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Business Profile

Electronic Instruments

SpaceX

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 491 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:02/24/2023

    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 been a Starlink customer since May of 2022. Each month I pay $135 for service and the service has worked fine up until around Septemeber/October the app/network would say disconnected from Starlink please connect to Starlink. I have tried countless times to find an email, phone number or some method of contact to reach out to them but there is zero method of support. I have submitted multiple help tickets after troubleshooting the product myself with no success. I believe the cord or modem hardware is defective after following the troubleshoot guide. My latest ticket was submitted on 02/16/23, with zero response or reply still 02/24/23.I received an email stating they will start charging me more money for service starting in April, yet zero reply to my customer service ticket or help with getting the system up and working.I have found a ************************************************************ email that I have also sent an email to, zero response from them. In all of my years of being alive I've yet to experience customer service to this level, especially in *****************. I'm hoping someone can get me in contact with their support team so they can look into the issue and do something about the money they continue to take from me for a product that isn't working. Customer account: ******************** Thank you

    Business Response

    Date: 02/27/2023

    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:02/23/2023

    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.
    We have Starlink internet for our home. On February 12, 2023 we discovered out internet was not connecting to our dish. On February 13, **** I contacted Starlink through the app on my phone. This is the only way to report a problem to them. I have sent messages daily with no response from Starlink regarding out damaged *** injector. I have included details about our faulty equipment, my phone number for contact. Have checked the online store to purchase another injector, they are not listed for sale. You have to go through the support contact on app. I just want someone to reply and get the equipment we need ordered. Its been over a week with no response or communication from them. They are an internet company!!

    Business Response

    Date: 03/14/2023

    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-******-*****-92.

    Customer Answer

    Date: 03/15/2023

     
    Complaint: 19445950

    I am rejecting this response because: It took two weeks for Starlink to contact us regarding our damaged equipment.  The only option to contact them is through their Starlink app. We were withour internet for three weeks before replacement equipment arrived.  This is unaccaptable.  A timely response for the majority of companies is a matter of a few hours, not two weeks!  Starlink needs to make changes in their support and service.   

    Sincerely,

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

  • Initial Complaint

    Date:02/23/2023

    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.
    Pice gouging and horrible non existent customer service. Slow speeds no communication and rate increases when their customer moto is to provide good internet to those in need. Its a complete joke.

    Business Response

    Date: 03/08/2023

    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.

    Customer Answer

    Date: 03/08/2023

     
    Complaint: 19458629

    I am rejecting this response because:

    Sincerely,

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

  • Initial Complaint

    Date:02/22/2023

    Type:Delivery 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 order was flagged as shipped and had a tag printed with ***** tracking. It was slightly delayed due to weather and scheduled to be picked up on 1/31/23.On 2/14/23 I opened a ticket with starlink indicating the issue, and when I was notified that my first bill of 110$ was coming up, I added that information. It is now 2/22/23 and I have been charged for a month of service with no reply from starlink. *****, when called tried to give me the run around and left it at "you need to contact the shipper and have them generate a new tag". This is after I told them that creating a pickup tag generates a pickup request... They refused to take any responsibility for missing the first pickup.

    Business Response

    Date: 02/26/2023

    Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed on internal
    TIK-691921-76921-3 .

    Customer Answer

    Date: 02/26/2023

    I truly regret having to contact BBB in order to compel a responce from the starlink customer service, but here we are. I would still like to know why I never received any information on why my order was undeliverable, or why I was charged as if I had received my dish. But assuming the new dish is delivered in a reasonable time, I am satisfied with this resolution.

    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:02/22/2023

    Type:Delivery 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.
    Placed an order for service Nov 2022 I have received no information on when my order will be available to ship no excepted ship date nothing except we have your MONEY when you go to there web site it says 30 day delay no customer service what a joke

    Business Response

    Date: 02/26/2023

    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 an 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 customers contact information is correct, and they have access to their account.

    Customer Answer

    Date: 03/03/2023

     
    Complaint: 19448676

    I am rejecting this response because: I still don't have  An estimated delivery date which says I should of gotten. Its been 4 months with no update or way to contact 

    Sincerely,

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

    Customer Answer

    Date: 03/17/2023

    Please close case #******** got what I was asking for thank you

  • Initial Complaint

    Date:02/22/2023

    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 internet 2 months ago in an area deemed high capacity and serviceable. I paid $780 for equipment and had to order 2 mesh routers due to weak Wi-Fi $260 plus an Ethernet adapter and dish mount, longer cord etc. about $1200 in total plus $135 a month. Fast forward to today the service is unusable and has cost loss of wages and days of work due to no,slow or intermittent internet. I have been ignored for over 2 months on multiple support tickets regarding these issues. Not they are raising the monthly rates from $135 to $150 for a service that does not deliver as promised. All I want is to turn my equipment in for a full refund on the dish and mesh routers and just walk away from this scam.

    Business Response

    Date: 02/26/2023

    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: 02/26/2023

     
    Complaint: 19448684

    I am rejecting this response they will not reach out and if they do it will be a closed end response and previously Starlink stated the best I can get is a partial refund of $250 for $1200 worth of useless equipment or they state I can sell and transfer it. I bought it to a system that promised internet in my area and it changed. To make matters worse Starlink preformed substantially worse in just the 2 months I have had it to the point of being unusable. Then they raised the monthly price from $135 to $150  for degrading performance it was a clear bait and switch!
    Sincerely,

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

    Business Response

    Date: 03/19/2023

    Thank you for reaching back out and providing valuable feedback. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal TIK-******-*****-3.

  • Initial Complaint

    Date:02/22/2023

    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.
    I received my Starlink kit and was initially pleased with the service for the short time that it was working. I only got a week out of the service before I recieved a "disconnected" error and followed every check that is suggested in the troubleshooting FAQ page. I have inspected my equipment and cable multiple times and can't find an issue anywhere. I filed a repair ticket through the app, which is the only avenue that is used for such issues. The only response I have recieved was an automated message of how to check your equipment. I feel I have been very patient and have not recieved a response after 3 weeks of waiting. All I really want is a resolution that gets me back online and I would be a happy paying customer, but currently I am still getting a monthly bill and I have little faith that my internet proplems will be addressed in a timely manner.

    Business Response

    Date: 02/27/2023

    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-668060-29076-0.

    Customer Answer

    Date: 02/27/2023

     
    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.

    Sincerely,

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

  • Initial Complaint

    Date:02/22/2023

    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 ticket up with StarLink customer care now and have had them close this issue twice without what appears to even bother reading the actual ticket. Ticket #TIK-699136-40434-99, The issue is that since they upgraded their app I have not been able to connect up and get account information/usage results in the app nor can I run any of the tools. My setup is that I am in by-pass mode and prior to this upgrade, everything was working in the app. Instead, they closed my ticket the first time because I had 2 tickets?!?!?! and when I responded that they were for two different issues, then a few days later they responded back about how I need to make sure my router is in horizontal position and everything seems fine and closed again. No attempt to address and or fix the actual problem. I listed in the ticket the steps I had done to troubleshoot, i.e. factory reset the system and how after doing that everything works in the app, it seems to be when you put it into by-pass mode that it stops working. StarLink really needs to do something with their support team, this is not my first ticket with them and being a network engineer that supports very large customers myself, this type of attitude of just closing tickets without reading or doing any work is not acceptable.

    Business Response

    Date: 02/27/2023

    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-699136-40434-99.

  • Initial Complaint

    Date:02/22/2023

    Type:Delivery 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.
    Tracking Number(s):*****: ************ Order Number:***-12252927-58085-99 ACC-*******-*****-11 Starlink Kit USD 599 ******************* USD 50 Deposit USD -99 Taxes: $38.94 Total: $588.94 Paid in full. Product NEVER received. Unable to reach the company to inquire about status of order fulfillment, or the shipping label that was created. ***** has no record of receiving the package.

    Business Response

    Date: 03/10/2023

    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-690199-51670-3.

    Customer Answer

    Date: 03/10/2023

     
    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:02/22/2023

    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.
    I purchased the ** Starlink in January since it was advertised as so much faster than my ATT. I received the unit, set up an account and got the unit started up and used for a couple weeks and it was no better than my ATT but cost over twice as much. I was cautious about the purchase but the website stated 30 money back guarantee. I cancelled the service on my account as the directions stated and was told a shipping label would be emailed to me. They have discontinued my account so now I cant even talk with them on the problem. My account number is #****************** or that was my account number until they deleted it. I just want to return this unit and get my refund like it was advertised.

    Business Response

    Date: 03/10/2023

    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-695076-24837-7.

    Customer Answer

    Date: 03/11/2023

     
    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,

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

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