SpaceX admits to falling behind in Starlink customer support

  • SpaceX has issued an apology to some customers for falling behind in Starlink customer support.
  • Elon Musk’s company said there could be an “unusual delay” but someone would respond “eventually”.
  • A Starlink customer told Insider that customer support was disappointing.

Elon Musk’s SpaceX has apologized to some customers for its lack of customer support with Starlink as it expands the internet via satellite.

The Starlink team said in a post, posted to Reddit by a customer called Robert Smith, that they had “fallen behind our normal response time” and “this is not the level of support we are aiming for. provide “.

The company said it was making improvements to its service, including hiring more people for its support team, according to the message captured. Starlink added that there may be an “unusual delay” before they respond to customers and a team member responds “eventually”.

Washington-based Smith told Insider the company’s post was a response to a message he sent on April 17 regarding slow internet speeds and latencies.

Since ordering Starlink in May 2021, Smith said he’s found the internet service “awesome” but hasn’t been impressed with customer support.

“Unfortunately, our service has suffered over the past three weeks and slow support response times,” Smith said. “It was life changing, just a little disappointing that they let customer service slip so badly.”

A Reddit user commented on Smith’s post, saying he also submitted a request to Starlink on April 17, got the same response as Smith, and is still waiting for the company to respond to them.

Another Reddit user was told the company was sending customers “some kind of communication.”

Starlink’s lack of customer service is a common complaint, according to customers who spoke to Insider.

Starlink customers have already told Insider about the frustrations they’ve encountered with customer service. Two people, who were annoyed after Starlink’s price hike, said they had trouble getting their $100 deposits back for kits they didn’t receive.

How has SpaceX’s Starlink changed your daily life? Contact this reporter via email [email protected] or Twitter DM.

Joseph P. Harris