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Business Profile

Electronic Instruments

SpaceX

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 488 total complaints in the last 3 years.
  • 73 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:04/07/2023

    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.
    We have starlink satellite Internet. Weve had it for a year now with no problems, but April 1, it quit working. They have no way to contact customer service, other than submitting a ticket on the app. We did all the suggested help instructions from the app and then submitted a service ticket That one week ago and Ive heard absolutely nothing from them. In the meantime were sitting here with no Internet, no TV, and no computer. Can you help us resolve this problem, please?

    Business Response

    Date: 04/23/2023

    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-795291-25079-6.

  • Initial Complaint

    Date:04/05/2023

    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.
    COMPLAINT - STARLINK **************** UNRESPONSIVE re: ********************** Account #**************** August 2022, I purchased a Starlink system for $700.00 with the promise I would receive internet. January 2023 (5 months after my purchase), the Starlink router would have intermittent issues sending an internet signal, I contacted Starlink, via support ticket, and No response. March 2023, the entire modem went out. I performed all troubleshooting ideas via Starlink guides and other online trouble shooting techniques. I have a clear sky, no obstructions. March 28, 2023, I submitted a support ticket and have still not received any response from Starlink.I work from home and lack of service is creating a Hardship where I am unable to conduct my business to make an income to provide for my family.I have been paying for internet service that I was promised but am not receiving any service. I need to have my faulty equipment replaced and would like some type of credit back for not receiving what I was promised.Ph: ************ Em: dm_ ******************* Respectfully,*************************

    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-******-*****-5.

  • Initial Complaint

    Date:04/05/2023

    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.
    I put my Starlink equipment into Stow mode as I was unable to use it at my last location. I have since moved, Starlink is available now in my new place of residence. I am simply wanting to take it out of stow mode, and use the services. I am getting nowhere trying to get help on how to do this functionality. I have screenshots of my attempts at making this happen via the app, and also by logging into the website. Each to no avail. Its beyond frustrating at this point. The main issue is that when I tell the website I already own my equipment it is asking for equipment ID numbers. Which I have given to the system numerous times. And each time its saying my equipment is already in usage. But its not. I am sitting here looking at my equipment, its been in storage for over a year. I havent been billed at all in that timeframe. Second thing that is insanely annoying, is there is 0 ability to contact anyone at Starlink by phone or by email. So I dont know what to do. I am at my **** end on this problem. I need to speak with someone at this point.

    Business Response

    Date: 04/23/2023

    Thank you for bringing this to our attention. A Starlink associate will review this case, and reach out directly to the customer to resolve.

  • Initial Complaint

    Date:04/04/2023

    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.
    Service does not meet vendor published specifications. Have paid additional monthly fee for RV Service for 9 months and service only works at our home thus no roaming service while traveling. Starlink.com (accounting) has my service listed as the more expensive RV service & the Starlink App ******************** lists my service as residential. Technical service has significant dealys and only provides canned responses which do not work. I am requesting that the service be fixed and refund the roaming fee from July 2022 to now.

    Business Response

    Date: 04/23/2023

    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-778450-72601-97.

    Customer Answer

    Date: 04/23/2023

     
    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:04/03/2023

    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.
    I Purchased the ** version of Starlink and set it up initially at home to make sure it worked, since we would not be using it for several weeks. After much difficulty initially getting the unit to power up I was able to finally get Starlink to connect and provide service. I tested it for less than an hour and then stored it until we needed it for our ** trip six weeks later. Upon arrival at our ** site six weeks later I tried to use Starlink and it would not power up. I tried everything suggested on their support page, many, many, many times with no response from the Starlink antenna. I tried contacting Starlink customer service. It is nonexistent!!! No phone number to call. Dozens of messages to their "support" page and all go unanswered, except if you open a "duplicate ticket" then you get a quick automated response that your duplicate ticket is being closed. At this point I am out $900 and I have a nonoperational product sold to me by a company that I cannot contact.

    Business Response

    Date: 05/02/2023

    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:04/02/2023

    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.
    We purchased the ** ststem from Starlink. It worked the ***** few months, then we started getting No connection messages. I was finally able to submit a ticket to Starlink and they determined it was probably a router issue and sent ne a new one. I still do not have internet. It says at times No internet or connected without internet, and other such messages on my devices and on the Starlink app it says offline or dusconnected. I've tried factory reset and nothing. Nothing their automated responses send seem to make a difference. The frustration is you cannot talk to a live person. Everything is automated. The price is going up from $135 to $150 abd I do not have service. To me it's a poor company that has no phone number abd no email address.

    Business Response

    Date: 04/23/2023

    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-771745-35161-97.

    Customer Answer

    Date: 04/25/2023

     
    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:04/02/2023

    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.
    I have been a Starlink satellite Internet customer for six months using *********************** RV ***************** This service allows you to use satellite Internet on the road anywhere in *****************, which has been working fine for us for the last six months. Approximately one week ago my satellite Internet stopped working and gave me an error message saying Starlink disconnected. I went on the Starlink app and followed the troubleshooting steps to correct this but everything they suggested did not work, so I submitted a support ticket. Essentially the satellite dish is completely inoperable and does not provide internet at all at this point. My wife and I rely on this Internet for our remote work and are paying $150 a month for, so as you can imagine this is a time sensitive issue. I have messaged ***** like five times about this issue and have yet to get anyone to even initiate contact with me. The device itself is under a one-year warranty and I would like to have it fixed or replaced entirely as this is a critical piece of equipment for our work-life situation right now. The fact that I cannot call or contact Starlink in any way other than submitting a ticket is particularly vexing considering they are completely non responsive, our career and travel plans are essentially at the whim of them at this time.

    Business Response

    Date: 04/23/2023

    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-780117-46286-0.

  • Initial Complaint

    Date:03/30/2023

    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.
    I have the Starlink satellite internet service from SpaceX. I've had it now for about 3 months. The service has been good, however for the last 2 days it has not worked at all. I get a very weak signal, my system indicates that I do have internet but I can't get anything from it. I have tried turning off the power source to the equipment and reinstating the power as a means to fix it, however it makes no difference. The problem is made worse by the fact that there is no way to contact customer service. They talk about an app for your phone, however their app will not download to my ******* Galaxy phone. I would like to have my service working again like it used to. I would also like a means to contact technical assistance when I'm having a problem. A phone number would be great but there is none.

    Business Response

    Date: 04/06/2023

    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-801737-68263-1.

  • Initial Complaint

    Date:03/29/2023

    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.
    Purchased Starlink internet service, and continue to have issues with the wireless router and Ethernet adapter. This issue causes my home computer to not have internet service, which is a necessity, since I am a 100% Service Connected Disabled US Army Veteran. Starlinks customer service is horrendousnot responding to emails for days (if ever), and not having a customer service phone number to call. No technicians to come out for service calls. I need someone from Starlink to fix my issuethat simple.

    Business Response

    Date: 04/18/2023

    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-789370-32133-96.

  • Initial Complaint

    Date:03/29/2023

    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.
    At the beginning of March I ordered starlink internet services after being on a waiting list for a year. You are required to purchase your own equipment through starlink. I did so, I have had the equipment hooked up and using it for about 3 weeks. The satellite stopped working. I have used every self-help article they offer on my issue. Non have helped. I requested customer support. There is no telephone number to call, only and emailing service. I have waited 3 days, no response from anyone. No way to escalate the situation. No internet to complete my job. I am unable to work, which means I have lost 3 days of wages so far, for myself and husband.

    Business Response

    Date: 04/06/2023

    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-779764-36382-12.

    Customer Answer

    Date: 04/11/2023

     
    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,

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

SpaceX is NOT a BBB Accredited Business.

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