topic Upgrade Program in Samsung Shop

Upgrade Program

manny12 — Mon, 28 Mar 2022 13:00:40 GMT

So i sent my device back on the upgrade program. Usually i get an email saying my order is now complete. However this time i got nothing. So i rang the place it goes to and they said they processed it on the 9th of march. Now klarna are taking money for both devices. Rang Samsung and they have not got a clue keep telling me to provide evidence that i sent it back. But the people here in the UK that do the the upgrade say it's all on their system and Samsungs that it's all done. Avoid the upgrade program because if it goes wrong no one can sort it out it seems. Total joke customer service

Re: Upgrade Program

ToBeOrNotToBe — Mon, 28 Mar 2022 12:37:27 GMT

Hi I have a long thread on this. I have the same issue and it looks like Samsung are using the same delaying tactics they have tried to use with me. In your case they owe you money back as they've taken money for goods they are in possession of and failed to discharge. Any other business and this would be a possible scam, although this still maybe the case.

There are a few posts on this same issue unfortunately and Samsung are doing nothing to help their customers.

Re: Re: Upgrade Program

manny12 — Mon, 28 Mar 2022 12:46:50 GMT

100%. Basically ripping people off by charging them for something they now have. Hopefully they can sort it out. Their customer service here in the UK goes to the Philippines and they don't even know what the upgrade scheme is. Its a total disgrace

Re: Upgrade Program

JackRego — Mon, 28 Mar 2022 18:14:47 GMT

I am considering legal action against samsung in respect of the upgrade programme and charging consumers who have sent the old device back. Anyone else want to join me?

Re: Re: Upgrade Program

manny12 — Mon, 28 Mar 2022 18:33:17 GMT

I have been on to klarna today. Told them what has happened and how the upgrade place said they processed my s21 on the 9th of march yet Samsung claim they have not had anything from me.
Klarna have paused my payments until they investigate. The whole system is a joke no one knows what they are doing. Are you from the UK because if they don't sort it out I will definitely happily join any legal action because they seem to be ripping people off left right and centre

Re: Re: Re: Upgrade Program

JackRego — Mon, 28 Mar 2022 18:36:49 GMT

Yes uk

Re: Re: Re: Re: Upgrade Program

manny12 — Mon, 28 Mar 2022 18:41:44 GMT

Well, i shall keep in touch and yes, if this is not resolved soon. I will certainly being going down the legal route.

Re: Re: Upgrade Program

manny12 — Tue, 29 Mar 2022 20:32:41 GMT

I got an email today from the upgrade team here in the UK. They confirmed they received and processed my order. So basically it's samsung that have messed up and are trying to make me pay for something they actually have and not me!! Couldn't make this up if you tried!!

Re: Re: Re: Upgrade Program

ToBeOrNotToBe — Tue, 29 Mar 2022 21:04:53 GMT

The fact this is Samsung community forum and nobody senior has reached out to anyone just highlights to total contemp they have for their customers.

Re: Re: Re: Re: Upgrade Program

manny12 — Tue, 29 Mar 2022 21:10:01 GMT

Total disgrace. Especially as there are many posts like this. As you said it shows what they think of loyal customers that buy their latest devices every year.

Re: Upgrade Program

Members_JJ5y018 — Wed, 30 Mar 2022 09:52:37 GMT

Same issue. Sent my S21 Ultra back a few weeks ago recieved the Email to say order complete and Klarna would receieve the money in 10 working days to pay off my old device, however Samsung havent sent the money and im now paying for a device i no longer have. customer support is terrible and havent got a clue whats going on. If you guys are considering legal action I would consider joining you.

Re: Re: Upgrade Program

manny12 — Wed, 30 Mar 2022 10:19:08 GMT

The whole process is just terrible. Speak to klarna if you haven't already and ask them to put your payments on hold as you have clearly fulfilled your part of the contract. The customer services in the Philippines are truly shocking. Samsung should have a UK customer service center.
Keep in touch on here if it doesn't get solved. We may all have to go down the legal route!!

Re: Upgrade Program

Mcnalk — Wed, 30 Mar 2022 16:11:30 GMT

I'm in a very similar position having had email confirmation on 7th March that the return was complete and Samsung would pay off the balance with Klarna within 10 days. Needless to say this never happened. I've now been charged two further monthly installments for the old phone as well as paying for the S22. Klarna have been helpful, pausing the plan again and promising to work with Samsung to resolve. But Samsung have been atrocious. Even when they finally agreed to open a ticket and get the local team to get back to.me within 48 hours - well, 5 days and I'm still waiting.

Re: Upgrade Program

manny12 — Wed, 30 Mar 2022 21:22:08 GMT

I think a lot of us are in the same boat. The customer service is appalling. As others have said, the very fact that this is samsung a members site yet no one is even bothering to read this and trying to resolve it shows what they think about their customers.
There is a post in this that says we may have to go down the legal road and certainly pressure klarna as they are charging people for goods they no longer have.

Re: Upgrade Program

manny12 — Thu, 31 Mar 2022 13:50:55 GMT

Update!! Just got an email from klarna saying that your device has been returned and any future payments have been cancelled!! Should never have been this complicated

Re: Upgrade Program

Chrissie78 — Sun, 03 Apr 2022 16:03:33 GMT

Klarna did the same for me, but when I asked about a refund for the overpayment , they said I needed to contact Samsung and tell them to send refund Klarna for the overpayment, so that Klarna could refund me. It's ridiculous 😒