickets since April 26th. We are paying $120/mo for service we cannot use until our hardware is replaced. Account ID: *******************

    Business Response

    Date: 05/15/2023

    Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal TIK-******-*****-10. 

    Customer Answer

    Date: 05/15/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and they have stated they are sending the necessary equipment to resolve our issue. 

    Sincerely,

    ***********************

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