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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

  • 490 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/26/2022

    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.
    I sent in a deposit for Startlink satellite services April 2021. AT that time I was told it should be in our area later that year mid summer, updated twice after t say mid 2022 so three weeks ago we requested a refund. I waited & waited. Finally T-Mobile came into our area & offered internet services. (I live in a rural farm area so my options are limited) I then decided to get a refund from Starlink. Which they say they gave a refund to a credit card ending in last four***** but my wife nor I nor the bank shows a card ending in*****. So you cannot talk to a live agent. Only communication is by a support ticket only if you request a refund. It states if the card you paid you no longer have or no longer use the bank that issued the card you need to supply a letter from the bank to Starlink customer support. Problem is they closed the case and there is not a way to contact customer support either thru the phone app or thru their starlink website logged into my acct.I submitted for a refund & I was told it could take up to 14 days. I waited & it did not come. Then I replied & was told the refund would be processed. They then closed the case. I did not get the refund. By them closing the case I cannot reply & there is no way to contact them. No phone number, no email, & their support does not work because they closed my case. I still do not have my refund & no way to contact them. Apparently they are given an F rating on BBB. Space x the starlink parent company I have seen does reply to BBB communications with a space x profile saying a starlink rep will contact the customer as there are a lot of customers with starlink issues and frustrated as there is no way to contact customer service at starlink to resolve any issues whether your an existing customer waiting on equipment or having a service issue with existing equipment or waiting on a refund they say they gave but clearly didn't. Please help us!

    Business Response

    Date: 09/16/2022

    Business Response /* (1000, 5, 2022/08/30) */
    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:08/26/2022

    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 received an email that my order was ready to ship with a fedex tracking number. It's been over 14 days and I have not reviewed my order. FedEx states that I need to contact vendor to star a claim.
    Starlink is impossible to contact. I did Not receive my dish and today I just got charged a $110 monthly service fee. I don't want to cancel my service because I have waited over 2 years for my shipment to be processed.

    Please help!

    Starlink Account Number
    ACC-***************

    Service Address
    ********************************************
    Starlink Order Number:
    ORD*****************

    FedEx TRACKING ID
    ************

    Clip from fedex
    FROM
    Hawthorne, CA US
    Label Created
    8/10/2022 1:18 AM
    PACKAGE RECEIVED BY FEDEX
    CARSON, CA
    8/11/2022 2:24 PM
    SHIPMENT EXCEPTION
    CARSON, CA
    8/13/2022 2:05 PM

    Todays date is 8/26-2022

    Business Response

    Date: 09/21/2022

    Consumer Response /* (2000, 9, 2022/09/13) */
    Resolved. I was finally able to get in contact with someone

  • Initial Complaint

    Date:08/17/2022

    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.
    I requested a refunded from Starlink and was advised that the refunded was processed on June 18th 2022. I haven't received a refund and open a ticket on July 1st in respect on my refund and was advised that if I didn't receive it, to contact customer service as it may be due to the account no longer active. There is zero places on the ************ website that has a contact me or ticket button. Its been 2 months and im no resulted to file a complain. My account number is *******************. The amount of the refund is $99.00

    Business Response

    Date: 09/09/2022

    Business Response /* (1000, 5, 2022/08/23) */
    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:08/11/2022

    Type:Service or Repair 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.
    I have ordered and paid for internet services from SpaceX's Starlink on 26 February 2021. I was charged $99 to be placed on a waiting list. I still have not received any equipment or communications from Starlink about my purchase. There are other Starlink customers in my service area that have received their equipment and internet services. Some who ordered theirs after I placed my purchase. I have attempted multiple times to find and contact customer service with no success.

    Business Response

    Date: 09/12/2022

    Business Response /* (1000, 5, 2022/08/15) */
    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.


    Consumer Response /* (3000, 7, 2022/08/22) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    This reply is the same standard response that is provided on the company's website almost verbatim. This does not supply an update to my account or order status. I would like to be contacted by a representative of the company or provided a customer service contact to discuss my account. I do not want a refund for my order I am looking for a resolution to my internet needs.

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