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Business Profile

Electronic Instruments

SpaceX

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 526 total complaints in the last 3 years.
  • 83 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:11/29/2024

    Type:Customer Service 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.
    The SpaceX CEO has been using social media and has been making everyone uncomfortable. My family is asking this individual to tone it down and get professional help.

    Business Response

    Date: 12/02/2024

    Thank you for bringing this to our attention.
    A Starlink associate has reviewed this case and determined that there is not sufficient specific or adequate information in the case to assist the customer. 
    If the issue has not been addressed or fully resolved through the Starlink Customer Support application, we ask the customer to please provide the full ********************** Account # or internal Ticket number (Example Format: TIK- xxxxxxx-xxxxx-xx).

    Customer Answer

    Date: 12/02/2024

     
    Complaint: 22619935

    I am rejecting this response because:

    The SpaceX is responsible for his own behavior and fails miserably.


    Sincerely,

    **** *******

  • Initial Complaint

    Date:11/24/2024

    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 cjallenge Elon Muak foe the ********************* in ***** Adminisration because that was my ideas. They used AI to ***** the best ideas. Ghey pick my ideas the most and I cliames it as *********************. Pyche ************************* Federal Court ***********

    Business Response

    Date: 11/29/2024

    Thank you for bringing this to our attention.
    A Starlink associate has reviewed this case and determined that there is not sufficient specific or adequate information in the case to assist the customer. 
    If the issue has not been addressed or fully resolved through the Starlink Customer Support application, we ask the customer to please provide the full ********************** Account # or internal Ticket number (Example Format: TIK- xxxxxxx-xxxxx-xx).

  • Initial Complaint

    Date:11/24/2024

    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.
    I am filing this complaint regarding an ongoing billing issue with Starlink and the unprofessional behavior of their customer service representative.I ordered ********************** months ago after being assured by a representative that billing would only occur for months after I activated my system. Unfortunately, I was billed for several months, totaling over $400, even though I never activated or used the ********** complicate matters, my Starlink kit was stolen upon delivery, though it was recently recovered by the police. I provided Starlink with the case number and am in the process of obtaining a copy of the police report, which I informed them would take time due to the weekend and the procedures of the local police department in *********, ******. Despite my proactive communication, their customer service representative, *******, has been dismissive and unprofessional in tone.I understand that Starlink operates on a subscription-based billing model, but I was misled at the time of purchase and have had no opportunity to use the service due to the theft of the equipment. I have requested that they review my case and issue a refund for the months I was unknowingly charged so I can activate the service. However, they have not provided a satisfactory resolution and have only reiterated the same points in a ridiculous and condescending manner.This experience has been frustrating and disappointing, especially given the significant financial impact. I am seeking assistance from the BBB to resolve this issue by requesting:1.A full refund of the months I was billed without activating or using the service.2.A review of their customer service policies to ensure professionalism and understanding in future cases.

    Business Response

    Date: 12/09/2024

    Thank you for bringing this to our attention.
    A Starlink associate has reviewed this case and determined that this issue is being addressed and/or has been resolved on internal TIK-*******-*****-54

    Customer Answer

    Date: 12/09/2024

     
    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. Thanks to ***** from Starlink. 

    Sincerely,

    ******* ****

  • Initial Complaint

    Date:11/21/2024

    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.
    service was paid for but does not work. I have attempted to contact the business through their messenger but they have failed to contact me. There is no telephone support.

    Business Response

    Date: 01/03/2025

    Thank you for bringing this to our attention.
    A Starlink associate has reviewed this case and determined that this issue is being addressed and/or has been resolved on internal TIK-*******-*****-51

    Customer Answer

    Date: 01/04/2025

     
    Complaint: 22585795

    I am rejecting this response because:

    the **************** is very poor. I gave up on this company and cancelled my service and went back to a traditionally wireless internet carrier.


    Sincerely,

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

  • Initial Complaint

    Date:11/17/2024

    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 ordered my Starlink starter kit on 09-27-24 using a referral link from a friend. Using the link was supposed to get me one month free service. I have never seen this credit. I reached out to customer support via their AI chatbot on 10-16-24, and the response was that the referral credit would be applied 30 days after activating my account. I activated my account, and I was immediately charged for my first month service. I waited the 30 days, and then I received my second bill and was charged the full $120.00. My projected next bill also shows I will be paying $120.00. I reached out again to customer support and created a support ticket, but the representative closed the ticket stating I had received a service credit of $100.00. Yes, that was a regional service credit based on my location when I signed up. It was a promotion Starlink was running at the time I ordered my kit. However, I have never received the referral link credit for a free month of service, so I am seeking a refund of $120.00, or a credit placed on my account for my next month's bill. I have already shared screenshots with Starlink customer support proving I used the referral link.

    Business Response

    Date: 11/22/2024

     Thank you for bringing this to our attention.
    A Starlink associate has reviewed this case and determined that this issue is being addressed and/or has been resolved on internal TIK-*******-*****-48

    Customer Answer

    Date: 11/22/2024

     
    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:11/13/2024

    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 dispute with my ***** account Dispute ID ******************. I was scammed by the seller on FB as his item was not as described. The item was bent and covered in dog fur. When questioned the seller refused to send refund. ***** payment was defaulted to friends and family I did not change it due to the small amount for the transaction. I am very upset now not because of the money it's because I was deceived by the seller and now ***** is not helping me. I am asking ***** to overturn the case and refund the purchase.

    Business Response

    Date: 11/18/2024

    Thank you for bringing this to our attention.
    Based on the information provided, we were not able to locate a Support Ticket submitted on the customer account. In order for a ********************** associate to begin the resolution process, we ask that the customer please submit a request by logging into their Starlink Account and submitting a support ticket via the *** page. If a ticket has been submitted, please provide the internal Ticket number (Example Format: TIK- xxxxxxx-xxxxx-xx).

  • Initial Complaint

    Date:10/24/2024

    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.
    We purchased Starlink internet service and had it installed by a contractor (Starlink Installation Pros) August *******. Since the installation date, the equipment has not worked properly. I placed a ticket with Starlink and a troubleshooting report that we conducted shows the dish connection is 6.63% blocked. The Starlink Installation Pros installer came back out and suggested replacement of the modem as a first line intervention. Then replacement of the dish if that does not work. Ultimatelym the dish may need to be relocated if these interventions do not work. I placed another support ticket with Starlink on 10/4 and have gotten no response to my request to replace the modem. We have been paying $120 a month for Starlink internet service since August and are not able to use this as our internet provider due to the obstruction/failed equipment install. My husband and I both work from home and cannot stay connected to our Teams and Zoom meetings while using Starlink. We want replacement of the equipment expedited as we are paying for a service we cannot utilize.

    Business Response

    Date: 11/18/2024

    Thank you for bringing this to our attention.
    A Starlink associate has reviewed this case and determined that there is not sufficient specific or adequate information in the case to assist the customer. 
    If the issue has not been addressed or fully resolved through the Starlink Customer Support application, we ask the customer to please provide the full ********************** Account # or internal Ticket number (Example Format: TIK- xxxxxxx-xxxxx-xx).

  • Initial Complaint

    Date:10/22/2024

    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.
    Starlink is a business owned by SpaceX. My Starlink router is offline and is not functioning since Friday October 18. Ive submitted several tickets with no response. I run my business out of my home and require internet access. Ive emailed, submitted tickets, provided images, followed all recommendations online and not a single response. This is affecting my business and my location is up the ************** so I only have one other option besides Starlink for internet access and its too slow. I need this issue resolved. Why cant they respond? Why cant they call? This is really the worst customer support Ive ever experienced.

    Business Response

    Date: 11/18/2024

    Thank you for bringing this to our attention.
    A Starlink associate has reviewed this case and determined that this issue is being addressed and/or has been resolved on internal TIK-3180920-19220-35

  • Initial Complaint

    Date:10/21/2024

    Type:Delivery 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.
    On 9/30, I reached out to SpaceX / Starlink because my router stopped working. On October 3 they called me and tried trouble shooting the problem only to tell me they were going to replace my modem. I finally received the new modem on October 10th. I was still not able to connect to the internet. On the October 11th I got a call again trying to troubleshoot the problem and this time they decided the satellite was bad and they needed to replace the whole system. I asked the person if they could rush the order since I had been without internet at that point for almost 2 weeks, she said she could not. I received an email on October 11th stating that I would receive the order between 10/17 - 10/21. On 10/20 I received an email stating I would now receive the order between 10/19 - 10/23. And today (10/21) I received an email stating I would now receive the order between 11/2 - 11/6. I have a mini Starlink that I purchased from them but would be charged more charges if I used it. I would like to be able to use the mini Starlink with unlimited internet for no additional charges until my order is received and my internet is working.

    Business Response

    Date: 11/04/2024

    Thank you for bringing this to our attention.
    A Starlink associate has reviewed this case and determined that this issue is being addressed and/or has been resolved on internal  TIK-*******-*****-52

    Customer Answer

    Date: 11/06/2024

     
    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,

    **** May

  • Initial Complaint

    Date:10/19/2024

    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.
    Starlink assigns the satallite ID to your account upon shipping the system. This ID is then linked to your name and credit card. In this instance, Starlink sent my assigned satallite ID to another customer. I have had a ticket in with the "customer support" for 4 days with no response from Starlink. I have no recourse to correct this, but I have a system from Starlink that I can not use and another person is using my account and my credit card for their service.Ticket number - ORD-********-*****-95

    Business Response

    Date: 11/18/2024

    Thank you for bringing this to our attention.
    A Starlink associate has reviewed this case and determined that this issue is being addressed and/or has been resolved on internal TIK-*******-*****-39

    Customer Answer

    Date: 11/18/2024

     
    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,

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

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