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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/28/2024

      Type:Billing 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.

       
      Complaint: 22207089

      I am rejecting this response because it does not work for all customers. In my case - and many others who purchased a Starlink Terminal at ****** - creating an account is not even an option on the Starlink website, much less creating a ticket like SpaceX suggests. To restate, a customer who purchases ********************** from an approved vendor has no clear pathway to receiving support from the website until AFTER they set up an account. And they cannot create an account until AFTER they pay for the service. If the customer has a payment issue (common for service outside the ****** Starlink will not assist - posting on social media to get assistance is the only apparent option. I dont think this is reputation SpaceX or Starlink wants. I would encourage the business to review recent postings on Reddit for more context.

      Sincerely,

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

      Business Response

      Date: 09/08/2024

      Thank you for bringing this to our attention.
      Based on the information provided, we were not able to locate a Support Ticket submitted on the customer account. In order for a ********************** associate to begin the resolution process, we ask that the customer please submit a request by logging into their 
      Starlink Account and submitting a support ticket via the *** page. If a ticket has been submitted, please provide the internal Ticket number (Example Format: TIK- xxxxxxx-xxxxx-xx)

    • Initial Complaint

      Date:08/26/2024

      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.
      We placed an order for a Starlink unit. It said it was unable to process at that time. Tried a second time. They charged us for both units. We got the refund for one unit. Connected the other unit. Had a signal. Had an account. They disabled our account after taking the first months plan payment. We paid for the unit we received. They sent numerous emails to us saying we were committing fraud. We spent ****** for the kit and a month plans $120. They disabled us altogether and no customer service number to call. We have been emailing almost daily for them to assist us with virtually no response. I need help. Please

      Business Response

      Date: 09/08/2024

      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:08/26/2024

      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.
      Our internet has been so slow you can barely use it. When we First got Starlink little over a year ago it was great our speeds were great we had no issues then it started getting slow i contacted them ran some test they sent us a new router it helped but for sure was not the only issue. our speeds keep getting slower and slower I have contacted them on and off for the past 6 months they tell us its fine its running like it should or the favorite excuse is that we are in a high traffic area and the speeds will reflect that. They have now sent us a router a cable and new Ethernet adapter and are now sending us another router. I will say they have paid our bill here and there and helped in the part but that's it. I have tons of pictures videos screen shots of the chats and our speeds that we are getting on a regular basis. I understand there will be drops in speeds that's just the nature of it but getting single digit speeds is not acceptable. rite now as I'm writing this i have done 3 speed test all from different speed test sites and they are 1 to 4Mbps download and .02 Upload My Phone internet from **** its 7 times faster than that. The only way you can contact them is through the chat you can never talk to anyone on the phone no matter how long you have been dealing with this issue. i have asked them multiple times when they say we are in a high traffic area why would you over sell an area then? you are charging ppl a premium amount on subpar service because you sold it to too many people in this area. We have no other Internet options in our area this is it all i want is for it to work like it's supposed too or if they can't figure that out then they need to offer us a deal on upgrading us to premium service or something because paying $120.00 a month for 4Mbps speeds is crazy. You can't get anywhere with the chat people they read off a script and just keep throwing parts at it when there is obviously a bigger issue. Its effecting my work and online classes.

      Business Response

      Date: 09/08/2024

      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:08/19/2024

      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 subscribe to Starlink Satellite internet service. The service continues to be highly unreliable and frequently is offline despite the fact that I am paying for the service. So I am not receiving the service they are contracted to provide. There is no way to contact any support outside of an email which goes days without any response. I pay $120.00 a month and this has been an ongoing matter for multiple months.

      Business Response

      Date: 09/08/2024

      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-*******-*****-65

    • Initial Complaint

      Date:08/16/2024

      Type:Delivery 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.
      Internet went out 8/11/24. Created a ticket - it took 2 days to get a response, they finally decide that its the router and say they are shipping a new one. i ask a question back and also ask to expedite the shipping. No response. Have asked several times for a response and we are on day 3 of nothing. There is no number to call. You pay for something and then are at the mercy of them whent hey decide to answer. I was still charged my monthly fee and we are at almost a week of no internet and the piece has still not been shipped out. Estimated delivery is showing 8/26-8/28, which would make it well over 2 weeks without something I am paying for. To top it off, this service/product we have only had less than 3 months!

      Business Response

      Date: 08/22/2024

      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-*******-*****-48

    • Initial Complaint

      Date:08/14/2024

      Type:Product 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.

       
      Complaint: 22140679

      I am rejecting this response because:

      A mesh router finally shipped after 23 days of no service. We will see if it works when it eventually arrives. Research has shown the Gen3 routers are widely defective. It doesn't appear there is any plan to fix the issues, so more defective devices are being sent out. SpaceX states the delay is due to 'high demand.' Seems more like they are having to replace so many defective devices that they can't keep up. Amazon has routers in stock that can be received next day. I offered multiple options to satisfy me and get my service returned ASAP. SpaceX would not do any of them and even suggested at one point I buy another $300+ router at my expense with no compensation from them. After stating that was not acceptable,  they issued me a 2nd months' credit. I feel like this is more a 1st months' credit as, by the time I receive the new mesh router,  I will have been without service for nearly a month. I feel like they know some people have no other option for internet,  so they just c*** on their customers because they can. 

      Sincerely,

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

      Business Response

      Date: 08/22/2024

      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-*******-*****-45

    • Initial Complaint

      Date:08/13/2024

      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.
      I signed up the 30 day trial of starlink. I cancelled the service before the 30 day. When you ask the customer service autobot about the issues it says an email should have been sent with return label for the equipment. I received no email about returning equipment or being refunded. There was no where on the account to click about returning equipment in the trial. And to top it off i was charged for the equipment before the 30 day trial was even over and i had already canceled the service. Feels like a scam especially when you cant talk to someone and the autobot is zero help.

      Business Response

      Date: 08/22/2024

      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-2683121-51446-41


    • Initial Complaint

      Date:08/12/2024

      Type:Sales and Advertising 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.
       
      Complaint: 22122564

      I am rejecting this response because:
      This doesnt address my issues or notify me of what action will be taken to work towards a solution. This messages essentially let me know that my complaint was received and nothing else 
      Sincerely,

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

      Business Response

      Date: 08/22/2024

      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-*******-*****-53

    • Initial Complaint

      Date:08/02/2024

      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 without internet for 3 weeks. The only way to contact them is by chat or email. When you send them an email it has taken up to 48 hours for them to reply. If what they reply for you to do doesn't work you have to send another email and let them know it didn't work then wait up to 47 hours for another reply. I have asked them repeatedly to contact me by phone and they have not. My bill is automatically paid every month from my checking account and they have no problem taking their money. As I have stated this has been going in fir three weeks.

      Business Response

      Date: 08/15/2024

      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-*******-*****-50

    • Initial Complaint

      Date:07/27/2024

      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.

       
      Complaint: 22052321

      I am rejecting this response because:

      until i see the money in my account, this is not closed or resolved 


      Sincerely,

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

      Business Response

      Date: 08/15/2024

      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-*******-*****-54

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