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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.
  • 84 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:08/14/2024

    Type:Product 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 is a horrible company. You can't reach a person, there's not phone number to call. If you submit a ticket it takes hours or days to get a response, which is most cases is a nonsense response. My equipment failed less than 6 months after getting. Took days to get to a human, which then said they would send a new router as that seemed to be the problem. No Techs to send out to diagnose issues, just questions they asked me. 1st ticket was submitted 7/29. was advised on 8/5 my new router would be sent out priority. Today is 8/14/24. I have received 2 'shipping delayed' emails and when I try to submit a new ticket, I get an auto response about some 'in high demand' nonsense. They did credit August ******* fees, but I can't get ahold of a human to get an accurate arrival date. It has now been 17 days without *******. This equipmet cost over $600, and again, failed less than 6 months out.

    Business Response

    Date: 08/22/2024

    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-*******-*****-45

    Customer Answer

    Date: 08/23/2024

     
    Complaint: 22140679

    I am rejecting this response because:

    A mesh router finally shipped after 23 days of no service. We will see if it works when it eventually arrives. Research has shown the Gen3 routers are widely defective. It doesn't appear there is any plan to fix the issues, so more defective devices are being sent out. SpaceX states the delay is due to 'high demand.' Seems more like they are having to replace so many defective devices that they can't keep up. Amazon has routers in stock that can be received next day. I offered multiple options to satisfy me and get my service returned ASAP. SpaceX would not do any of them and even suggested at one point I buy another $300+ router at my expense with no compensation from them. After stating that was not acceptable,  they issued me a 2nd months' credit. I feel like this is more a 1st months' credit as, by the time I receive the new mesh router,  I will have been without service for nearly a month. I feel like they know some people have no other option for internet,  so they just c*** on their customers because they can. 

    Sincerely,

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

  • Initial Complaint

    Date:08/13/2024

    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.
    I signed up the 30 day trial of starlink. I cancelled the service before the 30 day. When you ask the customer service autobot about the issues it says an email should have been sent with return label for the equipment. I received no email about returning equipment or being refunded. There was no where on the account to click about returning equipment in the trial. And to top it off i was charged for the equipment before the 30 day trial was even over and i had already canceled the service. Feels like a scam especially when you cant talk to someone and the autobot is zero help.

    Business Response

    Date: 08/22/2024

    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-2683121-51446-41


  • Initial Complaint

    Date:08/12/2024

    Type:Sales and Advertising 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 was trying to cancel service and reached out to them to figure out how to and about returning equipment 3 days before my next service date, they came back to me with an automated response that didnt help. I had to reach out again and threaten the BBB to get a non automated response, but now they wont refund me the rest of the month after I canceled service. I can understand paying for the days I used maybe, but I wouldnt have even had the service had they helped me. Im not sure if it was done on purpose or what but I want a partial refund at minimum because I never intended another month of service to be used

    Business Response

    Date: 08/22/2024

    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-*******-*****-53

    Customer Answer

    Date: 08/23/2024

     
    Complaint: 22122564

    I am rejecting this response because:
    This doesnt address my issues or notify me of what action will be taken to work towards a solution. This messages essentially let me know that my complaint was received and nothing else 
    Sincerely,

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

  • Initial Complaint

    Date:08/02/2024

    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 have been without internet for 3 weeks. The only way to contact them is by chat or email. When you send them an email it has taken up to 48 hours for them to reply. If what they reply for you to do doesn't work you have to send another email and let them know it didn't work then wait up to 47 hours for another reply. I have asked them repeatedly to contact me by phone and they have not. My bill is automatically paid every month from my checking account and they have no problem taking their money. As I have stated this has been going in fir three weeks.

    Business Response

    Date: 08/15/2024

    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-*******-*****-50

  • Initial Complaint

    Date:07/27/2024

    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.
    **************** is next to non existent. My unit has been down for a week now and is still under warranty and no one is there to help me. I want my unit refunded. I don't care if its outside of the 30 days, why would I ever want to do business with you?

    Business Response

    Date: 08/15/2024

    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: 08/15/2024

     
    Complaint: 22052321

    I am rejecting this response because:

    until i see the money in my account, this is not closed or resolved 


    Sincerely,

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

  • Initial Complaint

    Date:07/26/2024

    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.
    We have had StarLink since 2022, has worked flawlessly. We have not had internet for 2 days, no customer service here has contacted us back, we rely on this internet for work. VERY UPSET with their customer service style of no contact, not even AI version of "we have received your..." or "we will respond in x days..." NOTHING. This internet service is very expensive, we would like to have this fixed ASAP and would like some sort of contact from them letting us know when we can do our work again.

    Business Response

    Date: 08/15/2024

    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-*******-*****-42

  • Initial Complaint

    Date:07/25/2024

    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 am writing to file a formal complaint against Starlink and *********** regarding a non-functional Starlink device purchased for an Alaska RV trip and the subsequent poor customer service experience.On May 8th, I purchased a Starlink flat performance kit through ***********, a third-party seller, as Starlink did not have the flat performance kit available on their own website. The purpose of this purchase was to ensure reliable internet connectivity during my RV trip in ****** in July. Unfortunately, during the trip, I was unable to connect the Starlink dish to my phone, rendering the device useless.I contacted Starlink for assistance in troubleshooting the issue, but they were unresponsive and provided no support. As the device was intended to be used on the road, I trusted Starlink to deliver on their advertised promise of providing reliable internet in rural areas. However, their failure to address the issue left me without internet access, significantly impacting my ability to work during the trip.I am now left with an almost $3,000 device that does not work as advertised. Starlink's lack of solutions and unresponsiveness to my concerns make their service feel like a scam. I would never purchase from them again and feel it is necessary to bring this matter to your attention to prevent others from facing similar issues. Starlink is very quick to close out tickets and does not offer any solutions.I request that the Better Business Bureau investigates this matter and takes appropriate action to hold Starlink and *********** accountable for their poor product and service. Additionally, I seek a resolution that includes either a functional replacement or a full refund for the device.

    Business Response

    Date: 08/15/2024

    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-*******-*****-53

  • Initial Complaint

    Date:07/24/2024

    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 requested to return a pivot mount and starlink sent return label for the entire system instead by accident. I had just paid my monthly service payment and my internet got turned off. A day later it was turned back on and I emailed them to let them know they credited me $480 versus the$80 I was owed. ($400 is the system cost and $80 was the mount, the system I am keeping ) I still have the system but no internet and need to pay the $400 but can't reach anyone. Meanwhile I work from home and need internet service ASAP but they don't respond very quickly although they claim to be available 24/7 it's really difficult dealing with a company with no phone number.

    Business Response

    Date: 08/15/2024

    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-*******-*****-55

    Customer Answer

    Date: 08/15/2024

     
    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:07/16/2024

    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.
    I cant find a number to call or contact Starlink anywhere. Their app states my email address isnt correct and I cant access my account at all. To change or lower, stop services. IDK what to do, keep being charged

    Business Response

    Date: 08/15/2024

    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-*******-*****-58

  • Initial Complaint

    Date:07/09/2024

    Type:Billing 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 moved out of my house, going through a divorce. I cancelled the starlink service several months ago, at least 6 months ago. I continued to get charged every month. I even cancelled the credit card it was attached to but am continuing to be charged, even at a higher rate. I have tried everything to get in touch with someone at starlink but I dont think they have a customer service department. Its very frustrating and I am out of options.

    Business Response

    Date: 07/14/2024

    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-*******-*****-43

SpaceX is NOT a BBB Accredited Business.

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