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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:07/01/2024

    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.
    My Starlink dish spontaneously stopped working. Ive contacted Starlink multiple times over the last 3 days. I rely on the service to work from home.

    Business Response

    Date: 07/07/2024

    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-*******-*****-40

    Customer Answer

    Date: 07/08/2024

     
    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:06/21/2024

    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.
    Been a customer for ********************** for few months. All the sudden my internet stopped working, been trying to contact them with no response. The application is saying that my router is defective so I expect a replacement but can't get to talk to answer from anyone yet.not to mention there is no phone number to customer service or support!. Been out of internet and can't study,work or do anything and still no response. I would like someone to contact me and ship me a router ASAP even if I pay for shipping cost!

    Business Response

    Date: 07/07/2024

    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-*******-*****-38

    Customer Answer

    Date: 07/07/2024

     
    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:06/20/2024

    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.
    Sometime before March 2024, Starlink informed me that they had a buy-back program wherein if I sent them a dish, they would send me $200 via refund. I contacted them in early May to ask about the status of their refund. They issued a letter stating they had done so. No funds had been deposted to my account via the debit card on file. Then they asked for my bank account information stating they would process a refund to the account directly. They stated they had processed the refund. The latest correspondence now states they have escalated this issues. As of the date of this complaint, no refund has been issued.

    Business Response

    Date: 07/07/2024

    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

    Customer Answer

    Date: 07/07/2024

     
    Complaint: 21880874

    I am rejecting this response because:  Their response has always been the same, i.e. they are looking into this and they apologize for the inconvenience.  I have provided both an updated debit card as well as bank information for a direct deposit.  I have asked if they can send a paper check.  They refuse to respond to that request.  Their response is always the same and seems like a standard format directed to these sorts of refunds.  In essence, they have committed theft of the product valued at over $200 (they charge $400-$500 for the exact same product online) and refuse to issue a refund.

    Sincerely,

    ****** ***

  • Initial Complaint

    Date:06/20/2024

    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 researched companies that would install Starlink satellites in ********, **. This company came out and installed the item. The installation was to be guaranteed. Starlink has decided the issues currently are due to the installation.. I have contacted this business over 10x via phone, text and email with no answer.

    Business Response

    Date: 07/07/2024

    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

  • Initial Complaint

    Date:06/18/2024

    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.
    Hi there - I purchased my Starlink hardware for roughly $1000 CAD in June 2022. Starlink now offers the hardware for half the cost, roughly $500 CAD. I asked to be reimbursed for the difference in cost. Starlink offered to credit my account for one month of internet service, which would be $158 CAD. I requested that I be credited for 3 months of service, totaling a value of $475 as this is closer in value to the cost difference in the hardware. They refused and said I would only be credit for one month of service.

    Business Response

    Date: 07/07/2024

    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-*******-*****-40


    Customer Answer

    Date: 07/16/2024


    Complaint: 21868314

    I am rejecting this response because: The issue was not resolved, it was resolved to their satisfaction but not to mine. I purchased the hardware two years ago for $1000, they now sell it for $500. If I were to buy the hardware now, I would only pay $500. Therefore, I should be reimbursed the difference, which is $500. If that $500 is in the form of credit to my account, that would be satisfactory to me. However, they have only credited me for one month of service, which totals $158. This does not match the price discrepancy in the hardware cost. The Starlink customer service rep interpreted this as resolution, even though I said this was not an acceptable resolution. I then opened the ticket two more times, and in response to both times they said the issue was resolved and closed my ticket. So now I am writing to BBB to get assistance in being credited for the additional $342 that Starlink owes me for the change in hardware cost. I am not asking for a refund, I am only asking for a credit to be applied to my account for the appropriate amount. 

    Sincerely,

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

  • Initial Complaint

    Date:06/17/2024

    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 recently purchased a starlink satellite. A week after setting it up it stopped working with the app saying its not plugged in. I completed all troubleshooting steps and submitted 3 tickets on 05/31/2024. The respective ticket numbers are TIK-*******-*****-36, TIK-*******-*****-49, TIK-*******-*****-22. They closed those 3 without responding so I put another one in today 06/01/2024 and that ticket number is TIK-*******-*****-52. I want this months bill refunded because I am not receiving the services I paid for. They gurantee 24-7 customer support and they refuse to respond. I spent ****** on the equipment, 120 on the monthly bill and ***** on a mount. Even if they send replacement equipment I will have been without internet for 3 weeks by the time it gets here.

    Business Response

    Date: 07/07/2024

    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

  • Initial Complaint

    Date:06/17/2024

    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.
    Purchased Starlink January 2024. Hooked it up with no issues. The service ran good for two months then we started having issues. We have no obstructions, yet we moved it- still issues. Made a claim one time before- it was resolved. Now we have had no service for almost a month and customer service only chatted via chat on ap. We are paying $120 with automatic withdrawal from account. I have done everything support has asked at least ***** times (probably more) I requested a new router and cables and either a credit or refund for 3 months and have heard nothing back. I am without any service on phone LTE no internet service as well. I have attached all pics taken that were requested by support and the conversations. I am now going on almost 30 days no internet, wifi, etc. we live in the country off the grid and this needs fixed, replaced immediately.

    Business Response

    Date: 07/07/2024

    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-*******-*****-41

  • Initial Complaint

    Date:06/17/2024

    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.
    **************** is nonexistent, cannot get any help from starlink whatsoever.

    Business Response

    Date: 07/07/2024

    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:06/17/2024

    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.
    They auto close cases and refuse to provide any human interaction, simply robotic automated. They break your system and you pay to fix it and pay to get it resolved, pay to transfer the service to your main account instead of creating NEW accounts over and over when transfering hardware into your account and they will simply take your money and ghost you.Over a week of automated messages from robots. No human. They then turn off your account and prevent you from submitting more help tickets while you are paying a mostly subscription and can't turn off the monthly subscription because they turned off your account.RUN FROM THEIR CUSTOMER SUPPORT.I JUST WANT TO HAVE 1 ACCOUNT not a new account for each dish.

    Business Response

    Date: 07/07/2024

    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-*******-*****-47

  • Initial Complaint

    Date:06/17/2024

    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.
    We purchased equipment from Starlink on April 8th, 2024. Starlink accepted the return on partial equipment and provided the ***** shipping label for the return. The additional equipment that was not needed was returned on 5/8/24, and received by **************** on 5/16/24, in *********, **. As of today, 6/17/24, Starlink has not refunded our account, in the amount of approximately $200., and as well has not returned our phone call/voicemails x 3. The INV/ORD number is 42583380-79924-7. The ** # is TIK-*******-*****-44, and the *** # is ACC-*******-*****-5. We are requesting a refund for the partial equipment returned, as promised when the return shipping label was provided. The internet service has been exceptional. Thank you.

    Business Response

    Date: 07/07/2024

    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-*******-*****-51

    Customer Answer

    Date: 07/08/2024

     
    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.  I have acknowledged a refund to our account in the amount of $102.48.  This refund posted today, 7/8/24.  

    Sincerely,

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

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