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Business Profile

Electronic Instruments

SpaceX

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 492 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:02/17/2023

    Type:Sales and Advertising 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 was working great from May of 2022 up until 13 February 2023; now it shows disconnected. We have gone through all the troubleshooting steps and rebooted multiple times but to no avail. Since there is no technical support phone number to call, the only option is to submit a trouble ticket through the App. I am pursuing my Masters Degree via distance learning so I had no choice but to purchase an alternate internet service yesterday. I also cancelled my Starlink service yesterday but I will be charged through 7 March. Additionally, I paid roughly $700.00 for the equipment which has turned out to be a huge waste of money simply because Mr. **** does not have a technical support call center. I feel customers should be made aware of this prior to purchasing Starlink due to the frustration when you cannot communicate when service is out for days and the cost of the system. The customer service is absolutely terrible.

    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-692407-54142-94.

    Customer Answer

    Date: 02/27/2023

     
    Complaint: 19425045

    I am rejecting this response because you say it was resolved. Resolved would be if you responded to my trouble ticket within 10 minutes. Instead, you responded a week later (see attached) on *************************************** a new kit. By this time, I had cancelled my service with you and signed up with another internet provider. This was absolutely necessary so that I could do my job and complete my school work. 

    I would like to see Starlink warn its prospective consumers there is no way to reach customer service other than from trouble tickets; tickets that take days or weeks to be addressed. 

    Sincerely,

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

  • Initial Complaint

    Date:02/17/2023

    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.
    Starlink is part of SpaceX. I have Starlink *************************** I've been locked out of my account for a few weeks. Without being able to log into my account there is absolutely no way to contact Starlink. They have no telephone numbers and no email address. There is no customer service, period. They do have some information under their support tab on their website but there is still no way to contact anyone, start a ticket, or make changes in the account without being able to log into the account. Dead end, very frustrating and I'm not the only one. Also tried having them send a new password link... no answer. In the meantime I'm on auto-pay which bills my credit card $110 each month. I want to terminate ***************** but here is no way to do so. The only way left is to cancel that particular credit card.

    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:02/17/2023

    Type:Order 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 lived with my elderly father ***************************** and due to the home being in the country and very slow DSL, we decided to get Starlink internet so gave them a $99 deposit on 1/05/2022. Before Starlink became available to us my father passed away on 11/05/2022. Since I would now be moving, I cancelled our place in line and requested a refund for the $99 deposit. Starlink cancelled our order and let me know that the deposit would be returned to my father's bank account, the issue with this is that his account is closed. I'm an executor of his estate along with my brother, we have a lawyer handling the estate. I've tried to send support tickets through the Starlink website but every time I write up a ticket to explain the situation and hit send it says an error has occurred and to try again later. This has been happening for months now and I have no way to contact them to ask them to send the refund to the lawyer's office so she can deposit it into the estate account. I am attaching the Starlink invoice that shows the account number, date, my father's name, address, and the amount. I have copies of the death certificate and also short certificate and whatever other proof I need that I will attach to show my father is now deceased. I just need help contacting them and getting this resolved as I don't think it's fair for them to keep our $99 without having provided us anything and their ticket support system doesn't work for me. Our lawyer's information is: *****************************************, ****************************************. 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.

    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 for them to contact me will be satisfactory to me IF they in fact do contact me so we can discuss the matter and resolve it.  

    Sincerely,

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

  • Initial Complaint

    Date:02/17/2023

    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 purchased starlink for RV and set it up per their instructions, and it says we have no active account. I have sent messages and have been waiting over a week and a half for a response from starlink. We cannot get anything back and have spent over $700 on a product we cant even use due to lack of customer support.

    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-679747-55576-18.

  • Initial Complaint

    Date:02/16/2023

    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.
    Purchased Starlink (owned by SpaceX) and paid $947.60 cdn on my ******** on January 18, 2023. Rec'd the system on January 25. The system is broken, stuck in stow mode. We have tried everything to fix it but to no avail. I have been attempting to contact Starlink since January 30 - the only way to contact them is to use the app and send a message through support. I have sent 6 requests so far via this way and Starlink keeps sending me a message that I have many open tickets so they are closing that one. They have yet to contact me regarding a resolution. I have only ever sent one ticket at a time. I cannot contact them as they do not have a phone number and they have now issued an invoice for $161 for the monthly subscription.

    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-683638-53980-9.

    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:02/14/2023

    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.
    I ordered 2 mesh routers. You only sent 1? FedX pictures clearly show 1 mesh. Please send me my other mesh! I CANT CALL YOU so I hope this works.

    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-693956-87455-17.

  • Initial Complaint

    Date:02/13/2023

    Type:Product 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 a number of issue with Star Link that I have logged a request for support.Jan 17 2023 started with the ethernet adapter - this equipment intermittently worked. Took Star link a number a days for a replacement ethernet adapter. The replacement Ethernet Adapter was received Jan 31 - this was installed did not correct the issues.Relogged a support ticket on Jan 31 asking for a follow. Star Link texted Feb 6.Hi *****, Thank you for contacting Starlink Support. Based on your feedback we are going to send out a replacement adapter and router. You will receive an email with tracking information once the item has left our facility. You may also dispose of the nonfunctioning adapter based on what your local laws require. Thank you for your patience. Please respond directly to this message if we can provide any further assistance.Feb 9 2023 - received a package from Star Link - with the incorrect replacement router.They sent me a Pipe adapter and a ethernet adapter - not a replacement router.I reinstalled the (second replacement adapter) and again did not correct the issue.Logged a follow up indicating that I received the incorrect part.Have not had a follow up on this since Feb 9.Feb 12 2023 - I had a the following message on the app - STARLINK DISCONNECTED Followed all steps and found this did not correct the issue. I believe that I may have a malfunctioning system.Feb 12 2023 Logged a new request for support and received the following response.Hello ***** We apologize for the delayed response. It appears that you have multiple open support requests. We will be closing this one out for now and will respond to your other request as soon as possible. Thank you for your continued patience.It is now Feb 13 2023 and had no corrective action from SL from my original request on Jan 17.This services is needed to work from my home base.It seems to take days fro SL to follow up - unsure what I can do to accelerate this process.Thank you

    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-664924-36194-4.

  • Initial Complaint

    Date:02/12/2023

    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 RV begins bill clients for internet monthly service almost immediately after order, without giving customers time to set up their system. This is an RV system, the assumption it is going to be used immediately is presumptuous and not what a reasonable person would assume. The system should be activated and billing then begins. Legally, a reasonable person would assume this is how the service would be set up and Starlink make very little effort to communicate to the company that their billing is unusual. I am being billed $178.00 for a system that arrived last week and is still in the box. Trying to pause service means next month is paused, not the service charges that began before the system even arrived. Starlink also has no "contact us" available on their website for customer concerns. I agreed to the purchase of the equipment but all their advertising failed to capture their immediate service billing, with no service activation. I want my current service charge removed from my account and no further service charged until I set up my system and activate the service contract. I would like customer service accessible from their website and for Starlink to stop charging customers until they actually activate their system.

    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-688230-10491-92 .

  • Initial Complaint

    Date:02/10/2023

    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.
    In early January, we experienced a Starlink outage. This first time, they sent out a new router and cable immediately. Fast forward a couple of weeks, we got the new router and cable and installed both. The internet worked for one day and then stopped again. Starlink was notified on January 30th that once again it was not working. Ticket was created, they advised to try a few hints which we did. No further communication has been received. Have tried opening other tickets which immediately get closed as we have an open ticket.

    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-663248-87034-1.

  • Initial Complaint

    Date:02/08/2023

    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.
    Starlink Account # ******************** Hello,I am have having issues with my Starlink system. I have submitted support tickets (#TIK-647340-29185-99 and #TIK-674236-46637-4) and have not received a reply. Its been two weeks without any answer.Starlink has replaced the router cable several times and also the router itself. The issue that I am experiencing with cables failing has not been resolved. I previously purchased an extra cable so that I would have a spare cable and would be able to quickly replace it. I used this cable on January 23rd and submitted a support ticket. On February 4, the cable failed again. I do not have a spare and the system is down. I tried to purchase another cable but this part is not showing in the online store any more.Without Starlink support and/or the option to buy spare hardware (cable) I cannot get this system running. The bigger problem is that there is obviously an issue with my system but for now I need to get the system running. I use this for work and currently I am unable to work from home.

    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.

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