0:00
Starlink, which is a satellite system. It's going to transform the internet service throughout the
0:04
whole world because no matter where you live you can get good reception. I installed it and then
0:10
I got a message saying you have to activate your account. So again I tried to contact Starlink and
0:16
they said stop sending so many messages. We're going to delete these messages because you're
0:22
sending too many messages. I live in a rural setting and I was having trouble getting internet so I tried
0:32
Starlink which is a satellite system. The problem I had really was, I'll tell you it's the beginning, it took me about a month for it
0:43
to come from Los Angeles so when it came I got a notice that it had been sent and signed for by
0:50
Eleanor. I tried to contact them but they don't have any customer service so they have a messaging
0:55
system and I waited about three weeks and still no messaging, no receipts so I didn't know what to do
1:03
I contacted the people who delivered it and who said yes they delivered it and I said well you
1:09
didn't because it's not here. So they tracked it down with GPS that they had on the truck and they
1:15
realized that they had delivered it to Noel Leeming instead of to me well that's
1:22
not so good so I told them well we need to deliver to me so they delivered to me
1:26
and then I tried to contact Starlink again and the only response I got from
1:32
them is we're deleting your your request because you're making too many and then
1:39
I couldn't get I installed it and then I got a message saying you have to
1:43
activate your account. So again I tried to start contact Starlink and they said
1:48
stop sending so many messages we're going to delete these messages because
1:52
you sending too many messages So I didn know what to do so I did a work around and I cancelled my Starlink program because I realized what happened is that they sent me the wrong Starlink they sent me somebody else Starlink so I basically deleted the account I had and then
2:12
opened a new account under the new kit the new Starlink I got good reception
2:17
and then they finally got a hold of me and they said you can't do that because
2:21
that's somebody else's Starlink so you need to return the Starlink that you
2:25
already installed and it will send you a new one and I wasn't too happy about
2:31
that and then I said to them I said well look if you're asking me to pay for the
2:37
uninstallation and then the reinstallation you really need to reimburse me something for that because it's not right you know I should have to
2:45
do that and so that's not our policy we don't we don't do that so anyway I
2:53
I complained to the consumer and they began to communicate with me rather quickly
3:02
So this was a really good thing. Instead of waiting three weeks, I got responses the same day, which is really, really nice
3:12
So in the process, all of a sudden, their customer service became very good
3:19
they contacted me right away and they helped me be able to get things done and i i got
3:24
instead of having three weeks or four weeks for the package to get there i got it in three or four
3:29
days way ahead of time i didn't get paid for the installation but i did reinstall it and it works
3:38
great and uh i'm just sharing the idea that getting complaining actually is a good thing
3:44
It gets people's attention and if I hadn't complained, I probably would still be sitting here wondering what to do next
3:51
That's what I wanted to share with people. They basically explained to me that they would give me two months free service to reimburse me for the cost of having because I had been paying for this all along even though I didn get anything I was paying for
4:13
So they reimbursed me so I got the money back that I had paid for a service that I didn't have
4:18
I wasn't apologizing. They didn't do much more in terms of help, except they did
4:23
Oh, they did tell me that they linked the new account, the new kit to the account that I had reopened
4:32
So I didn't have to do anything. So when the time elapsed, which was yesterday, it continued over
4:38
So I didn't lose. Otherwise, I wouldn't be talking to you. I didn't lose service, which was good
4:45
So there was some continuity of service that way. The thing about Starlink, though, is that it is actually a big round
4:51
I mean, it's a great service. I mean, the service is terrible, but the product is good
4:57
I get really fast internet in a place in a very rural setting
5:01
I have no phone line service, no. Everything else I tried was really, really weak
5:08
and it's getting 6 to 8 megabytes per second. Now I'm getting range between 150 megabytes per second
5:14
up to 350 megabytes per second. So I'm in a really good place as far as Internet
5:22
But the main complaint I have is service. Services was just awful
5:27
I looked online, and people have made other complaints. I mean, there's other places that people have complained about Starlink service being awful
5:39
and that they apparently have put out so many Starlink kits around the world
5:44
that they didn't really prepare for the amount of support that they would need
5:49
to make sure that they were installed properly and people could ask questions if they were having trouble
5:55
So basically it was an error on the company planning that they didn prepare for that The actual service when I started getting it I mean was decent I wasn happy that they didn pay for reinstallation but it actually turned out
6:12
that I could do it quite easily it wasn't as hard as I thought yeah so it
6:17
really just a matter of plugging in the new satellite and and then plugging in
6:21
the new modem so I didn't have to reinstall the wiring the mast or
6:26
anything else so it turned out to be a really non-issue once I realized I can do it easily
6:34
My main goal is to let people know that these big companies do respond to complaining that if you
6:42
have a complaint you don't have to just sit and stew about it there's something you can do about
6:47
it and I do appreciate your service because it does bring attention to the companies that don't
6:54
want to have this air in terms of giving them bad publicity
6:59
So, I mean, that's the main thing is that people need to complain. We have a right for decent service
7:05
It's not the consumer's fault that they didn't plan ahead and get enough support people
7:13
And apologies isn't good enough. They really need to beef up their support system to cover the need
7:20
Because the thing is, is that these are all set up to be installed yourself
7:26
I mean, they're set up so the average person can put it in themselves, which is fine
7:32
except that everything doesn't always work the way it's supposed to. Like, you might not get the right kit
7:37
A lot of things might not happen. And if you don't have anybody to ask, you're kind of in a pickle
7:43
So it's really important that they provide service to people and that the people aren't
7:51
getting it, they need to let other people know through the media
7:56
And hopefully they'll get their attention and they'll do what they should be doing, which is providing more staff to answer their calls
