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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

  • 378 total complaints in the last 3 years.
  • 76 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:10/05/2022

    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 February 2021 I put down a deposit to internet service with Starlink. I cancelled the request for service a few months ago and requested a refund of my deposit. I had my account link to a credit card I no longer have an opened account with. I was told to get a letter showing the account was closed and the refund refused. I was able to get the letter showing the account was closed but not that the transaction was refused since I no longer have an account with Bank of America. I was told they could not issue me a refund since I could not get that letter.

    Business Response

    Date: 11/14/2022

    Business Response /* (1000, 8, 2022/10/24) */
    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:10/04/2022

    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.
    We ordered Starlink Premium the first day it opened online and placed a $500 deposit (before they termed it "Starlink Business" for $2500 to purchase the satellite for service. They advertised first that we would get our satellites at the end of Q2, then they pushed it to the end of Q3. They advertised that we would have business speeds of at least 150 to 500 mbps. They also made it extreme difficult to contact support in the beginning by only having FAQs on their website. The normal speeds we get are the same as the residential satellites that they offer. Right now our speed is only a 36 download and 4 upload and they are charging us $500 a month for this service. The same service as the residential. They have rejected my request for a downgrade and will not provide a partial refund and return for a residential product that is the same service. This is unfair business practice. At least let us downgrade our service and partial refund the satellite cost via store/statement credits.

    Business Response

    Date: 10/21/2022

    Consumer Response /* (2000, 8, 2022/10/21) */
    This case has been resolved. SpaceX has provided a refund and downgrade. Thank you.

  • Initial Complaint

    Date:09/27/2022

    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.
    Starlink had provided me a delivery date of mid-2022 and has since renegged on their promise and provided a mid-2023 delivery instead. There was no indication that my area was at capacity at the time of my pre-order and instead I was lead to understand that I was just waiting for my "cell" to be activated. At this point, I have been lead to believe I will not get service to my area, ever.

    Business Response

    Date: 10/21/2022

    Business Response /* (1000, 5, 2022/10/04) */
    When customers place a deposit for Starlink service, they are provided an estimated service date. While Starlink works to meet these dates as accurately as possible, they are estimates, and subject to change.

    Silicon shortages have slowed our expected production rate and impacted our ability to fulfill many Starlink orders this year. The impact of this shortage was communicated via email to all potentially impacted customers. We apologize for the delay and are working hard across our engineering, supply chain, and production teams to improve and streamline our product and factory to increase our production rate. In addition to the global silicon shortage, some service areas are currently at capacity. This is why some consumers may see Starlink appear to be available in service areas outside their own.

    Customers have the ability to view updates estimates for their service date through their customer portal, so any changes are readily available for customers to see. While the Starlink team will continue to work hard to deliver Starlink as quickly as possible, customers also have the ability to cancel their order and receive a full refund of their deposit at any time by logging into their account.

  • Initial Complaint

    Date:09/22/2022

    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 placed an order for Starlink on 8/25/2022. I also placed a separate order for accessories (longer cable, pole mount and an accessory to drill into the house).

    Starlink Dish - $700.92
    Starlink Accessories - $187.92

    I contacted Starlink through their support online and requested to return to sender as I would not be activating service on 8/30/2022. I was sent a return label in the event the return to sender was not successful.

    As of today, 9/22/2022 - I have received the full credit for all three accessories on different dates totaling $187.92. I am still owed $700.92. You can see in my interaction with Starlink below, I was advised today that I didn't follow the proper procedure. I'm not sure how that is even possible since the support team returned to sender and I never received the device. How could I send it back with the RMA they provided?


    STARLINK RETURN

    ***************** - 9/22/22
    Hello! Will you please review and provide a status on my refund from the return of my Starlink device? ORDER DATE AUG 25, 2022 ORDER NUMBER ******************** This was received back in the warehouse on 9/8/22. Do you see that credit was already applied for this order?

    *******/22/22
    Hello ******** Thank you for reaching out. We were able to review the return label issued to you had the FedEx tracking number of ************** that was created on 8/30/2022. When reviewing this tacking number the status is pending and shows it has not been delivered to our department, you may find our tracking label within your email on file. In order to receive a refund, the company needs the devices to be returned within 30 days and using the labels and instructions provided. We revised your tickets and see you attached the fedex tracking number ************ which is not the return label we had provided and in order to take further action due to the proper procedures not being followed - we would have to escalate this issue to our department. Thank you for your patience.

    Business Response

    Date: 09/28/2022

    Consumer Response /* (2000, 6, 2022/09/23) */
    Credit was issued after submitting this complaint. Please consider this issue fully resolved.

    Thank you,
    ********

  • Initial Complaint

    Date:09/18/2022

    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.
    Starlink was running fine when I initially set it up in July 2022. A couple weeks ago, the service abruptly stopped and I have not been able to get it to work at all since then. I have tried every troubleshooting method listed on the Starlink app with no success, but at this point I think it's hardware related. I contacted Starlink for a full replacement of the satellite dish, router, and cables. I have not heard anything from support and would like to receive a replacement of hardware.

    Business Response

    Date: 10/21/2022

    Business Response /* (1000, 8, 2022/10/04) */
    Thank you for bringing this to our attention. A Starlink associate will review this case, and reach out directly to the customer to resolve.

SpaceX is NOT a BBB Accredited Business.

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