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Business Profile

Electronic Instruments

SpaceX

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 505 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:02/22/2023

    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 purchased the ** Starlink in January since it was advertised as so much faster than my ATT. I received the unit, set up an account and got the unit started up and used for a couple weeks and it was no better than my ATT but cost over twice as much. I was cautious about the purchase but the website stated 30 money back guarantee. I cancelled the service on my account as the directions stated and was told a shipping label would be emailed to me. They have discontinued my account so now I cant even talk with them on the problem. My account number is #****************** or that was my account number until they deleted it. I just want to return this unit and get my refund like it was advertised.

    Business Response

    Date: 03/10/2023

    Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal
    TIK-695076-24837-7.

    Customer Answer

    Date: 03/11/2023

     
    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,

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

  • Initial Complaint

    Date:02/22/2023

    Type:Product Issues
    Status:
    Unanswered
    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 rurally and have no options for internet. After trying many options that were basically dial up and provided negative connectivity, we opted for the Starlink satellite. We paid our ****** equipment fee in June of 2022 and received our equipment. We started noticing loss of internet for **** hours at a time but were able to use troubleshooting methods that returned service for a few days. We were unaware that Starlink had no direct contact method except an email to support. We started to suspect a defective satellite dish when our service indicated our dish was unplugged. Lots or researching later, we determined many consumers have experienced the same with eventual complete loss of service. My initial email 9 days ago resulted in a response that included a paste and cut of the troubleshooting guide already found on the ap. None of these solved the issue, which I emailed back the same day. I have sent two more email tickets and am not getting a response. The equipment is 8 mths old and I understand there is a year warranty. I was charged for service on 2/13/23 . Most cases I read that ate exact in nature are getting new product to replace the defective equipment.

  • Initial Complaint

    Date:02/22/2023

    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.
    The service is broken for who knows what reason.The customer service is non existent.They will not answer you.They will not help you.They will not do anything.I regret ever buying Starlink internet.

    Business Response

    Date: 03/19/2023

    Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal
    TIK-683198-72198-12.

    Customer Answer

    Date: 03/20/2023

     
    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,

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

  • Initial Complaint

    Date:02/22/2023

    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.
    Early January I purchased a Starlink unit it was receive in mid January with a 30 day guarantee One week later it quit working and I have repeatedly tried to get a return authorization As of today ****** no response from Starlink customer service They are not at all customer friendly in fact absolutely terrible

    Business Response

    Date: 03/19/2023

    Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal
    TIK-698123-55728-6.

    Customer Answer

    Date: 03/21/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is barely satisfactory to me.

    Sincerely,

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

  • Initial Complaint

    Date:02/20/2023

    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 had purchased an RV Starlink kit and requested to cancel and return the kit as it was not the service I was looking for and I wanted to purchase the residential kit.It took me almost a week and a half just to get a shipping label sent to me by customer service, several days just to get a response.I sent my kit back and it was received at the end destination on Feb 6(shipping label attached). My refund has yet to be processed, and I have been requesting updates since Feb 10 with absolutely no response or acknowledgement from them that they are even looking into it. Im awaiting a refund if $732.48. The response time for this companies customer support is atrocious.

    Business Response

    Date: 02/26/2023

    Thank you for bringing this to our attention. A Starlink associate will review this case, and reach out directly to the customer to resolve.

    Customer Answer

    Date: 02/26/2023

     
    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,

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

  • Initial Complaint

    Date:02/20/2023

    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.
    Starlink provided a replacement system but it is giving me the error that I'm outside my service address. Starlink has not responded in almost 9 days.

    Business Response

    Date: 02/26/2023

    Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal
    TIK-688125-87495-13.

    Customer Answer

    Date: 02/26/2023

    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. Please fix the delays in your customer service.

    Sincerely,

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

  • Initial Complaint

    Date:02/19/2023

    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.
    I ordered Starlink on 26th January 2023. On the 30th January I received notification that Order: ***-12196277-53073-96. Unfortunately, the shipping email provided indicates that the tracking number does not exist or the item hasnt been scanned into the system. On the 13th February, when my Billing Cycle commenced, I reached out to Starlink via the Customer Support system requesting information relating to the shipping of the hardware, as the provided tracking information from Starlink has consistently stated "Records for Reference not found", and I have not received my hardware. On the 18th February, after failing to hear back from Starlink, the tracking information for the hardware continuing to state "Records for Reference not found", and still failing to hear back from Starlink, I followed up with an additional message, again requesting updated information relating to my hardwares location, and advising Starlink I would escalate the situation to a complaint with the Ombudsman. Currently, I have still not received the hardware, 3 and a half weeks from the reported date of shipment, the tracking information is still not valid, and I am not 2 weeks through a billing cycle for a product I can't even utilise.

    Business Response

    Date: 02/26/2023

    Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal
    TIK-688912-14329-3 .

  • Initial Complaint

    Date:02/18/2023

    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 have starlink for my internet provider for my private residence. I have had their service since October of 2022. On 2/15/23 I came home from work and had no internet connection. So I went through all the steps that starlink provides for you. Nothing worked. I contacted their so called ***************** All it is is a chat lobby where a bot contacts you back saying a representative will contact me back. It is now Saturday 2/18/23 and still no response for starlink at all. I am paying customer and I am being take advantage of along with other customers as well. There are a string of testimony for other people who have dealt with the same thing I am. All the time I still have no internet. I work from home and need it to be quite honest with you.

    Business Response

    Date: 02/26/2023

    Thank you for bringing this to our attention. A Starlink associate will review this case, and reach out directly to the customer to resolve.

  • Initial Complaint

    Date:02/17/2023

    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.
    I lived with my elderly father ***************************** and due to the home being in the country and very slow DSL, we decided to get Starlink internet so gave them a $99 deposit on 1/05/2022. Before Starlink became available to us my father passed away on 11/05/2022. Since I would now be moving, I cancelled our place in line and requested a refund for the $99 deposit. Starlink cancelled our order and let me know that the deposit would be returned to my father's bank account, the issue with this is that his account is closed. I'm an executor of his estate along with my brother, we have a lawyer handling the estate. I've tried to send support tickets through the Starlink website but every time I write up a ticket to explain the situation and hit send it says an error has occurred and to try again later. This has been happening for months now and I have no way to contact them to ask them to send the refund to the lawyer's office so she can deposit it into the estate account. I am attaching the Starlink invoice that shows the account number, date, my father's name, address, and the amount. I have copies of the death certificate and also short certificate and whatever other proof I need that I will attach to show my father is now deceased. I just need help contacting them and getting this resolved as I don't think it's fair for them to keep our $99 without having provided us anything and their ticket support system doesn't work for me. Our lawyer's information is: *****************************************, ****************************************. Thank you.

    Business Response

    Date: 02/26/2023

    Thank you for bringing this to our attention. A Starlink associate will review this case, and reach out directly to the customer to resolve.

    Customer Answer

    Date: 02/26/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution for them to contact me will be satisfactory to me IF they in fact do contact me so we can discuss the matter and resolve it.  

    Sincerely,

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

  • Initial Complaint

    Date:02/16/2023

    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.
    Purchased Starlink (owned by SpaceX) and paid $947.60 cdn on my ******** on January 18, 2023. Rec'd the system on January 25. The system is broken, stuck in stow mode. We have tried everything to fix it but to no avail. I have been attempting to contact Starlink since January 30 - the only way to contact them is to use the app and send a message through support. I have sent 6 requests so far via this way and Starlink keeps sending me a message that I have many open tickets so they are closing that one. They have yet to contact me regarding a resolution. I have only ever sent one ticket at a time. I cannot contact them as they do not have a phone number and they have now issued an invoice for $161 for the monthly subscription.

    Business Response

    Date: 02/26/2023

    Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal
    TIK-683638-53980-9.

    Customer Answer

    Date: 02/26/2023

     
    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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