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Business Profile

Electronic Instruments

SpaceX

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electronic Instruments.

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:05/03/2023

    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.
    On 4/13/2023 our Starlink kit was shipped and delivered on 4/17/2023. It was up and working good for a few days. On 4/21/2023 it stopped working completely. A ticket was submitted to Starlink via the Starlink app on 4/22/2023. All of the troubleshooting recommendations were completed with no results. There hasn't been any response at all. So far we have spent around $700.00. Starlink sent an email recently stating there would be another payment due mid May. By mid May, we will have paid them over $800.00 for about two days of internet service. This is unacceptable and we need this issue resolved.

    Business Response

    Date: 05/11/2023

    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-******-*****-6.

  • Initial Complaint

    Date:05/01/2023

    Type:Customer Service 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 internet service has been out for 8 days. I have contacted Starlink thru their app. This seems to be the only way to get ahold of them. They have no other customer service options. Day 8 zero response even though they just billed my credit card again for this months serve fees.

    Business Response

    Date: 05/09/2023

    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-852653-50770-98

  • Initial Complaint

    Date:04/28/2023

    Type:Customer Service 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.
    On 2023-April-04 I submitted a customer service request on their app as directed by their website.Our internet has stopped working, and I have been forced to try to diagnose the issue without the help from their technical support. Since my submission on their app, I have not received a response from the company. There is also no way of telling if the request was even received. From my understanding there is no other way to communicate with Starlink/SpaceX, and they provide no ETA as to when they will get back to you.Unfortunately our internet is still offline, and we do not have any other viable Options for internet here in rural Northern, ******.Improvements need to be made with their customer/technical support structure to ensure customers are being helped in a timely manner.

    Business Response

    Date: 05/04/2023

    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-******-*****-87.

  • Initial Complaint

    Date:04/28/2023

    Type:Sales and Advertising 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 Starlink service has had 3 multi day outages in the past 2 months. Currently the one I am experiencing has been going on for 9 days. I've been giving them updates daily about my service still being down. I only update I've gotten from them is I should be 'patient'..... No response that we are working on it, or would you like a replacement router, etc.etc...My current open tickets are #TIK-842035-64320-87 and #TIK-852088-80878-12. I had a third one opened #TIK-854491-38706-5 but they closed it after they told me to be 'patient'.....

    Business Response

    Date: 05/04/2023

    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-******-*****-12.

    Customer Answer

    Date: 05/09/2023

     
    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:04/27/2023

    Type:Sales and Advertising 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 have had Starlink since January 2023. I have used it, and also had it replaced since Ive had it with no problems initially. No at my current location I cannot get good service and sent ina ****** to get it resolved. I first contacted them on April 17, 2023, and again on 4/19, 4/21 and 4/24. As of this date, April 27, I have not recieved a reply or any action to fix my internet. STARLINK has no Technical Support number or email. They soley use the internet ****** syste which does not work on purpose, and do not provide a means to get srvice and support because they do not timely answer there ******s and leave custoners without internet. This is no way to run a support sysyem and SpaceX and Stsrlink should be ued for not providing support.

    Business Response

    Date: 05/04/2023

    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.

    Customer Answer

    Date: 05/06/2023

     
    Complaint: 19991420

    I am rejecting this response because: You did not supply support to the ticket until after 2 weeks. I want a refund of the internet loss during the non-response time and loss of internet. Account number: : ********************. Kit number: KIT00294647.

    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-******-*****-0.

    Customer Answer

    Date: 06/27/2023

     
    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. Butit was not resolved in a timekly ***** and thereturn of payment for lost internet was not addressed. Otgerwusw I have restired services, but that is all.

    Sincerely,

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

  • Initial Complaint

    Date:04/27/2023

    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.
    on feb 20 2023 I ordered starlink satellite and router, it was delivered a few days later. I used it for 2 weeks and then tried to get a hold of starlink to return before the 30 day trial period was up, I tried to contact them through my account but they say my credentials were invalid, now I cannot get a hold of them to get RMA shipping papers. then on March 17, 2023 they charged my debit card $90 without m;u permission. As of April 5, 2023 I have no service.

    Business Response

    Date: 05/16/2023

    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-******-*****-2.

  • Initial Complaint

    Date:04/26/2023

    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.
    After moving to a new location to open our new business office, we found ourselves with a huge issue with regular internet providers. Someone mentioned Starlink (SpaceX) to ** and it was the worst mistake ever. First & foremost you have to buy your own equipment (satellite, router, modem, cables) It's been months of CONSTANT, EVERYDAY service interruptions. CONSTANT, EVERYDAY service request because they have no customer service email or phone number with little to no answers every. We have requested new equipment as they swear that is the problem (Filed on 2/13/2023) & all we have received is a new wire. They claim to be back ordered on **************** but new business can buy them when they request service. We just want it fixed & some communication back. I don't know any business that does not have a phone number or a customer service email. It's ridiculous. This hold up is costing me everyday business and my employees as well. I wish I had ANY other option but they are the only service providers in our rural area.

    Business Response

    Date: 05/04/2023

    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-******-*****-7.

  • Initial Complaint

    Date:04/25/2023

    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.
    My Starlink internet has read offline-disconnected for over 21 days! Ive had Starlink internet service since December of 2022 which has been great since there are not a lot of internet providers in my area. I noticed my Internet was not connecting starting on April 7 2023. I tried every troubleshooting instruction without success. I filed a support ticket the same day thinking maybe there was a disruption from a hail storm our area experienced on April 4. There was no damage to dish, cable or router. I hadnt received a response and submitted 3 more support tickets, while in the meantime, continuing to troubleshoot without connectivity. I finally received a response via starlink app, stating starlink does not cover weather damage so I have to purchase another starter kit for $599.00. I felt this was very unfair as my neighbors also have starlink, experienced the same hail storm without incident, and there was no apparent damage to my equipment. I responded back stating to escalate my situation to management. I received a phone call and they agreed to only send me a new cable as a one time courtesy. Another week goes by, I received the new cable and still have no internet. I sent another support ticket on April 23 saying cable did not solve my issue and I would like to send in my dish to be serviced as it is unfair and unacceptable to have to pay another $599.00. Important to mention I am still being billed $120/month and have been without internet service since the beginning of April or Ill just say April 7 when I submitted my first support ticket. My husband thinks it had disconnected before April 4 but were not sure on the exact date it went offline. I think it would only be fair to be sent another starter kit free of charge since there is no damage to my current equipment and I am still being charged for Internet that we do not have.

    Business Response

    Date: 05/04/2023

    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-******-*****-13.

  • Initial Complaint

    Date:04/25/2023

    Type:Delivery 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.
    Ordered Starlink in December 2022, still no update on when i receive it. Have paid the $99, everyone is saying that you have to go to customer support and hit the thumbs down icon which will only show up if you are signed in. So i sign in and go to hit the infamous thumbs down and it is nowhere to be found....Therefore a BBB ticket is the only way to get them to contact me..(Crazy) i have neighbors who have received theres within a month and here i sit with $99 out of my pocket and no one to even contact to see if im still getting one.

    Business Response

    Date: 05/02/2023

    When customers successfully place a preorder for Starlink, they receive an email confirmation that verifies their order was placed, and includes instructions on how customers can log into their account. Customers are informed of their estimated service availability date while placing the order, and are able to view this information at any time by logging into their customer account on **************************. As a developing network experiencing high demand, estimated service availability may change over time.  For this reason customers are able to cancel at any time for a full refund of their deposit by logging into their account on starlink.com.
    If a customer inputs any incorrect contact information on their order, there is a Account Recovery function at ***************************************************************** allows customers to correct their information.
    Once it is time for a customer's order to convert, they will receive an email informing them, and will then gain access to the Customer Support team.
    We have verified that this customer's contact information is correct, and they have access to their account.

    Customer Answer

    Date: 05/03/2023

     
    Complaint: 19979489

    I am rejecting this response because: I have received the initial email, i have set up an account.  However this does not gain me access to any customer service nor does it give me a timeline.  My timeline says starting in 2023 (vague) I purchased in December.  I really need this for my 2 kids school work and i can not even tell the school when i may be getting starlink. In app and in web based platform neither of these outlets allow me to hit a thumbs up or down.  Thank you and i hope to get this resolved as te end game is i hope to have internet.  

    Sincerely,

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

    Business Response

    Date: 06/15/2023

    When customers successfully place a preorder for Starlink, they receive an email confirmation that verifies their order was placed, and includes instructions on how customers can log into their account. Customers are informed of their estimated service availability date while placing the order, and are able to view this information at any time by logging into their customer account on **************************. As a developing network experiencing high demand, estimated service availability may change over time.  For this reason customers are able to cancel at any time for a full refund of their deposit by logging into their account on starlink.com. 

    If a customer inputs any incorrect contact information on their order, there is a Account Recovery function at ***************************************************************** allows customers to correct their information. 

    Once it is time for a customers order to convert, they will receive an email informing them, and will then gain access to the Customer Support team. 

     We have verified that this customer's contact information is correct, and they have access to their account.

  • Initial Complaint

    Date:04/22/2023

    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.
    I purchased my system in March of 2022 and started service around that time. Everything thus far was fine until it wasn't. On Wednesday, around 5:30 pm Mountain Standard Time my system wenmt down. I get a starlink disconnected error message. We were in the middle of a snow storm but I still went on the roof to check the connection and check the cable for damage. There is no damage to any part of the system I can see. The router has power and I can connect to wifi, but there is no internet usage. It says its offline and starlink is disconnected. There is no power to the dish. I've followed every possible guide line with no luck. I looked at all the starlink support pages and nothing.I opened a ticket with Starlink and three days later and NO ONE has contacted me. I tried opening a second ticket, but they closed that as duplicative without looking at my first ticket. I am beyond frustrated at this point. I have only cellular hot-spot connections and rely upon and need starlink for work. I am down right now.I am frustrated that I can't get a hold of anyone. I went so far as to send an email blast to all Musk related companies. No response thus far. In searching online, this seems to be a common trend with this company. They have poor support, and zero customer service.

    Business Response

    Date: 05/02/2023

    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.

    Customer Answer

    Date: 05/02/2023

     
    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,

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

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