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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/24/2022

      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.
      Complaint submitted to https://***********************************************

      subject line: CHARGING ME WHEN EQUIPMENT RETURNED AND SERVICE CANCELED

      ************
      9/24/22
      I have canceled my service and returned equipment on September 12, 2022 and received the equipment refund on the same date on my credit card. Your company has attempted unsuccessfully to take a monthly service payment on September 13, 16 and again on the 20th for service and equipment that was canceled, returned and refunded on the 12th. My account currently shows a balance due for service dated September 13, 2022. The service was cancelled and equipment returned and refunded by StarLink prior to billing date.
      Please remove the monthly charge of $135.00 owed for service dated September 13, 2022 from my account. Thank you

      Business Response

      Date: 10/11/2022

      Business Response /* (1000, 5, 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.


      Consumer Response /* (2000, 7, 2022/10/10) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Thank you for your assistance BBB with this matter. I am satisfied with the resolution.

    • Initial Complaint

      Date:09/22/2022

      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.
      Ordered statlink and was charged $701. Received tracking and item was shipped to wrong address. I spent 2 hours on the internet searching for customer support. They do not have any at this point in the process. They also fail to provide any instruction except for a card with 3 pictures. After spending 3 hours of my time and gas driving around Denver I located my package. After unboxing unit it failed to aim the antenna. Researching the web it is obvious starlink has known parts issues and they continue to ship the faulty stuff hoping people will tolerate the non or lack of support. I wrote an indepth support ticket explaining everything done so far and they replied with please go read everything again and a checklist of things to try. The list was exactly what had already been completed. That was at 5:10pm on sept 20 2022. At 8:21am support finally answered with my quest to cancel and rid myself of this non customer oriented business.

      Business Response

      Date: 10/31/2022

      Business Response /* (1000, 5, 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.


      Consumer Response /* (3000, 7, 2022/10/10) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Starlink had multiple chances to reach out. They made it public knowledge that starlink provides no way for anyone to communicate with them unless a account is created after you buy their system. Then and only then a subscriber can communicate via a very obsolete ticket system. I have been there and it is one reason I sent everything back. The ticket goes unanswered up to in my case 39 hours.

    • 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.

    • Initial Complaint

      Date:09/16/2022

      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.
      8-10 months ago I ordered Starlink internet service. For a $99 prepayment they put me on a 'waitlist', while they placed enough satelites to adequately serve my area. The monthly service rate was quoted as $99. While on the wait list the rates increased to $109. This was all OK. About 3 months ago they e-mailed me advising that if I subscribed to Starlink RV, it was immediately available. The rate was $135, without the normal speed guarantee. The equipment and set up fee was the same at $599. I accepted the offer, and have been very satisfied with the service. Now I have been notified that my turn has come up on the 'wait list'. They tell me there is no provision to change from the $135 RV service to the $109 residential service. As far as I can tell the equipment is identical. The only option they are offering is to pay another $599 for another set of equipment. This does not pass the "Reasonable Test". There must be a way to change from Starlink RV to Starlink residential at either no cost or a minimal fee.

      Business Response

      Date: 11/01/2022

      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.


      Consumer Response /* (3000, 11, 2022/10/10) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      There has been no offer of resolution to the original complaint of their refusal to change from RV service to Residential service. They have offered a solution to the degraded service problem. They are sending a new modem and cord. It will be a week to ten days before I know if this works.

    • Initial Complaint

      Date:09/15/2022

      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.
      Hello, My name is *************** and I was asked to assist in reconciling accounts and previous purchases done by former IT Director of Flagler County ***************
      Starlink was pre-ordered by ************, but was never received. The preorder shows as refunded; but this refund was not received due to card cancellation.
      I provided Starlink proof of card cancellation on 7/29/2022 and still have not been successful in securing the refund for the $99.00 USD paid as a deposit.
      Currently, their website does not even provide an avenue for resolution. After many months, I have been unable to reach anyone directly through their system and still want to obtain the refund for the device not received.

      Business Response

      Date: 10/04/2022

      Business Response /* (1000, 5, 2022/09/27) */
      Thank you for bringing this to our attention. A Starlink associate will review this case, and reach out directly to the customer to resolve.


      Consumer Response /* (2000, 7, 2022/10/03) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Refund is now resolved. Thanks BBB for your assistance!

    • Initial Complaint

      Date:09/15/2022

      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 put down my $99 deposit for Starlink internet. The app will not download to my phone. So I have a problem right off the top, and there is absolutely NO customer support of any kind. Just "Thanks for your money sucker, we do not want to deal with customers!" This is absolutely no way to run a business. I want to be contacted by some form of customer support or I want my money back!! What is wrong with these people at Starlink? This is almost fraudulent. Just take your money and blow you off? This should not even be legal. I would like to use Starlink's services, but not at the expense of being treated like trash. I can see by the robo responses to other complaints that they do not care in the least about their customers.

      Business Response

      Date: 10/14/2022

      Business Response /* (1000, 5, 2022/09/27) */
      When customers successfully place a preorder for Starlink, they receive an email confirmation that verifies their order was placed, and includes instructions on how customers can log into their account. Customers are informed of their estimated service availability date while placing the order, and are able to view this information at any time by logging into their customer account on Starlink.com. As a developing network experiencing high demand, estimated service availability may change over time. For this reason customers are able to cancel at any time for a full refund of their deposit by logging into their account on starlink.com.

      If a customer inputs any incorrect contact information on their order, there is a Account Recovery function at ***************************************** that allows customers to correct their information.

      Once it is time for a customers order to convert, they will receive an email informing them, and will then gain access to the Customer Support team.

      We have verified that this customers contact information is correct, and they have access to their account.

    • Initial Complaint

      Date:09/15/2022

      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 ordered StarLink RV service after canceling the home service because StarLink did not plan to have service at my home until 2023. StarLink refunded my $99 and then charged me $692.43 on September 9th (which I agree to paying). However, My Account page on the StarLink site does not even show the order that they charged me $692.43 for, and I have not even received a confirmation email from them. There is no way for me to contact them via phone, email or even on their website via secure message. The resolution I am looking for is to confirm my order and give me a ship date because when I placed the RV StarLink order for $692.43 their website said the equipment was ready for immediate shipment.

      Business Response

      Date: 10/04/2022

      Business Response /* (1000, 5, 2022/09/27) */
      Thank you for bringing this to our attention. A Starlink associate will review this case, and reach out directly to the customer to resolve.


      Consumer Response /* (2000, 7, 2022/10/03) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      StarLink contacted me and has resolved the complaint. My internet is fully functional. Thank you.

    SpaceX is NOT a BBB Accredited Business.

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