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Business Profile

Electronic Instruments

SpaceX

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for SpaceX's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 494 total complaints in the last 3 years.
    • 99 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:04/29/2024

      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.
      In January of 2024, I purchased the equipment to install Starlink at my house. In February, the service became available, I was able to sign in and use the Internet connection with no issues. On April 3rd, we noticed that we no longer had a connection from Starlink. We did the usual troubleshooting, but nothing seemed to work. The following week, I filed a ticket with the helpdesk and was told that we needed to wait until the following Tuesday, (April 16) and then restart the equipment. The tech person told us that the system was "running a diagnostic" and it would take a few days for it to finish. The following Tuesday, nothing happened, so I called the helpdesk again. This time, I was told that the case would be passed on to an IT person and someone would contact me. It has been more than a week and no one has returned my call. We've spent the month of April without **************** in spite of continuing to pay the monthly premium.

      Business Response

      Date: 05/17/2024

      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

    • Initial Complaint

      Date:03/27/2024

      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.
      On March 25th I began service with starlink for their internet service. By the 26th I realized that even though it claims certain speeds and to work in my area it does not. Their website states a 30 day money back guarantee however they refuse to refund the first month of service. I have refunded the product through the retailer I purchased from. They should rightly refund the service as well. Regardless of what their terms and conditions says I am unable to use the product. The only way to find out IS to pay the 120. So if it doesn't work your just out of the money??? Terrible practice.

      Business Response

      Date: 04/25/2024

      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:03/26/2024

      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.
      We live in a rural area with the only available option for internet, cell phone or TV is satelite service. We moved to Starlink in 2022. All has been great until recently. We lost service and tried everything suggest in the Starlink App to resolve the problem, after about 3 hours we were directed to submit a support ticket. I hade to drive 20 miles (40 miles round trip) to access cell service to submitt the supoort ticket, I waited over an with no response to my support ticket before I decided to drive back home. I drove the 40 miles again 4 hours later to check for a response to my support ticket; Support ticket response was sent from Starlink 3 hours after my submission and it provided links to the trouble shooting guide in the Starlink App. Now I have waisted 7 hours trying to resolve the problem. I replied to the Starlink support ticket and waited another hour for a respone, received nothing so I went home. I have now officially waisted 9 hours, plus .25 tank of gas. Drove to town this ****** to check the support ticket, Starlink respone "a refurbished router and cable are being shipped anytime between 3/7/2024 and 4/2/2024 and you will be refunded $120.00". I am ready to pull my hair out!!!! It took over a month to receive the intial order, now it is going to be another month before we have phone and I'll have to find a remote location to work from. My complaint is we paid $700.27 up front for new equipment and we pay $120 per month. I am disappointed in the custmer service we received and that we are receiving a refurbished router. I would like a new router shipped overnight and a discount on the next few months worth of service. It would also be nice if there was a phone number we could call.

      Business Response

      Date: 04/25/2024

      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-*******-*****-62

    • Initial Complaint

      Date:03/26/2024

      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.
      I do not give Starlink permission to sell my data. I want this to stop immediately, They can find my information by what I have provided.

      Business Response

      Date: 04/25/2024

      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: 04/26/2024

       
      Complaint: 21475733

      I am rejecting this response because:
      They can clearly find my account by my VIN for the vehicle. *****************
      Sincerely,

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

      Business Response

      Date: 05/10/2024

      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:03/23/2024

      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 purchased a satelitte dish for my house from Starlink. It arrived but they sent me the wrong dish and charged me $660 plus they have started charging me the monthly fee for the Wifi at $120 per month. I have sent them 3 emails asking for help on how to send the dish back and exchange it for the correct one. No one responds and there is no telephone number listed on their website so you cannot contact anyone. Please help in anyway you can please.

      Business Response

      Date: 04/25/2024

      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

    • Initial Complaint

      Date:03/23/2024

      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 purchased a starlink from my neighbor who successfully reliquinished ownership of the equipment in the starlink portal and also got technical support to confirmed it was done correctly. Although after 5 different emails over a month time since Feb 5th. I have not been able to register the equipment as I get device ID invalid. I have tired both the equipment serial number and KIT ID. I am hoping ******************** can help resolve this issue.

      Business Response

      Date: 04/25/2024

      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).

      Business Response

      Date: 04/25/2024

      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:03/18/2024

      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.
      We lost Starlink service, had filed support claim, but recieved no resolving troubleshooting help. For 2 weeks we had -still have no support answer from Starlink. We still have no Starlink help as there is no one to talk to and even tho they say they will call the number on the account- they never did. We took it upon ourselves to buy a new router, installed it and STILL NO STARLINK SERVICE.A really serious issue since our business relys on internet!Weve done in multiples, the troubleshooting suggested, and bought the new router. Starlink has not been helpful. We pay $120 monthly and the $145 for the new router, and wed like the system to work as promised.

      Business Response

      Date: 03/28/2024

      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-1888424-92817-60

      Customer Answer

      Date: 04/01/2024

       
      Complaint: 21452531

      I am rejecting this response because: we recieved the new router and cable , that Starlink only sent because we went to the BBB. We had one day of proper Starlink service then the evening of March 31,service was offline.  We filed another claim with Starlink and have only recieved robotic answers. We have been thru the series of troubleshooting scenarios with no working conditions. Still waiting for a human response from Starlink!!
      Sincerely,

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

      Business Response

      Date: 04/25/2024

      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-1943851-42405-44

    • Initial Complaint

      Date:02/22/2024

      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.
      Typical Elon's bait-and-switch to get money. I purchased Starlink because on the CHECKOUT page where I PAY it says 2-3 days to ship (screenshot attached), yet I receive an email once he has my money saying 1-2 WEEKS to ship. I open a support ticket and then receive a "Shipping Timeline Updated" that says Feb 9th-15th.Stop committing FRAUD on every single one of ****'s companies!!!!!!PEOPLE SPEND THEIR HARD-EARNED MONEY (AND THEY'RE NOT ONE OF THE RICHEST PEOPLE ON THE PLANET) WITH EXPECTATIONS THAT YOU STATE WHEN YOU COLLECT THEIR MONEY!!!!!!!!!!!!!!!!!!!!!

      Business Response

      Date: 03/24/2024

      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-*******-*****-46

    • Initial Complaint

      Date:02/22/2024

      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.
      On November 13, 2023 I received an email that my account in starlink had been reset. I wasn't aware of why my account needed to be reset, but I could no longer login to my account or have access to my account. I had already paid for service for the time period Oct 22-Nov 21. I tried contacting starlink customer service by going from one page in their website to the next as there is no number or online chat to help. I ended up sending a help request Nov 13 and waited to see if they would respond. They never responded and I am left with no internet. I tried commenting on their social media page on instagram and ******** and messenger and no reply. I have emailed to the same webpage they offer for help 5 additional times. My husband has also tried to comment on pages of social media to see if we could have customer support and there is no response. He also tried to go to their website to find a way to submit a help ticket and no response. I am looking for help in having the company contact me and fixing my account as I am out of options and getting no responses. They need to provide a better and more efficient way for customers to get help. If I go back to the website and try to reset my device it tries to charge me for buying an entire new set of equipment which is another $500.

    • Initial Complaint

      Date:02/22/2024

      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 ordered starlink internet service in October and bought the $700 equipment same day. Have know problems and last night when I brought my wife home from dialysis, I discovered the internet was off. So I tried to contact someone with technical support with know luck. This service is very important to us I should mention for health reasons and my daughter schooling online. Plus I go to collage and work part time so this is a life line for our family not to mention my wife does dialysis and is on a transplant list that we get updates threw our emails. We have cell phones but in this rural setting we live in we burn threw the data fast. For the school my daughter uses school provided hotspot that has limited services out here. Long story short ... I got a hold of customer service and customer service that I would have to pay $100 and $40 one-time fee to activate my services. This is robbery. I can't pay my bill then report outage then be expected to pay $140 more to get my service back on is that fair?

      Business Response

      Date: 03/09/2024

      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-*******-*****-56

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