Customer Service With Starlink

November 14, 2024  

One morning at San Juanico we powered on our Starlink and checked the weather, and the forecast for a week ahead was for NW winds up to 47 knots.  That day we gave some thought as to where would be a good place to be for that strong blow, but when we went to check the forecast again that evening, our Starlink dish no longer worked.  We made the decision to move, two days later, into an area that had cell service so that we could contact Starlink to address our issue, and more importantly, so that we would be able to keep an eye on the forecasted strong winds. 
We moved further south to the anchorage of Isla Coronados, near Loreto.  On our sail southwards we had a pod of dolphins come and swim with us. 
They stayed close to the boat for over half an hour, and we got to see them swimming through the swells behind us, jumping beside us, and porpoising in front of us.  It was fun to see them so active around us, and Falcon had fun watching them as well. 
That evening I started a support ticket with Starlink, expecting it to take two days to hear back from them.  Within an hour someone had emailed me back, and over the next three hours we corresponded back and forth about the issue.  They had us power on our unit and after about a half an hour with our dish powered on they came back saying that it appeared that our dish was unable to make contact and that they would be sending us a new setup.  They knew that this was a travelling setup, so they asked where we would like it to be sent to, they issued us a return-shipping label for the old unit, and the issue was resolved before bedtime.  We were very impressed.  Our new system was going to be mailed to La Paz.

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