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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:12/29/2022

    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.
    Starlink does not provide continual service. The service is always spotty and will go out for days at a time with extremely slow follow up, for days and up to a week later. I work from home and am required to drive into the office when internet is not working, creating an extra 1.5 hours to my day. We have have numerous service tickets within the last few months of service. We have received our third complete system and we still are having issues for days on end. My home camera system cannot connect to the new system since the latest replacement, even when it's actually half way working. I am requesting a full refund and would like to ship the Starlink product back to the manufacture in light of the continual lack of service and ability to function properly. We are now forced to purchase other service and I do not feel I should be stuck with a system that does not work and has not worked. The refund amount I am requesting is as follows: $99 deposit, $515.17 for router equipment, $281.78 for the booster system and $40.10 for the pole system. This a grand total of $936.66. I am also requesting to close and stop all charges moving forward on my account. Please find the screen shots of the Starlink app tickets and all emails from purchases.

    Business Response

    Date: 01/20/2023

    Thank you for bringing this to our attention. A Starlink associate has reviewed this case and concluded that this issue has been addressed and resolved on internal TIK-******-*****-99.

    Customer Answer

    Date: 01/26/2023

    (The consumer indicated he/she DID NOT accept the response from the business.)
    Although the company sent out another replacement, the service is not working 100% off the time. It still becomes completely spotty and unusable with zero loading speeds. In addition, it does not work on my entire 2/3 acre property or the perimeter of my home. I have many cameras that are on the exterior of my home that have not worked since the first refurbished replacement with many refurbished replacements. I still cannot stream movies from my bedroom. My remote access from work rarely works, causing me to drive into the office. Again, I do not want a replacement, I want a refund for the entire system amount paid. Starlink left me 18 days without a single response to many open tickets with numerous messages left on my end and completely zero internet. We were down nearly a month prior to receiving the replacement parts. This is unacceptable!

  • Initial Complaint

    Date:12/28/2022

    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.
    After paying approximately $600 for Starlink equipment, we received our equipment in September 2022. We had internet service that we were happy with through Starlink for approximately 3 months and then it randomly said Disconnected on 12/15/22. We checked the equipment and cord and saw no visible damage. We factory reset the router multiple times. Nothing worked to get us back online. I filed a support ticket on 12/16/22 and received one auto-response. I replied noting that I had already tried all of the suggestions. I followed up through the support ticket on 12/16, 12/20 12/22, 12/26, and 12/27 with zero response. I also emailed them a customer complaint on 12/22 and 12/27 with no response. I work from home and have been unable to work due to this outage since 12/15. The worst part is that I am in a Facebook group for starlink and multiple other people have mentioned receiving same-day responses to their email and support tickets. It is like they are intentionally ignoring my problem yet still charging me $110/month for service I am not receiving.

    Business Response

    Date: 01/18/2023

    Consumer Response /* (2000, 9, 2023/01/13) */
    This has been resolved.

  • Initial Complaint

    Date:12/28/2022

    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 contacted Starlink on 12/16/22 as my internet is not working. I have performed every reset etc posted online and in their online support page. Starlink still hasn't responded and I continue to have no internet service despite them billing me for service.

    Business Response

    Date: 01/20/2023

    Thank you for bringing this to our attention. A Starlink associate has confirmed that this issue has been addressed/resolved on internal TIK-******-*****-90.

  • Initial Complaint

    Date:12/28/2022

    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.
    March 2012 started Starlink service. All equipment is still under warranty. Our system has not worked for 6 days now. We have followed all of the troubleshooting tips on the Starlink app. Nothing works. We have even factory rest the system multiple times. We still get the error "disconnected". We have sent the issue to Starlink customer service. Through their App for 6 days now but no reply from them. They even took out our monthly payment for the service while the system is down. I need the problem resolved. The equipment needs replaced under warranty. Thanks

    Business Response

    Date: 01/20/2023

    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 TIK-******-*****-8.

  • Initial Complaint

    Date:12/27/2022

    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 sent a message to starlink days ago, attempting to reinstate service after the third router they sent me finally works. However no one has gotten back in touch with me and I'm unable to reinstate service. I cancelled service because the resolution to my issue with service just disappearing was not resolved for 5 weeks, and when I finally got a phone call the *** was rude and unhelpful. However I discovered that with router #3 the system worked (I still had service for December paid for) but no one has contacted me back since I reached out the moment I had a working system. Their customer service is really, awful. I give them an F.

    Business Response

    Date: 01/22/2023

    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-******-*****-4.

  • Initial Complaint

    Date:12/27/2022

    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've had Starlink service for 6 months now and rely on the *** for working remotely (as does my wife). The service has performed flawlessly up until two weeks ago when the service completely stopped. The only customer support available is to submit a ticket. There is no customer service number. I submitted a ticket immediately after the service stopped on 12/19 (9 days ago). I have not received any communication or support from Starlink. The service continues to be down. It's not a billing issue because I have automatic payments configured and an invoice was automatically paid while the service has been down. I've had to take additional days of vacation from work because of the service interruption (as has my wife). My expectation is that a Starlink would respond within a reasonable time. 9 Days with no contact seems to be very unreasonable.

    Business Response

    Date: 01/20/2023

    Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined the issue has been resolved on internal TIK-******-*****-92 #.

  • Initial Complaint

    Date:12/23/2022

    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.
    This is unbelievable how a massive business cannot have any customer support help. I have promoted ********************** and persuaded people to sign-up, however, now I'm about to have to cancel because I am going on 12 days straight of no response to why I have no internet. I have left messages every day on my support ticket. If I go 30 days without it my discussion will move to another step and letting an advocate take it from there because I am paying for a product not being delivered. This is the only other way I can find that they may respond because there is no way to call and they will not respond to support tickets.I've not had Starlink a year and was impressed and my family could actually function with technology due to the rural area and lack of internet providers. However, my disappointment in the customer service is beyond disappointment now.

    Business Response

    Date: 01/20/2023

    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:12/22/2022

    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.
    SpaceX Starlink website's "cancel service" option is not allowing me to cancel my service and return my equipment. There is no customer service for the company. They're charging my credit card in perpetuity for a service I cannot use and am unable to cancel.

    Business Response

    Date: 01/27/2023

    Business Response /* (1000, 14, 2023/01/20) */
    Thank you for bringing this to our attention. A Starlink associate has confirmed that this issued has been fully resolved on ********************


    Consumer Response /* (2000, 16, 2023/01/26) */
    (The consumer indicated he/she ACCEPTED the response from the business.)

  • Initial Complaint

    Date:12/19/2022

    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've had Starlink Internet for about 4 months now. I've had intermittent issues with the connection between the Starlink provided router and the Starlink provided dish antenna. I contacted Starlink support via their App the first time on 11/10/22. It took them 5 days to respond however, in that time, the internet magically started working. Then on 12/12/22 the same issue started again. I'm now on 7 days with no internet and zero response from customer service. As many people have stated on this website and even the r/Starlink_Support group, this customer service is the worst anybody can have. There is no way to escalate issues other than complain to online forums and then you still get ignored. I'd just like to have my internet working again please.

    Business Response

    Date: 01/30/2023

    Business Response /* (1000, 8, 2023/01/13) */
    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:12/17/2022

    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 have purchased starlink internet from this company. I have been having trouble with the service and opened a ticket to help resolve the issue. I have only received one response from the " technical support " and it only notified me that they were closing my ticket because I had multiple requests open. I am paying for a service I can not use and I can't get any resolve.

    Business Response

    Date: 01/04/2023

    Consumer Response /* (2000, 9, 2023/01/03) */
    I got a response and my issue was resolved. The company reimbursed me and sent me a new cable.

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