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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.
  • 76 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:07/23/2022

    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.
    I put a deposit down on a star link satellite Internet dish and service. I was not notified when the hardware would be shipped, it's just showed up. Being that I was in the middle of a renovation I did not have an opportunity to set it up until a few months later. It never worked. Star link customer service was unreachable and would take on average two days to respond. Basically they told me that they would not refund anything. I spent $**** to have zero days at Starlink service.

    Business Response

    Date: 07/30/2022

    Business Response /* (1000, 5, 2022/07/30) */ Thank you for bringing this to our attention. A Starlink associate will review this case, and reach out directly to the customer to resolve. Consumer Response /* (3000, 12, 2022/09/08) */ I am sorry, I do not believe this complaint has been resolved. They stated that they would reach out to me directly but I never heard anything from them

  • Initial Complaint

    Date:07/22/2022

    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.
    I entered SpaceX Starlink Residential service waitlist on April 18, 2021, and waited until June 20, 2022, before being able to complete my order to get service. While confirming the order, an erroneous order for RV service was made and paid for, which I canceled and had the money refunded on June 21st. I was able to confirm the Residential service order on June 20th still but an issue with the payment caused the order to get stuck and finally on July 8th I thought had been resolved by Patrick from support as he resubmitted and processed the order through. The hardware was shipped out July 13th and then received July 21st, only to find out that the hardware sent was apparently for RV service, NOT the Residential service desired. A new support ticket was opened, and the only response was to cancel the RV service and re-order and purchase Residential. My Starlink account shows as Residential service, NOT RV service so there is no way to cancel, and the account doesn't even acknowledge I have a device to cancel, yet I'm receiving an invoice for the $135 RV service which is not the service ordered nor desired. There is no way to reach and speak with anyone by phone and everything has to be done by playing a game of message tag.

    Business Response

    Date: 07/29/2022

    Consumer Response /* (2000, 6, 2022/07/25) */ After filing the complaint someone (******) did actually reach out via phone to work with me to resolve the issue. Issue did stem from a previous support member incorrectly entering the hardware order but was able to switch service to the correct one without having to cancel and reorder service.

  • Initial Complaint

    Date:07/22/2022

    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.
    Unit failed and I continue to get charged. Customer service doesn't exist. No customer service phone number. No response to messages. ABSOLUTELY IMPOSSIBLE TO GET A HOLD OF A HUMAN AT SPACEX STARLINK. Troubleshooting emails not returned, service not restored. Unable to do my job, unable to communicate normally.

    Business Response

    Date: 07/30/2022

    Business Response /* (1000, 5, 2022/07/30) */ Thank you for bringing this to our attention. A Starlink associate will review this case, and reach out directly to the customer to resolve. Consumer Response /* (3000, 12, 2022/08/19) */ Company never contacted me to resolve or compensate for services not rendered.

  • Initial Complaint

    Date:07/21/2022

    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 am using BBB as a last resort as there is quite literally no way to get in contact with Starlink support. I signed up for Starlink on July 19th. I believe I used the email ************************** I cannot find any way to get into my account it says the password is wrong and I do not receive reset links. My credit card ending in *************************** was charged $713.90. I am asking that Starlink either A) help me get into my account or B) just cancel this account and refund the charges so that I can make a new one. Thank you.

    Business Response

    Date: 09/07/2022

    Business Response /* (1000, 6, 2022/07/30) */ Thank you for bringing this to our attention. A Starlink associate will review this case, and reach out directly to the customer to resolve. Consumer Response /* (3000, 8, 2022/08/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am still waiting to hear from Starlink and now I'm being charged $135! please contact me immediately at either ****************************************** Business Response /* (4000, 10, 2022/08/15) */ 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:07/20/2022

    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 purchased Starlink RV in June of 2022. After having some connection issues and finally getting it to connect I stowed the unit for later use. During a recent camping trip it did not connect, and I contacted support on 7-16-22. After some initial back and forth I was told support would contact me as soon as possible on 7-18-22. I understand that with staffing shortages and the complexities of IT/help desk duties it can delay response times. But since I have not been able to use Starlink to get online for some time, and I am also now outside the 30 day return window, I would like to escalate this issue and resolve it with them. However since they are unresponsive and do not have a number to call I am at a loss as to what I should do. It also seems that I was charged for service until July 22nd, but it was paused early on July 16th. Related issue? Maybe. But still no fix. At this point a return/refund would be acceptable resolution, or if the issue can be resolved in a timely manner some form of service credit for the time I was not able to use the service. ************* Starlink Acct. --- ACC-****************

    Business Response

    Date: 08/08/2022

    Business Response /* (1000, 5, 2022/07/30) */ Thank you for bringing this to our attention. A Starlink associate will review this case, and reach out directly to the customer to resolve. Consumer Response /* (2000, 7, 2022/08/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Resolved issue

  • Initial Complaint

    Date:07/19/2022

    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.
    Never received order lost in shipping fed x told me to contact shipper. No phone number or customer support. I was charged for order and service for 2 months no response from starlink, just want my refund or new order

    Business Response

    Date: 08/16/2022

    Business Response /* (1000, 5, 2022/07/30) */ 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:07/15/2022

    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 ordered a NEW starlink internet system. I was sent a clearly USED and DAMAGED unit. The dish reciever is dirty and looks faded or like it had been outside for a while. The packaging didnt look packed correctly and the main data cable is cut / sliced open. SpaceX Starlink has made it incredibly difficult to contact anyone for support or anything and they did this by design. They make it easy and automated to take our money and do not care at all about delivery what was paid for. After contacting them their first reponce was "We do not send out used units" and closed the case / ticket. I contacted them again and was offered a replacement refurbished USED unit. I told them NO WAY, I paid for a NEW unit and have never received the product I paid for. Just a box with a used damaged unit. This is fraud and they do not seem to have an issue with this at all. I was then told either way i would need to reactivate the units service to have this handled or for them to do anything at all. This seems like a perfect example of extortion. I was charged monthly service fees and had never connected or activated this unit. (I needed to move locations before i would be able to setup and use this.) As said before I never setup or connected this unit. I noticed the issue when i was finally able to unbox it for installation. I paid and waited for my NEW system. I was delivered a USED and damaged system. This must be illegal and must be stopped and exposed. I have paid for the hardware plus accessories plus two months of service were charge even while the hardware was never out of the box (by me anyway) Completely unacceptable. I added a picture of another customer this appears to have happened to. They admitted this can and does happen as you can see from this reddit post.

    Business Response

    Date: 08/16/2022

    Business Response /* (1000, 5, 2022/07/30) */ 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:07/13/2022

    Type:Service or Repair 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.
    Our Starlink dish was subject to a severe hailstorm and now will only connect from 9 pm to 9 am with a satellite. The cables are fine but the dish has been diagnosed as damaged. I have been communicating through support at Starlink since July 8. Today is July 13 and I have had no response as to how I can buy a replacement dish since it is not offered in the SHOP tab. Trying to work from home and burning through the data on my cell phone while paying for Starlink service. I love the Starlink internet but I NEED some service!! How do I contact them other than a support ticket. This is NOT cool. *****

  • Initial Complaint

    Date:07/12/2022

    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.
    Unfortunately, I had to return all Starlink equipment due to discovering I had no viable space for reception. We have very tall trees around our home. Starlink provided a very short timeframe between notifying available, user acceptance, delivery, and first monthly charge. By the time I was able to order additional 150' cord, adapters, etc., get a tree climber to come to my house to install satellite they had already charged me $110 subscription fee. I never was able to connect or use one second of the service. I was able to receive refund for all their equipment but nothing for the $110 subscription. I have left tickets for refund update. No response. I want my $110 subscription back since never could connect and returned equipment timely.

    Business Response

    Date: 08/02/2022

    Business Response /* (1000, 5, 2022/07/14) */ 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:07/07/2022

    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.
    My service stopped last month. Trying to reactivate but website will not allow unless I buy a new system foe 700. No customer support or response. Need to be able to discuss issue with someone, reactivate, or get a refund in full

    Business Response

    Date: 07/18/2022

    Business Response /* (1000, 5, 2022/07/18) */ hank you for bringing this to our attention. A Starlink associate will review this case, and reach out directly to the customer to resolve. Consumer Response /* (2000, 14, 2022/08/08) */ I was able to contact the business. So we can keep the case closed Thanks

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