Russell

An amazing customer service story. In October 2022, I purchased my first @Starlink dish. A standard unit with the actuators. Then in March 2024, I purchased a Flat High Performance kit from @SpaceX. The High Performance kit started feeling inconsistent and recently I ran lots of tests by myself and also with the SpaceX team. The technical support team agreed that something wasn't right and they offered me a replacement antenna, although my warranty expired 7 months ago. I was camping in Montana and Wyoming as we were discussing and testing the issues. Since I didn't know when I would be back home, the antenna was sent to a friend's house in Florida. Thank you @Filasophical! To our surprise, they didn't just replace the original antenna. They replaced it with a full Gen 3 kit. Except the new kit does not include the router. Only the power supply and necessary cables to connect it to a router. Once I got home yeterday, after unloading the truck, I replaced the old dish with the new one and connected a really old router to the dish, that I had around since at least 2016. It worked. I confirmed the new system was working, but as I was wrapping up the support ticket, I asked one more question before heading out to get a modern WiFi router. "Is there any chance that since this was sent to me to solve the speed issues I was having, but my original HP dish included a router, that I can get the router compatible for it as well? I just tested it with a really old wifi router I have, but I am going to now need to purchase a third party router because otherwise the replacement is incomplete." This was the response I received: "Hi Rafael, Yes. We are sending the Router 3 that is compatible with your Performance (Gen 3) High Performance dish, at no charge. You do not need to buy a third-party router for this replacement. I also added an extra mesh node as a gift, so the replacement feels complete and you have solid coverage once everything arrives. You will get shipping confirmation and tracking as each item ships. Your current service will keep working in the meantime. Your new dish stays on your existing Roam – Unlimited service line. This does not start a second plan and does not change your current rate. Your earlier test of 228 Mbps download, 29 Mbps upload, and 19 ms latency is within the expected range. Upload near 30 Mbps is normal, including on a High Performance antenna, and speeds can still vary by time and location. Please reply once the router and mesh arrive and you have had a chance to test them. I will keep this ticket open until you confirm everything is working the way you need. If you would like another call, just tell me a good time. Otherwise, there is no need to stay by the phone. Thank you for your patience. I am glad we can keep supporting you through this. Starlink Customer Support" This is a small example of how SpaceX is not just making great products, but also providing fanatical support. They know I can't be a happy customer if I don't have the equipment. They risk nothing to keep your business, and that is how they are taking over every industry they are touching right now. Thank you SpaceX p.s. If you need to get a Starlink (mini, regular, High Performance, etc.) feel free to use my referral link to get a significant perk, like $100 or apply that to the monthly service fees. Copy-paste this link: starlink.com?referral=RC-264…