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Business Profile

Electronic Instruments

SpaceX

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electronic Instruments.

Complaints

Customer Complaints Summary

  • 379 total complaints in the last 3 years.
  • 80 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:12/08/2023

    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.
    Star Link sent me two of their satellites and I did not order them and Im unable to talk to anybody about returning them and having the money deposited it in my account

    Business Response

    Date: 12/29/2023

    Thank you for bringing this to our attention. We can see that return labels were created and sent to the customer via email for both kits on 11/26/2023. We have gone ahead and resent 2 new labels for the Starlink kits. 

  • Initial Complaint

    Date:12/05/2023

    Type:Order 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.
    Paid for a pre-sale item. There was no information for 8 months regarding tracking or when it would be shipped. I left 3 emails asking for help to change the shipping address or to cancel the order if the shipping address could not be changed. They never responded. I tried social media as well and no response. Now the item is being delivered today and I live in a different state. Tried emailing and contacting on social again this week and nothing. Worst customer service for any purchase I've ever made.

    Business Response

    Date: 12/21/2023

    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: 12/21/2023

     
    Complaint: 20959729

    I am rejecting this response because:

    What information do they require? The attachments have the order number and email associated with the purchase. My name matches the order and billing information. 

    this is unscrupulous behavior and if they needed something to process the complaint they could have simply asked for it.


    Sincerely,

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

    Business Response

    Date: 01/13/2024

    This is support for Starlink Internet Services.

    A Starlink associate has reviewed and determined that there is not sufficient information provided in the case to find an active customer account for further assistance. We ask that the customer please provide the full ********************** Account # or internal Ticket number (Example Format: TIK- xxxxxxx-xxxxx-xx) and we'll attempt an additional search.

  • Initial Complaint

    Date:12/01/2023

    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.
    Internet was working well until a little over a week ago. Internet went out. Said it was blocked. That we were able to rectify. Then it said it didn't recognize an account won't let me log in or set up account . I think I managed to factory reset starlink.assuming I could just set up from the beginning. But I can't manage.Look we are both seniors who don't know a bunch about this technology. I'm sick with 2 types of cancer that are not curable and a untreatable fatal hereditary genetic condition called vascular e.d.s.I need constant access to my Drs and other specialists.Please help me figure out what I need to do in order get the service back up and running. I keep trying to go through the website but it's like a big crazy circle and I'm getting nowhere. Why don't you have help for customers in this type of situation? Why are you so secretive about contact information? Why don't you see there is problems with your plan.

    Business Response

    Date: 01/13/2024

    Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that the customer issue is being addressed and/or has been resolved on internal Support Ticket TIK-1621973-98601-51. 

  • Initial Complaint

    Date:12/01/2023

    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 canceled my Starlink service on April 11, 2022. I just noticed on my credit card statement I am still being billed $120 per month. *** tried to figure some way to communicate with them, but I have been unsuccessful. When I was a customer of theirs, my account number was *******************.

    Business Response

    Date: 01/13/2024

    Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that the customer issue has been addressed and resolved on internal Support Ticket TIK-1475667-43799-66. The Starlink associate helped the customer regain access to the account and provided steps to transfer as requested at the time. 

  • Initial Complaint

    Date:12/01/2023

    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.
    11/24/23 they took 900$ out my account when I havent even heard of this until today.

    Business Response

    Date: 03/29/2024

    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:11/18/2023

    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.
    We bought a Starlink kit via Best Buy. STARLINK STANDARD KIT I have tried several times to activate service without success. Every time that I get to the payment option, it just buffers and will not allow me to input the payment information or I get an error stating his email address is a duplicate, or already assigned to another account.We have had the satellite for nearly a month now and it is absolutely useless.My wife and I have sent several emails and tried multiple times to submit tickets to get some help through Starlink and there is always an error stating a problem on their end and we have been unable to get any help! It's just ridiculous and extremely frustrating!

    Business Response

    Date: 11/26/2023

    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 -1468706-31615-46

  • Initial Complaint

    Date:11/15/2023

    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.
    Have put help tickets in several times. Keep getting charged 150 a month and 120 a month for one active system. Have asked them to fix billing problem it is still not resolved. This has been going on for months.

    Business Response

    Date: 12/14/2023

    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-*******-*****-61

  • Initial Complaint

    Date:11/15/2023

    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.
    On October 28, 2023 we were charged ****** for equipment. We are unable to contact the company or get into our account because it was deleted by the company. There is no customer service number and we are unable to use the email due to having no account. They will continue charging us monthly even though we cant access the service were paying for.

    Business Response

    Date: 12/21/2023

    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:11/15/2023

    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 purchased Starlink Satellite internet and associated equip on 10/24/23. I received hardware 11/8. Set up as per instructions and attempted to activate account and it stated I had no account. It allowed my email to reset a password but still states bad credentials and at times Use Disabled.They have NO customer service available unless you log in. It wont allow me to log in, cost over $ **** (incl extra router and mount) and can't use it. I found an email from them around Nov4 that they canceled my order and would not ship merchandise and would refund me payment... that was before I received equipment. Obviously there is an issue with communication. I decided to cancel and attain return # and label but you can't do either unless you can log in, which I can't... it all has to be done on app or website after you log in. I called credit card company to dispute charges and hoping that gets through to them but after 3 days still haven't heard from them, nor have I received a refund. I want to return equipment and cancel $120/mo internet fee but unable. Please post for others this issue and help with company if you can get access to them.

    Business Response

    Date: 12/02/2023

    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 ticket TIK-1486258-41744-52

  • Initial Complaint

    Date:11/09/2023

    Type:Order 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.
    Signed up for Starlink, cancelled deposit. I no longer have the credit card. I need to get my refund. I tried to fill out a support ticket but it says I can't, try again later. ACC-******-*****-73

    Customer Answer

    Date: 11/19/2023

     
    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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