- SpaceX said sorry to some customers for falling behind in Starlink customer support.
- Elon Musk's company said there might be an "unusual delay" but someone will respond "eventually."
- One Starlink customer told Insider that the customer support was disappointing.
Elon Musk's SpaceX has apologized to some customers for its lack of customer support with Starlink as it's expanded the satellite internet network.
The Starlink team said in a message, posted on Reddit by a customer called Robert Smith, that it has "fallen behind in our normal response time" and "this is not the level of support we aim to provide."
The company said it's making improvements to its service, including hiring more people for its support team, per the screenshotted message. Starlink added there may be an "unusual delay" before they reply to customers and someone from the team will respond "eventually."
Smith, based in Washington, told Insider that the company's message was in reply to a message he sent on April 17 about slow internet speeds and latencies.
Since he ordered Starlink back in May 2021, Smith said he's found the internet service "great," but he hasn't been impressed with the customer support.
"Unfortunately our service suffered the past three weeks and the slow response time on support," Smith said. "It's been life-changing just a bit disappointing they let customer service slip this bad."
One Reddit user commented on Smith's post, saying they also submitted a request to Starlink on April 17, got the same reply as Smith, and are still waiting for the company to get back to them.
Another Reddit user was told that the company was sending customers "some sort of communication."
Starlink's lack of customer service is a common complaint, according to customers who have spoken to Insider.
Starlink customers previously told Insider about the frustrations they've experienced with customer service. Two people, who were annoyed after Starlink hiked prices, said they'd struggled to get their $100 deposits returned for kits they haven't received.
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