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Business Profile

Electronic Instruments

SpaceX

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electronic Instruments.

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

    • 458 total complaints in the last 3 years.
    • 44 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: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.
       
      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:11/02/2023

      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 own a Starlink and pay for a monthly service. My antenna is located in ******. I've lost connection several days ago and have tried opening service tickets, troubleshooting. There is no way to contact support, the phone number provided in one of their automated messages does not connect. I need a solution for my issue as I ahve been paying for this service and absolutely cannot get any support to fix my issue.STARLINK ID ************************** SERIAL NUMBER **************** KIT NUMBER ************

      Business Response

      Date: 03/29/2024

      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:09/26/2023

      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.

       
      Complaint: 20648665

      I am rejecting this response because: they are sending it to the wrong email. Please tell them the correct email is : ******************** Still cannot log in to account because of this error. 

      .

      Sincerely,

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

      Business Response

      Date: 10/11/2023

      Thank you for bringing this to our attention.
      A Starlink associate has reviewed this case and determined that you do in fact have an active account. The account for the kit in question is ACC-1255660-28547-16, under email *****************. A new email verification has been provided and we can confirm that this issue is now being addressed and/or has been resolved on internal TIK-*******-*****-53.

      Business Response

      Date: 10/17/2023

      Thank you!
      A Starlink associate has reviewed this case and updated the email per your request. Correspondence can be found on internal TIK-1336887-99701-60

      Customer Answer

      Date: 10/20/2023

       
      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:09/20/2023

      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.
      MY EMAIL TO STARLINK This is my third time sending. no response. please inform me as to how I can get in touch with someone. This is turning out to be some BS. I have been trying to get in touch for months now and no response. *******************, Starlink acct. # *************** My first problem is that on my home page for payment activity, still only shows my initial deposit since August 2021, $ *****. Please correct.,. Next, I am writing you to inform you that I have been approved by the Affordable Connectivity Program. Contacting you seems to be very difficult and I hope I have the correct office to relate to about this matter. If you are not who I should contact and could you please refer me to the proper channels. Here is my account information for the *** when addressing this issues. The system seems to work fine. Please address these other small issues for me. thsnk you Application ID: ************ Full legal name : ******************* Address: ************************************************* Last 4 digits of SS# **** If this is not the proper contact that I should go thru, please redirect or reply with instructions. *******************, Starlink acct. # *************** ******************* ************ / ****************

      Business Response

      Date: 10/11/2023

      Thank you for bringing this to our attention.
      A Starlink associate has reviewed this case and determined that you are trying to log into an Inactive account. The account that has an Active subscription will be ACC-1587399-11347-23 and the email used upon sign up is ******************. We have resent the verification + Password invitation to that email which will allow access. For further communication, please continue the conversation on the open ticket TIK-*******-*****-31 with our Starlink Customer Support team. 

    • Initial Complaint

      Date:09/20/2023

      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'm still looking for help resolving an issue with a Starlink Satelite dish I purchased. I submitted a ticket about 10 days ago on the BBB website, and got a note recently that it was transferred to this office. I've submitted two help tickets to Starlink nearly a month ago, and have had no response. There is no other way to contact Starlink. Here is my issue in summary:

      • When trying to set up the hardware & create an account, I'm informed that the hardware is already owned by someone else and I need to contact support
      • Support doesn't respond
      • After 14 days, I received a notice that Starlink started charging me $120 monthly fee for service that I can't use
      • Starlink provides a no questions asked 30 day return policy, but you need to have an account to submit for a return. I can't create an account since the hardware can't be registered. 

       

      The 30 day window for returns is nearly up. Hoping you can help. 

       

      Thanks

      CJ

      Business Response

      Date: 09/29/2023

      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-1286207-30797-50).

    • Initial Complaint

      Date:09/20/2023

      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.

       
      Complaint: 20588612

      I am rejecting this response because:

      would someone from Starlink please contact me? PLEASE? 
      please refer to attached photos, I just need to speak with someone at Starlink

      Sincerely,

      **** Valley

      Business Response

      Date: 10/10/2023

      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-*******-*****-42. 

      Business Response

      Date: 10/16/2023

      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-*******-*****-42. 

      Customer Answer

      Date: 10/20/2023

       
      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,

      **** Valley

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