Complaints

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  SpaceX

  1 Rocket Rd Hawthorne, CA 90250-6844

• 

  Star Link Communications Inc

  null Evergreen Park, IL 60805

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.

• Initial Complaint

  Date:06/18/2024

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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: 21868314
  
  I am rejecting this response because: The issue was not resolved, it was resolved to their satisfaction but not to mine. I purchased the hardware two years ago for $1000, they now sell it for $500. If I were to buy the hardware now, I would only pay $500. Therefore, I should be reimbursed the difference, which is $500. If that $500 is in the form of credit to my account, that would be satisfactory to me. However, they have only credited me for one month of service, which totals $158. This does not match the price discrepancy in the hardware cost. The Starlink customer service rep interpreted this as resolution, even though I said this was not an acceptable resolution. I then opened the ticket two more times, and in response to both times they said the issue was resolved and closed my ticket. So now I am writing to BBB to get assistance in being credited for the additional $342 that Starlink owes me for the change in hardware cost. I am not asking for a refund, I am only asking for a credit to be applied to my account for the appropriate amount. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/07/2024

  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-*******-*****-40
  
  
  

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 recently purchased a starlink satellite. A week after setting it up it stopped working with the app saying its not plugged in. I completed all troubleshooting steps and submitted 3 tickets on 05/31/2024. The respective ticket numbers are TIK-*******-*****-36, TIK-*******-*****-49, TIK-*******-*****-22. They closed those 3 without responding so I put another one in today 06/01/2024 and that ticket number is TIK-*******-*****-52. I want this months bill refunded because I am not receiving the services I paid for. They gurantee 24-7 customer support and they refuse to respond. I spent ****** on the equipment, 120 on the monthly bill and ***** on a mount. Even if they send replacement equipment I will have been without internet for 3 weeks by the time it gets here.

  Business Response

  Date: 07/07/2024

  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-*******-*****-52

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Purchased Starlink January 2024. Hooked it up with no issues. The service ran good for two months then we started having issues. We have no obstructions, yet we moved it- still issues. Made a claim one time before- it was resolved. Now we have had no service for almost a month and customer service only chatted via chat on ap. We are paying $120 with automatic withdrawal from account. I have done everything support has asked at least ***** times (probably more) I requested a new router and cables and either a credit or refund for 3 months and have heard nothing back. I am without any service on phone LTE no internet service as well. I have attached all pics taken that were requested by support and the conversations. I am now going on almost 30 days no internet, wifi, etc. we live in the country off the grid and this needs fixed, replaced immediately.

  Business Response

  Date: 07/07/2024

  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-*******-*****-41

• Initial Complaint

  Date:06/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  **************** is nonexistent, cannot get any help from starlink whatsoever.

  Business Response

  Date: 07/07/2024

  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:06/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  They auto close cases and refuse to provide any human interaction, simply robotic automated. They break your system and you pay to fix it and pay to get it resolved, pay to transfer the service to your main account instead of creating NEW accounts over and over when transfering hardware into your account and they will simply take your money and ghost you.Over a week of automated messages from robots. No human. They then turn off your account and prevent you from submitting more help tickets while you are paying a mostly subscription and can't turn off the monthly subscription because they turned off your account.RUN FROM THEIR CUSTOMER SUPPORT.I JUST WANT TO HAVE 1 ACCOUNT not a new account for each dish.

  Business Response

  Date: 07/07/2024

  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-*******-*****-47

• Initial Complaint

  Date:06/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.  I have acknowledged a refund to our account in the amount of $102.48.  This refund posted today, 7/8/24.  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/07/2024

  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:06/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 tried to purchase a Starlink Kit at a promotional price of $349. My bank for what ever reason denied it. I have excellent credit and more than sufficient money. My bank said they saw it as potential fraud. I contacted Starlink and originally via email I was told it was because of a wrong address- I have lived at this address for 35 years. I contacted them again to see if I could still get the promotional price- they responded no - it is your problem. Later my bank said that Starlink could put the payment throught- Starlink refused to honor the promotion or do put the payment through. I tried again today on the Starlink website and again with a different bank - this time the comment said to contact your bank. This account also has more than sufficient payment. I suspect fraud- bait and deny at the Starlink site. Today they are running another promotion this time for $499.

  Business Response

  Date: 06/22/2024

  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:06/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have had ******** for approximately 2 1/2 weeks, it was working fine until an update was done overnight - May 30, 2024, that was the last time we have had access. There is no tech support other than a chat which takes 3-4 days to get a response, if you put the complaint in multiple times you will see tech support closing those tickets but NEVER responding to the issue. We have been lied to by tech support. A new cable was sent with the issue being the same, the satellite will not connect to the network. We have been told to power on the satellite - which can not be done when there is no connection. Tech support has ignored the screen shot uploads and the information contained in them. They will text during the middle of the night demanding pics of the setup - which is not possible at that time. There is no help desk, there is no knowledgeable tech support. This seems to be a scam. As to the responses ******** is giving on the *** complaints that they have resolved the issues for customers, more lies.

  Business Response

  Date: 06/07/2024

  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-*******-*****-52

• Initial Complaint

  Date:06/05/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  website no work. ZERO CONTACT INFO

  Business Response

  Date: 06/06/2024

  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:06/03/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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: 21793024
  
  I am rejecting this response because:
  As explained in my complaint when you go through the troubleshooting process and get to the end where it should be making a ticket or talking to someone it says there was a problem try again later. That's all it does that's all it ever does That's all it ever did. It's BS! And apparently you didn't bother reading my complaint. 

  I've already canceled the service and took the satellite off my roof. Put it in a box taped it up and it's ready to get shipped via FedEx. 

  It's a little late now to troubleshoot the service. Funny how I have to file a complaint here and cancel my service in order to actually talk to someone. 

  I put up with this for 2 months trying to go through your chat robot, do all the troubleshooting, get to the end and it says "there was a problem try again later."!!!!!

  I'm sending your equipment back tomorrow. I want refunded for the equipment and the last 2 months. It's not my problem your support service doesn't work and you don't provide a means of actually speaking to anyone. 

  I have cameras all around my horse boarding facility along with Wi-Fi stereo to keep the several dozen horses content while in their stalls. I don't have time For an internet provider that can't provide support service when it's needed.

  ***************************: MLW Stables/Double Rainbow Farm. 

  instead of creating a ticket or letting me talk to a person. Also I've worked for **** for almost two decades when I lived in ****. I also worked on FiOS for a few years. I know what I'm doing with computers. I'm not some stupid farmer, and there's no issue with my many devices. You can sit and watch the app and see the satellite go on and offline over and over and over.... So I canceled service and I want a full refund of the equipment which I will return and the last couple months of service ($927.94 total) and I want a prepaid shipping label emailed to me that I can use to sent this junk back. I'm done s******* around with this overpriced junk & awful service.

  Business Response

  Date: 06/06/2024

  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).