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Business Profile

Electronic Instruments

SpaceX

This business is NOT BBB Accredited.

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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:12/28/2022

      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.
      March 2012 started Starlink service. All equipment is still under warranty. Our system has not worked for 6 days now. We have followed all of the troubleshooting tips on the Starlink app. Nothing works. We have even factory rest the system multiple times. We still get the error "disconnected". We have sent the issue to Starlink customer service. Through their App for 6 days now but no reply from them. They even took out our monthly payment for the service while the system is down. I need the problem resolved. The equipment needs replaced under warranty. Thanks

      Business Response

      Date: 01/20/2023

      Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that the issue has been addressed/resolved on TIK-******-*****-8.

    • Initial Complaint

      Date:12/27/2022

      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.
      I've had Starlink service for 6 months now and rely on the *** for working remotely (as does my wife). The service has performed flawlessly up until two weeks ago when the service completely stopped. The only customer support available is to submit a ticket. There is no customer service number. I submitted a ticket immediately after the service stopped on 12/19 (9 days ago). I have not received any communication or support from Starlink. The service continues to be down. It's not a billing issue because I have automatic payments configured and an invoice was automatically paid while the service has been down. I've had to take additional days of vacation from work because of the service interruption (as has my wife). My expectation is that a Starlink would respond within a reasonable time. 9 Days with no contact seems to be very unreasonable.

      Business Response

      Date: 01/20/2023

      Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined the issue has been resolved on internal TIK-******-*****-92 #.

    • Initial Complaint

      Date:12/27/2022

      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.
      I sent a message to starlink days ago, attempting to reinstate service after the third router they sent me finally works. However no one has gotten back in touch with me and I'm unable to reinstate service. I cancelled service because the resolution to my issue with service just disappearing was not resolved for 5 weeks, and when I finally got a phone call the *** was rude and unhelpful. However I discovered that with router #3 the system worked (I still had service for December paid for) but no one has contacted me back since I reached out the moment I had a working system. Their customer service is really, awful. I give them an F.

      Business Response

      Date: 01/22/2023

      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-******-*****-4.

    • Initial Complaint

      Date:12/23/2022

      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.
      This is unbelievable how a massive business cannot have any customer support help. I have promoted ********************** and persuaded people to sign-up, however, now I'm about to have to cancel because I am going on 12 days straight of no response to why I have no internet. I have left messages every day on my support ticket. If I go 30 days without it my discussion will move to another step and letting an advocate take it from there because I am paying for a product not being delivered. This is the only other way I can find that they may respond because there is no way to call and they will not respond to support tickets.I've not had Starlink a year and was impressed and my family could actually function with technology due to the rural area and lack of internet providers. However, my disappointment in the customer service is beyond disappointment now.

      Business Response

      Date: 01/20/2023

      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:12/22/2022

      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.
      SpaceX Starlink website's "cancel service" option is not allowing me to cancel my service and return my equipment. There is no customer service for the company. They're charging my credit card in perpetuity for a service I cannot use and am unable to cancel.

      Business Response

      Date: 01/27/2023

      Business Response /* (1000, 14, 2023/01/20) */
      Thank you for bringing this to our attention. A Starlink associate has confirmed that this issued has been fully resolved on ********************


      Consumer Response /* (2000, 16, 2023/01/26) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:12/19/2022

      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've had Starlink Internet for about 4 months now. I've had intermittent issues with the connection between the Starlink provided router and the Starlink provided dish antenna. I contacted Starlink support via their App the first time on 11/10/22. It took them 5 days to respond however, in that time, the internet magically started working. Then on 12/12/22 the same issue started again. I'm now on 7 days with no internet and zero response from customer service. As many people have stated on this website and even the r/Starlink_Support group, this customer service is the worst anybody can have. There is no way to escalate issues other than complain to online forums and then you still get ignored. I'd just like to have my internet working again please.

      Business Response

      Date: 01/30/2023

      Business Response /* (1000, 8, 2023/01/13) */
      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:12/17/2022

      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 have purchased starlink internet from this company. I have been having trouble with the service and opened a ticket to help resolve the issue. I have only received one response from the " technical support " and it only notified me that they were closing my ticket because I had multiple requests open. I am paying for a service I can not use and I can't get any resolve.

      Business Response

      Date: 01/04/2023

      Consumer Response /* (2000, 9, 2023/01/03) */
      I got a response and my issue was resolved. The company reimbursed me and sent me a new cable.

    • Initial Complaint

      Date:12/13/2022

      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 have been a user of starlink since the availability in my area began at the beginning of the year. I have had nothing but good things to say until it comes to customer support. I am a government contractor, working fully remote, and starlink has been my only viable means of internet access. Friday the 9th i came home to find my generation 1 dish displaying itself as offline. All cables connected, no signs of damage. The power supply box indicates it is no longer reading the connection from the dish to the power supply. I put in a request to see what solutions exist. Crickets. Its been 4 days and no response from customer support. After browsing forums apparently this dish disconnection issue is a known issue with gen 1 dishes. Why isnt the company pushing out a heads up to users? Why is there no one at customer support to handle my issue? Many people claim upwards of weeks to get a singular response. There is no way to contact customer support unless via customer support messaging option online or in the app, no numbers listed to call for support. They essentially have a veil allowing them to hide from actual work until a complaint is filed. ITs unsatisfactory.

      Business Response

      Date: 01/20/2023

      Thank you for bringing this to our attention. A Starlink associate has reviewed this case and has confirmed that the issued has been resolved on internal TIK-******-*****-4. No further action.

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