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Customers Offer Feedback on SpaceX's Starlink Customer Service

By Laura Stotler April 05, 2021

Elon Musk has a reputation for "going big" in all his endeavors, and SpaceX's Starlink satellite internet service is no exception. But when it comes to customer service, Musk's companies have had mixed reviews. It's been reported that Tesla's biggest problem is customer service, and Starlink users have conflicting responses to SpaceX's customer service.

Starlink first launched its beta test in October, and now boasts more than 10,000 users in at least six countries. Business Insider recently queried customers about the speed and effectiveness of SpaceX's customer service and received mixed reviews.

Users reported that overall, setting up the Starlink kit was very easy. Some issues with connectivity and logistics were reported, however. For instance, customer Rayce Townsend had no problems setting up the service at his home base in Montana. When he contacted customer service to find out if the kit could be taken to Texas, he was told the service was not yet portable. Townsend said he received quick responses from the customer service team via email and said his service in Montana has been trouble-free.

Townsend's experience was echoed among other users, who generally said customer service was quick and responsive. Many said they had not had to contact customer service at all, as the Starlink service was easily set up and runs flawlessly.

Jim Glassford reported some technical issues when attempting to set up his kit in Michigan, however. He said he was not aware of the distance restriction between the satellite dish and power supply, which rendered the service unusable for him. Glassford said the nearest unobstructed location to set up the satellite was 300 feet from his house, too far away for the 100-foot cable included with the kit.

Glassford said it took customer service a week to respond to him and they did not offer a resolution. He had to cancel the Starlink service, return the kit and pay $130 to ship it back to the company.

Wisconsin customer Gary Konkol also reported technical issues and said they were resolved over several days of emailing with customer service.

For the most part, it appears customers are happy with Starlink and the customer service is on par with other companies, if not superior.

"I have not needed to contact Starlink customer service," said Tom Gooch of Montana. "Everything has run flawlessly since I started it up. Elon Musk has a reputation for doing things well and it appears that holds true with Starlink."




Edited by Maurice Nagle
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CustomerZone360 Contributing Editor

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