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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:03/28/2023

    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 am in a legal contract with Starlink, a division of SpaceX, whereby I paid for their satellite equipment and continue to pay a monthly fee of $120 to use the equipment to receive/transmit data for internet connectivity. Their equipment malfunctioned on March 23, 2023 at approximately **** hours. There were no weather issues or issues from the electrical grid (black/brown out) at the time of outage. No one touched or manipulated the equipment. After initial troubleshooting, I contacted Starlink Support at approximately **** hours seeking help. An automated response from Starlink offered more troubleshooting actions. After performing all of them several times, their equipment was still non functional. Fast forward, it is now March 28, 2023 and I've been offline for over 120 hours and have not had any additional response from Starlink other than the initial automated response. I signed the contract for Starlink service. My end of the contract is 'consideration' - $120/mo. Their end of the legal contract is providing functional equipment to provide internet service. They are not fulfilling their end of the legal contract and I just would like to have a human contact me to create a resolution for functional equipment, to receive internet, and to obtain a refund for the time I have been offline.

    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-771893-92477-14.

  • Initial Complaint

    Date:03/28/2023

    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 lost internet Friday 3/24/23, I followed Starlink's troubleshoot list to try to solve the issue myself, I factory reset the router several times waiting a hour between reset's, checked the cable, dish, went to the the debug page and told the app to reboot the dish and wifi thru there. I even borrowed my friends new cable he bought as an extra and hooked that up and still did not work only states its still trying to *********************** and then after 30 minuets it says "disconnected check cable". Their are no obstructions in the view of it, I also tried to "Stow" the unit as a last resort because online forms said to stow and "Unstow" will make it try to find the satellites too, well I hit "Unstow" after I stowed it and now the dish will not come out of "Unstow" physically even though the app says it is not in that mode. Still no internet so I filled out a ticket on 3/24/23 thru their online site with my phones hotspot with "No Internet" as the header. I updated the ticket each day after along with photos of the debug page of what the system was reading (3/25, 3/26, 3/27). Today is 3/28/23 and I still have not heard anything and its already in the afternoon. Their is no one to call or email, and to pay a lot of money for the equipment and not be able to talk to someone when their is a problem is not right. I just want a New replacement units because something is not working with this Rectangular one & Starlink router along w/150ft cable. The unit is only 3 months old. And when it went out was on a sunny day no winds or clouds. And depending on how long it takes to receive a new unit credit for the days of no internet.

    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-775152-22404-89.

  • Initial Complaint

    Date:03/27/2023

    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.
    I bought a starlink antenna a few months ago and when I went to change the credit card for the billing found myself locked out of my account . The antenna (KIT300376890) and the account (ACC-1212568-89089-24) are still shown to be active but every time I try to log in to my account for customer service it says invalid login even though I'm sure that the email and password are correct. I've tried changing password and sent emails everyday to starlink resolutions for the last week with no response. I spent $700 on the antenna and sent $135 a month for service and have only been able to use it for a few months, there is NO customer service.

    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-787626-32721-1.

  • Initial Complaint

    Date:03/27/2023

    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 opened a complaint for the 2nd time in 2 months with no internet. I opened this complaint on 3/13/23 , got a response saying they think its my ethernet cable and they would ship out a new router and cable in separate shipments. I received the router about a week ago. Its now the start of week 3 with no internet. I work from home and its a new job I started in January when our internet was also out and I had to find an alternate location. It was out approx 3 weeks at that time also. It took 6 days to get any response at that time , and they kept closing my tickets saying they were duplicate, but not responding to my initial complaint. We paid a little over $800 for this system approx 6 months ago. I am in jepoardy of losing this new job without reliable internet. Ive had to take days off at the last minute due to internet issues. Ive exhausted all other options and now have to go with another provider. I want our initial deposit back to proceed. This is unacceptable customer service and they just dont care about their customers. This will be the 4th shipment if they ever ship the new ethernet cord. *** explained my work from home situation and was told this would be expedited due to a shipping error on their end, that was 3/20/23 and still not shipped. This company should be ashamed. I do have screen shots and such I could send if need be with the limited communication Ive received from both complaints in Jan and this month.

    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-750135-65974-2.

  • Initial Complaint

    Date:03/27/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    The Starlink dish is said to withstand hail, however, we had a hail yesterday morning and it put a dent in the dish and it no longer works. I went through the process of sending in a support ticket but have not got a response. There is no phone number to contact anyone for support and I had to search the internet to find an email. This is our only source of internet and we pay $120 a month for it. The lack of ways to contact customer service is irresponsible on **********************'s part, especially when they charge so much for the internet, AND they claim their dishes are resistant to hail damage. I need a new dish, but have no way to talk to anyone to get this resolved.

  • Initial Complaint

    Date:03/25/2023

    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 starlink for RV on 2/4/23 Received the unit in a timely manner. Tested the unit and was very satisfied. Placed the unit on pause 2/23/23. We then sold our house and began the move to full time RV, with the intention of working remotely using Starlink. On 3/21/23 I updated my online accounts, including my starlink account with my new email. This caused issues with my ability to access the app. I reset my password via phone on 3/22- which appeared to work, however I couldnt login to the app. So I then reset my password on 3/23 using my new email, which also appeared to have worked but still unable to access account via app. Now the password reset doesnt work for phone, email, or account number ********************. Without access I cannot un-pause my device to use the service. I am reliant on this device to continue to work and provide for my family. Without access to my account I cant even submit a ticket for help. The customer service for this well known company and product is completely unacceptable. If you cant login to your account and you cannot reach anyone by phone or email to resolve account access after money has exchanged hands for goods and services they should not be able to do business.

    Business Response

    Date: 04/04/2023

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

    Customer Answer

    Date: 04/06/2023

     
    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:03/24/2023

    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.
    Their equipment failed, I am unable to receive a response through their only method of communication and I have been without service for nearly two weeks and its been over a week since submitting a service request with no response whatsoever.I tried to order a new cable which I determined on my own is most likely the problem but even though I have a Roaming account (meaning it is specifically meant for RV's) and they know I am in the ** they will not allow me to change my shipping address meaning that I cannot even correct the problem at my own expense (the cable is proprietary and only available through Starlink) since again they have no means to contact them and the internet app is totally unresponsive.I feel like they have stolen my money and are refusing me service.

    Business Response

    Date: 04/09/2023

    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-759491-16446-6.

    Customer Answer

    Date: 04/12/2023

     
    Complaint: 19641283

    I am rejecting this response because:

    They accepted my determination of the problem (which I am unable to determine for certain), gave me one month credit (less taxes) and shipped the new warranty cable to my home address despite knowing that, as expected with an RV account, I am travelling so I remain without service and will be for about another month. 

    My problem is still not solved, I have had to go to time and expense to find alternatives to replace the service that they should endeavor to supply. What is the point of paying extra for roaming service if you are unable to roam?

    Their analytics can see that I have been without service for a long time, none of which I should be expected to pay for, and they should make an attempt to return my service.

     


    Sincerely,

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

    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-******-*****-6. 

  • Initial Complaint

    Date:03/24/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 pay StarLink for internet service. Up until about 4 days ago it worked fine. Since then we have no internet service. We followed all the recommended procedures to remedy the situation to no avail. I have tried to contact someone at StarLink for three days and have had no response. They do not have a customer support number. A customer must enter a ticket online (which is hard when you don't have internet). I entered the ticket three days ago. I haven't had any response and I have tried reaching out to them through an email I found ************************************************************** and through the ticket system.

  • Initial Complaint

    Date:03/21/2023

    Type:Product Issues
    Status:
    Unresolved
    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 a down payment of $99.00 for the Starlink Internet on Aug 2022. It was taking forever to get notice that it was available. I requested cancellation in Dec 2022 approximately. I never received it so I kept sending emails to no avail. Finally Mar 2023 someone finally answered me and said that the refund was issued 2 Mar 2023. It takes 7 to 10 days to hit account, I thanked them and they closed the ticket. I have to this date to receive my refund. I cant get anyone to answer my emails nor can I open another ticket. Please help

    Business Response

    Date: 04/06/2023

    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:03/13/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 ordered Starlink internet on 01/02/23. Once we received it, we decided we wanted a Mesh Wi-Fi Router. On 01/20/23 I ordered and was charged $130 for the merchandise . On 01/27/23 I received the wrong merchandise. I received a pivot mount that is valued at $42. I was not able to speak to anyone as there is no customer service. The website wont let me return the pivot mount as I never ordered it. I ended sending back to the sender, Starlink ** located in **********, ** 43137-9287. It was accepted according to the tracking number; USP Tracking Number 1Z45FW290390135102.STARLINK ACCOUNT #ACC-1835632-43709-16 The Order Number of the Mesh WI-FI ***-12010502-58385-83 TRACKING NUMBER ***-12010502-58385-83

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