After putting down deposits towards SpaceX's much-hyped Starlink satellite broadband service, some customers still haven't received the starter kit, with some having waited almost one year. Starlink has raised multiple concerns over the past couple of years, including reports that the increasing number of satellites in low-Earth orbit is impacting important astrophysical observations. However, the recent customer dissatisfaction reports point to a more fundamental problem.
SpaceX has launched more than 2,000 tiny communication satellites in space over the past couple of years, as part of its plan to provide low-latency broadband internet services around the world. Although the service is not currently available everywhere, the company does accept deposits from consumers in many regions, noting that those in a currently unavailable area will receive a notification when support arrives and their starter kit is ready to ship.
Some of those that have already signed-up to Starlink's broadband internet service, and paid the $100 deposit, have now registered complaints of long wait periods and an inability to contact customer service representatives. According to a report by Business Insider, some customers claim that the company has simply gone incommunicado after securing their deposits, resulting in no updates about the status of their order. They further allege that the company has not even provided them with an explanation about the delay or given an ETA on when to expect access to the service.
Complains Of Non-Existent Customer Support
The problem has only been exacerbated by the fact that there's no service contact form on the Starlink website, nor any email or phone number for customers to get in touch with the company. Instead, the company offers a generic support page with a list of frequently asked questions about the service and related issues. This has left users with no option but to wait blindly for the service or seek a refund for their deposit. Speaking of refunds, at least one customer who made the $100 deposit last year says that the company is claiming to have refunded them the money without having actually done so, according to the report.
SpaceX has previously apologized to Starlink customers for the delays, blaming chip shortages and the pandemic. The company still maintains that the connection kits are delivered on a 'first come first served' basis, which means those who have been waiting longer should expect their order to be fulfilled first, at least in their coverage area. Now that the experience of some customers is coming to light, it will be interesting to see what SpaceX does about the situation, and if the long-suffering customers at least get an update on the status of their Starlink orders.
Source: Business Insider