topic Re: S20 Upgrade Lounge Issues in Samsung Shop

S20 Upgrade Lounge Issues

Michaelolah — Wed, 12 Feb 2020 12:03:50 GMT

Keep trying to upgrade my s10 plus to the new S20 however everytime I get to the klarna page where it asks certain details boom the tab crashes and I complete the upgrade anyone else having the same problem?

Re: Upgrade to S20 tab crashing

sammyh25 — Wed, 12 Feb 2020 08:42:03 GMT

it's a bit of a mess.

I now have paid a deposit and successfully have a new credit agreement with Klarna for the S20 Ultra, but no Samsung order! Spent ages on the phone to Samsung last night and they can't see an order even though the credit agreement is set up.

Called Klarna this morning and they say everything is OK on their end and that the order didn't complete on Samsung's end and as such they can't do anything about it! Just going around in circles now. Do I reorder and hope it completes this time and risk having 2 credit agreements and one device, or do nothing, hope the credit agreement lapses and end up with no S20....

Every time Samsung launch a new Galaxy there are issues with the website, this time it could cost me financially.

Re: Upgrade to S20 tab crashing

Santa1701 — Wed, 12 Feb 2020 09:00:26 GMT

I had the same problem so trying to contact samsung via webchat. When doing my samsung upgrade program Klarna sent direct debit email setup and took deposit. Then it would not let me sign credit agreement. It's like stuck in Limbo now.

Re: Upgrade to S20 tab crashing

sammyh25 — Wed, 12 Feb 2020 09:05:13 GMT

If you download the Klarna App on your mobile and sign in you will see if the agreement is setup on their end. If it is use Online Chat within the Klarna app and get them to give you the merchant number for your transaction. I then called Samsung back got this info added to my open call ticket and they have escalated to support and have promised a call back by the end of today!!!

Re: Upgrade to S20 tab crashing

Santa1701 — Wed, 12 Feb 2020 09:51:01 GMT

I got through to an agent and they said try to go through the upgrade process later. It should not take a 2nd payment but if it does contact us again for a refund. I tried the Klarna app and nothing setup through that. I am on night shifts so will try later when I get to work. There is a high volume of calls so I guess a few people have had the same problem.

Re: Upgrade to S20 tab crashing

Lochaos — Wed, 12 Feb 2020 10:20:45 GMT

I keep trying to upgrade from the upgrade lounge website and I put my loan agreement number in and press choose your galaxy and the page automatically scrolls to the bottom and I have no phone choice or anything, just had to phone and email samsung, as I said to the lady on the phone, samsung is a multi billion pound company and if they don't know they have issues with their website then something is drastically wrong, especially when it's just launched the most anticipated device to come out this year.

Re: Upgrade to S20 tab crashing

philip7 — Wed, 12 Feb 2020 10:39:58 GMT

same problem here.. assume everyone is impacted and cannot upgrade.

pretty shoddy service Samsung what are you playing at?!

Re: Upgrade to S20 tab crashing

randomcake — Wed, 12 Feb 2020 11:25:40 GMT

I just managed to progress, opening the dev tools in your browser, and trying again worked for me, didn't dig into what exactly changed.

It may just have been hitting "Choose my galaxy" a few times that did it.

There area shed load of errors being generated by the website, it is not the quality of code you'd expect!

Re: Upgrade to S20 tab crashing

MikeR33 — Wed, 12 Feb 2020 12:49:21 GMT

Exactly the same here, tried on the S10+ iteself, 2 PC's on IE11, Chrome and Edge with same result. As soon as you confirm upgrade eligbility and you either click the button to view new phones or scroll down it just clears and leave the footer and is stuck.

Very poor, seems that for new customers it's fine, similar problems have occurred for the past few years every time there is a new model release and existing upgrade custromers are all delayed due to some 'technical issues' in favour of new people getting one then once the new sales slow the upgrade options start to work but we are back of the queue for the deliveries.

Re: Upgrade to S20 tab crashing

philip7 — Wed, 12 Feb 2020 13:21:59 GMT

pretty peed off that they would treat existing customers like second class citizens.

tempted not to bother see out my 12 months and use someone else like sky mobile

Re: Upgrade to S20 tab crashing

TommyTizzle — Wed, 12 Feb 2020 13:40:09 GMT

I'm having the exact same issue.... by the sounds of it I think I'll leave it a day or two and try again then when the dust has settled so to speak!

Upgrade program

Xbrucedogx — Wed, 12 Feb 2020 14:35:15 GMT

Anyone managed to get through the screens to upgrade to s20?

I put in my agreement number and name choose a phone s20 plus and answer yes to all the questions about my s10+..it then takes no account of any value for my old phone wanting me to pay full whack..

No mention of free buds or paying off my current agreement either ..

It seems the upgrade program is now akin to PCP for a car

Phoned customer services last night and they blame the website..been into local samsung centre and they know less than me

Kinda makes you wonder why bother?

Re: Upgrade to S20 tab crashing

theroninhunter — Wed, 12 Feb 2020 14:40:55 GMT

Same issue with me, as soon as I scroll down to choose the phone OR click on the button then I get the bottom part of the page only

Re: S20 Upgrade Lounge Issues

Shemmy — Wed, 12 Feb 2020 14:45:06 GMT

Same issue here.
Couldnt accept the Klarna T&C as it was greyed out even though scrolled to the bottom of the screen.
They have taken the deposit and set up the direct debit, but they now reject my application.
On speaking to Klarna and getting passed around 3 different phone numbers, they dont seem to find any records of the transaction.
Its an absolute joke at the moment.

Re: Upgrade to S20 tab crashing

philip7 — Wed, 12 Feb 2020 14:51:28 GMT

i will be buying myself out of my remaining 12 months and going elswere i think i cant be doing with this shoddy samsung service every 12 months

Re: Upgrade to S20 tab crashing

Daisenberg — Wed, 12 Feb 2020 14:55:41 GMT

Had exactly the same issue. Contacted Samsung, they said speak to the lender. Spoke to Klarna, they said speak to another company on a number: 0333 321 6080. Klarna stated they were taken over by another company recently. I can see the Hard Search on my TransUnion Credit Report so I don't want to create another search!!

Re: Upgrade to S20 tab crashing

sammyh25 — Wed, 12 Feb 2020 15:07:15 GMT

I stupidly tried it again as the website was looking fine, however application rejected by Klarna as I have too many credit searches!!!! So at least I know half of my original order has gone through, i.e. the Klarna part!!!

You couldn't make this up!!!

Re: Upgrade to S20 tab crashing

Shemmy — Wed, 12 Feb 2020 15:12:37 GMT

Sounds like you spoke to the same people...
Not sure how this will get sorted.
I have now emailed Klarna giving them my old contract details and as much as I can about what's been setup so far. But it seems to sit between Samsung and Klarna with neither of them providing much constructive help.
I may be switching to OnePlus at this rate.

Re: Upgrade to S20 tab crashing

Gh0str1der — Wed, 12 Feb 2020 15:46:18 GMT

I have had the exact same issue this morning, did you manage to resolve this? I have phoned samsung and they have informed me they can see my order.

Next thing for me is to contact Klarna

Re: Upgrade to S20 tab crashing

SteveJWard — Wed, 12 Feb 2020 16:07:45 GMT

Well I have the same issue here. Tried 3 times on 3 different devices, One lapop, one tablet and existing S10. Same everytime. Get right through to the end and am unable to sign the final document. As with eveyrone else, I have received my DD agreement and I can now see 3 pending deposit payments on my bank account. I have spoken to Samsung who say it is a fault with Klarna. Klarna say they have no record of the transaction (even though I have screenshots of the agreement and the DD email and pending Klarna payments at the bank). Overal utterly shoddy outcome, after such a glitsy unboxing presentation yesterday. It is not the kind of customer experience that you should encounter when trying to purchase £1200 of tech equipment. And the blame passing just adds insult to injury. Shame on you Samsung!!!