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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

  • 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:02/22/2023

    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 ordered Starlink for internet. I hooked up all the equipment and did exactly what was in the instructions. My equipment is faulty somewhere because it will not connect to the internet. I went through all the troubleshooting on there and did all the reboots, I still do not have internet. They have charged me for a service I havent received and I have attempted to reach them for over a week and no one is responding to the messages and there is no phone number to contact them. I would like this resolved by someone reaching out to me to figure out what part of the equipment is failing and I do not think I should be charged for this service until they correct this and get my internet working!

    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-******-*****-93.

    Customer Answer

    Date: 03/08/2023

     
    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:
    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 live rurally and have no options for internet. After trying many options that were basically dial up and provided negative connectivity, we opted for the Starlink satellite. We paid our ****** equipment fee in June of 2022 and received our equipment. We started noticing loss of internet for **** hours at a time but were able to use troubleshooting methods that returned service for a few days. We were unaware that Starlink had no direct contact method except an email to support. We started to suspect a defective satellite dish when our service indicated our dish was unplugged. Lots or researching later, we determined many consumers have experienced the same with eventual complete loss of service. My initial email 9 days ago resulted in a response that included a paste and cut of the troubleshooting guide already found on the ap. None of these solved the issue, which I emailed back the same day. I have sent two more email tickets and am not getting a response. The equipment is 8 mths old and I understand there is a year warranty. I was charged for service on 2/13/23 . Most cases I read that ate exact in nature are getting new product to replace the defective equipment.

  • Initial Complaint

    Date:02/22/2023

    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.
    The service is broken for who knows what reason.The customer service is non existent.They will not answer you.They will not help you.They will not do anything.I regret ever buying Starlink internet.

    Business Response

    Date: 03/19/2023

    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-683198-72198-12.

    Customer Answer

    Date: 03/20/2023

     
    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:
    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.
    Early January I purchased a Starlink unit it was receive in mid January with a 30 day guarantee One week later it quit working and I have repeatedly tried to get a return authorization As of today ****** no response from Starlink customer service They are not at all customer friendly in fact absolutely terrible

    Business Response

    Date: 03/19/2023

    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-698123-55728-6.

    Customer Answer

    Date: 03/21/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is barely 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.
    Star link increases prices due to inflation:The Starlink monthly service for residential customers is changing as follows:$10 increase in areas with limited capacity. New price will be $120/month. $20 decrease in areas with excess capacity. New price will be $90/month.As a current customer in an area with limited capacity, your monthly service price will increase to $120/month beginning April 24, 2023. For new customers in your area, the price increase is effective immediately.Starlink penalizes customers with limited capacity because we have limited capacity so elon can make a buck off his failed ******* garbage. Shouldn't bills for those of us with limited capacity be less than those with excess capacity? Seriously, starlink was intended to get internet to the masses, especially in rural areas. So why am I paying more and users with excess capacity pay less?This is garbage and discrimination. Where I live is a rural impoverished indian reservation and starlink is my only option. I think States and local governments should regulate and price cap such services where a monopoly obviously existists.

    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:02/20/2023

    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 had purchased an RV Starlink kit and requested to cancel and return the kit as it was not the service I was looking for and I wanted to purchase the residential kit.It took me almost a week and a half just to get a shipping label sent to me by customer service, several days just to get a response.I sent my kit back and it was received at the end destination on Feb 6(shipping label attached). My refund has yet to be processed, and I have been requesting updates since Feb 10 with absolutely no response or acknowledgement from them that they are even looking into it. Im awaiting a refund if $732.48. The response time for this companies customer support is atrocious.

    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

     
    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:02/20/2023

    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.
    Starlink provided a replacement system but it is giving me the error that I'm outside my service address. Starlink has not responded in almost 9 days.

    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/resolved on internal
    TIK-688125-87495-13.

    Customer Answer

    Date: 02/26/2023

    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. Please fix the delays in your customer service.

    Sincerely,

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

  • Initial Complaint

    Date:02/19/2023

    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 ordered Starlink on 26th January 2023. On the 30th January I received notification that Order: ***-12196277-53073-96. Unfortunately, the shipping email provided indicates that the tracking number does not exist or the item hasnt been scanned into the system. On the 13th February, when my Billing Cycle commenced, I reached out to Starlink via the Customer Support system requesting information relating to the shipping of the hardware, as the provided tracking information from Starlink has consistently stated "Records for Reference not found", and I have not received my hardware. On the 18th February, after failing to hear back from Starlink, the tracking information for the hardware continuing to state "Records for Reference not found", and still failing to hear back from Starlink, I followed up with an additional message, again requesting updated information relating to my hardwares location, and advising Starlink I would escalate the situation to a complaint with the Ombudsman. Currently, I have still not received the hardware, 3 and a half weeks from the reported date of shipment, the tracking information is still not valid, and I am not 2 weeks through a billing cycle for a product I can't even utilise.

    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/resolved on internal
    TIK-688912-14329-3 .

  • Initial Complaint

    Date:02/18/2023

    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 use Starlink via SpaceX satellite internet. We have had service since April 2022. On Friday, February 17, 2023, we lost service. We tried everything to get it back. No success. So, we tried to contact Starlink/SpaceX. We discovered there is no customer service number. This includes no phone, no email for complaints/concerns, and no messaging. There is a way to go through auto-support to supposedly send a message. We tried that. But, this only led us to another bot or auto reply. We pay $110 per month (including $500+ for original start-up equipment) for service to use for work and personal use for our entire house. So, without this and no way to legitimately contact the company, we not only cant access internet for work, tv, computers, printers, etc. (the same for personal use), but our house is also left without any type of security. We live in a very rural area with basically no other options for service and are still paying a bill for a service that we are not receiving and no way to rectify. Our ask of the BBB is to help us with communications with the company and to get our service reinstated as soon as possible (whether that is through replaced equipment, or whatever is needed.) Thank you. ****

    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.

  • Initial Complaint

    Date:02/18/2023

    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 starlink for my internet provider for my private residence. I have had their service since October of 2022. On 2/15/23 I came home from work and had no internet connection. So I went through all the steps that starlink provides for you. Nothing worked. I contacted their so called ***************** All it is is a chat lobby where a bot contacts you back saying a representative will contact me back. It is now Saturday 2/18/23 and still no response for starlink at all. I am paying customer and I am being take advantage of along with other customers as well. There are a string of testimony for other people who have dealt with the same thing I am. All the time I still have no internet. I work from home and need it to be quite honest with you.

    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.

SpaceX is NOT a BBB Accredited Business.

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