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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.
  • 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:01/12/2023

    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 a satellite and router from Starlink in October of 2022. On January 1st our Internet went offline and I notified Starlink on January 3rd. I have not received any response other than troubleshooting suggestions. I have inspected the cables and connections and don't see any obvious issues. They will not respond to requests to send new router, satellite, etc. I finally purchased a new router a few days ago hoping that might solve the problem and am waiting for it to arrive. They will not tell me how long the equipment is warrantied for or respond to any of my requests for resolution.

    Business Response

    Date: 01/31/2023

    Business Response /* (1000, 5, 2023/01/21) */
    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 *******************


    Consumer Response /* (2000, 7, 2023/01/30) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    Starlink sent a replacement cable which resolved the issue. They also reimbursed me for one month of service as requested.

  • Initial Complaint

    Date:01/12/2023

    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.
    Regarding Starlink internet service.I have submitted a support ticket regarding the dish not working for my Starlink internet service on 01/02/23. Today, 10 days later, I've had zero response. The internet I'm paying $135 a month for has been out since the 2nd of January. The only recourse for contacting Starlink(SpaceX) is through this app portal by creating a support ticket. I am frustrated there has been zero attempts to not only contact, but also resolve the issue of inoperable dish. Also, I have(the only option) spent $500 purchasing this equipment they seem to not be willing to support.

    Business Response

    Date: 01/21/2023

    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-******-*****-7.

  • Initial Complaint

    Date:01/12/2023

    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.
    i purchased starlink internet on special for 450 aud on december 8th. i never got a email with access to set up an account with starlink so i have the hardware but no access to set up an account and theres no way to get in touch with them. they dont except calls from anyone without an account. im totally ***** out of the procedure. i payed someone 590 aud to install it yesterday but when they tried to set up the starlink account there was no way no confirmation of purchase email or anything in my email history . ive read reports and starlinks doesnt really read emails from people not involved with there buisness or at least thats where i stand not after theres no way to set up an account to get my internet working here in *********. *** payed alot of money i had to work hard to get and ive been treated like i dont matter. i dont earn much and the in internet will help my small buisness thats why i got it. this is unsatisfactory treatment of peoiple who place there faith in ****************** he must be too rich cause there are huge gaps in his flow of power. im upset and got a lemon in my lougne of spent thousands on. i also have skitzophrenia and this causes me distress and anxiety i feel like theres no end to my suffreing

    Business Response

    Date: 02/19/2023

    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-******-*****-95.

  • Initial Complaint

    Date:01/12/2023

    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 pruchased the Starlink internet solution once deliverd I followed the instruction on the You Tube video they had listed in the support section for installation on ******* 1/7/23. Once completed the app shows Offline, Starlink is disconnected. I repeated the steps again with the same results then found in the support tab how to power cycle the router still not able to get online. I then created a Support ticket documenting my steps. I waitied until Tuesday 1/10/23 where add a note asking for an update on whe I can expect support. I have yet to hear anything from Starlink to verify they even received my ticket or have plans on working on it. You have no number to call to speak with a human either so at the moment I feel like I have this expensive pile of equipment that is providing no service but yet they are telling me by email they are going to charge me on 1/13 for Janurary subscription.

    Business Response

    Date: 01/21/2023

    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:01/11/2023

    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.
    canceled my Starlink internet service on Jan 2nd 2023. that current billing cycle ended on Jan 9th 2023. I received a charge on my credit card 1/10 for $110 for the following months service even though I canceled already. I put in a ticket through the app that my Starlink hardware is not working on 1/2/2023 and still have not received any response. no phone number to call. I ordered the starlink unit on August 25 2022 and it is no longer working. I would like a refund of the hardware cost, accessories purchased to mount the unit and the billing of $110 on 1/10/2023.

    Business Response

    Date: 01/21/2023

    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:01/11/2023

    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 customer since June 2022. They use automated billing. I paid my December 2022 bill early on my Starlink app. I have a receipt in my email showing Starlink accepted my early payment on 12/14 but they still auto billed me on 12/29. I have written two customer service requests. I was replied to once and all they did was paste the billing section from their FAQ page. It did not address this scenario at all. They have received $135 on 12/14 and $135 on 12/29 but my account with them only shows the 12/29 transaction. I have sent them screen shots from my bank statements and their app will not accept the photo attachments of the emailed receipts they sent me. When I try to attach my receipts to the customer service message the app go's crazy and says there was an error. I have been completely ignored for 11 days now. Starlink just accepts money outside of the billing cycle then keeps it. Last I checked you can't just take people's money and not apply it to their accounts. I want my money back or a mesh router. I have told them i would accept either and they simply do not reply. I am close to two weeks being ignored, today makes day 13. My first customer service request was on 12/29 at ******, they replied once at 7:16 am and have ignored me since.

    Business Response

    Date: 01/21/2023

    Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that the issue has been addressed/resolved on internal TIK-******-*****-2.

  • Initial Complaint

    Date:01/11/2023

    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 enjoyed Starlink since inception. I'm proud to say I was part of the beta program. Things have gone amazingly well even when my Starlink had a problem May 2021. Starlink sent a new router in a timely manner. I was back online. Again in October 2021 Starlink replaced my entire system in a timely manner. However, December 21, 2022 I opened a support ticket because I could not get my Starlink to connect. I work from home and require internet. I received a response 12/22 and replied including screenshots. I finally received a response 12/28. Replied 12/28 with the required data. Received a response 12/29. Stating I would be getting a credit and a refurbished kit. It's not January 11th. I have had zero response since 12/29. I did not receive a new kit. I DID get charged for the January bill. I had to move to my son's house because I have no internet at home. This is totally unacceptable. Please just send me a kit and refund my monthly bill.

    Business Response

    Date: 01/21/2023

    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:01/11/2023

    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.
    Acct # ***************** internet has not worked since December 28th. I've submitted support tickets without a response at all from anyone. I got the satellite in march. Paid *************************************************** a used one with scratches all over chips on the top of it and it had issues but worked okay. I did contact them to let them know the motor was sticking. Now December 28th the internet was very very slow so we restarted it and it never worked again. I've contacted them several times. My kids schooling is online. I just had knee surgery and service at my house is horrid. We need the internet. I'm not excited about paying for services that are not being provided

    Business Response

    Date: 02/19/2023

    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-******-*****-2.

  • Initial Complaint

    Date:01/09/2023

    Type:Service or Repair 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 bought a ******** satellite dish and began using it for Internet in October 2022. As of New Year's Eve it stopped working and there is no **************** in my home currently. I used the troubleshooting and support features through the app and they told me they believe the router is broken so they are sending me a new router and cord to replace the ones I bought. They are back ordered and so I have to wait until hopefully sometime between January 17 and 23rd for the new router. I have no Internet and I work from home so this has affected my business. They are just not seem to be anyone to talk to at star link. It is all done through an app, and the answers are stock. Answer is not personalized to my questions. I think if someone is an already a customer and reliant on the service they should have priority in receiving the technology if it fails. I also believe it would be beneficial to have customer service reps in these types of instances that one could speak to because I'm my concern is the router will come and that will not be the problem and I still won't have Internet. I'm currently using my phone as a hotspot to be able to do sessions with my clients remotely and if my hotspot data runs out, I will have to go to someone else's home and work from there which is highly inconvenient.To recap, my concerns are as follows:1. There is no customer service person to talk to you to troubleshoot if the router is, indeed the problem 2. What since I can't talk to anyone, the router may arrive and not be the problem and then I will continue to be without Internet.3. This is affecting my livelihood.4. Prioritization for existing customers to receive replacement units when needed.

    Business Response

    Date: 01/11/2023

    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: 01/17/2023

    (The consumer indicated he/she DID NOT accept the response from the business.)
    tThe company send me another vague and formulaic email telling me I would receive my new unit "soon". Meanwhile, I have been without Internet since the end of December and it is currently January 17. This has affected my business and added stress to my life.

    If this is their idea of reaching out it is sub par.

  • Initial Complaint

    Date:01/09/2023

    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 paid the 100$ deposit for starlink internet in November 2021. I have never heard back from the company about starting service or a refund. When I try to login for information or a refund it says my information is invalid. There is no way to speak to an agent without logging in. This seems like a blatant scam.

    Business Response

    Date: 01/21/2023

    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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