topic Upgrade Programme Something went wrong Error Message in Samsung Shop

Upgrade Programme Something went wrong Error Message

AndrewD94 — Mon, 16 Aug 2021 08:54:06 GMT

I am currently eligible to upgrade my Samsung Note 20 Ultra 5G via the Samsung Upgrade Programme. I am able to choose either of the models and storage sizes. It then takes me to the basket and adds the Starter Kit for Free. However, when I try and add either the 1 Year FREE or 2 Year PAID Samsung Care+ it keeps saying "Something went wrong". This has been happening for the past 4 days. I have tried various web browsers, data connections (WiFi and Cellular), on my phone, PC and MacBook and still the same issue. Is anyone else having this issue? Or knows how to fix it?

Re: Upgrade Programme Something went wrong Error Message

Luez — Sun, 15 Aug 2021 16:30:02 GMT

Same happens to me when I try to pay for the fold I get something went wrong. Won't let me pay and I'm using the same card to pay as I did last year for my note 20 ultra.

Re: Upgrade Programme Something went wrong Error Message

Autobeat — Sun, 15 Aug 2021 21:00:43 GMT

I've had the same issue and spoken to support. The issue here is that current upgrade program members cannot get the free 1 year care+. It is only available to new upgrade program customers.
Not sure why you can't add the 2 year though. I haven't tried, but won't be upgrading based on the lack of free care+

Re: Upgrade Programme Something went wrong Error Message

T3LF — Sun, 15 Aug 2021 21:28:29 GMT

I have spoken to support 3 times since Wednesday, because you can not process the order either. Samsung upgrade customers are eligible for the free 1 year it clearly says my upgrade email. There is a known issue with the Samsung upgrade customers which they are trying to fix.

Re: Re: Upgrade Programme Something went wrong Error Message

Autobeat — Sun, 15 Aug 2021 21:34:15 GMT

That's good to know, maybe some hope yet...
I was first told that no upgrade programs were eligible....then when I pointed out that I could add it as a new program customer, I was then told only current upgrade program customers weren't eligible 😒
It's not something I can find in my upgrade email though

Re: Re: Re: Upgrade Programme Something went wrong Error Message

T3LF — Sun, 15 Aug 2021 22:52:21 GMT

Even if they get it fixed I'm not sure if I want to go through with it they will really need to sweateen the deal. I'm very disappointed with the customer service the past few days. I don't get myself much throughout the year and normally this is the one big thing I get and Samsung has killed the whole experience for me.

Re: Upgrade Programme Something went wrong Error Message

Bri79 — Mon, 16 Aug 2021 08:38:38 GMT

I get the same and have varying responses from Samsung support - upgrade program is not eligible, there's a bug, it'll take 12-24 hours to resolve (said last thursday), and apparently I'm added to an email list and will be notified once this is resolved.

Re: Upgrade Programme Something went wrong Error Message

Autobeat — Mon, 16 Aug 2021 08:51:31 GMT

I have just come off a chat session again. Here is the latest response....

Re: Upgrade Programme Something went wrong Error Message

AndrewD94 — Mon, 16 Aug 2021 08:57:36 GMT

Let us hope that this issue is resolved within that time frame, I don't want to miss out on the Pre-Order.

Re: Upgrade Programme Something went wrong Error Message

AndrewD94 — Mon, 16 Aug 2021 08:59:09 GMT

I was supposedly added to this email as well. I did reply to the initial email with my ticket number asking for an ETA on resolution or next update, but yet to hear back, which is disappointing. Not giving a great impression when it comes to customer support.

Re: Re: Upgrade Programme Something went wrong Error Message

T3LF — Mon, 16 Aug 2021 10:29:09 GMT

I was given that message Thursday and then Saturday morning. 24-48 hours for the system to update to be fixed.

Re: Upgrade Programme Something went wrong Error Message

T3LF — Mon, 16 Aug 2021 11:35:06 GMT

I just rang them again because they told me it would be fixed on Monday and to wait 24hours when I rang Saturday morning. Again wait 24-48 hours this person did not know if it was a known issue and I had the same poor experience as usual.

The interesting bit is she said if you can register your Samsung care plus for free on the Samsung care plus website after the phone has been bought. I did say it needs to be added to basket but she seems to think we will still get it for free. I'm not willing to risk it without any official confirmation rather then over the phone.

Re: Re: Upgrade Programme Something went wrong Error Message

Autobeat — Mon, 16 Aug 2021 11:46:36 GMT

I've just had another lengthy chat session. They have said the same thing about Care+ (doesn't need to be in basket, you can just claim it afterwards).
I've got the chat transcript so I've decided to go ahead and order

Re: Re: Re: Upgrade Programme Something went wrong Error Message

T3LF — Mon, 16 Aug 2021 11:50:40 GMT

Interesting maybe that is the fix. I can't get my note to add to basket now on the trade in original my note 20 was showing on the order with the fold and the free starter pack and now the phone doesn't add.

Re: Re: Re: Re: Upgrade Programme Something went wrong Error Message

Autobeat — Mon, 16 Aug 2021 11:54:46 GMT

Mine never showed in the basket after declaring condition etc

Re: Upgrade Programme Something went wrong Error Message

AndrewD94 — Mon, 16 Aug 2021 11:57:55 GMT

Went to try and not add the Samsung Care+ to see if it would let me proceed. Now it is giving me the following error - "We’re currently experiencing technical difficulties. Please try again later.". This has not been a very smooth pre-order for this device.

Re: Re: Re: Re: Re: Upgrade Programme Something went wrong Error Message

T3LF — Mon, 16 Aug 2021 12:06:57 GMT

So was it confirmed as an exchange for your note 20? Normally it should add your old phone to basket as trade in, it has been for me the last few days. And have you managed to process the order?

Re: Re: Re: Re: Re: Upgrade Programme Something went wrong Error Message

AndrewD94 — Mon, 16 Aug 2021 12:11:04 GMT

I am doing an upgrade via the Samsung Upgrade Programme so it is asking about the condition of my current device that I will be returning. I think I resolved it as it was showing 2 items in my Cart. So removed that and it allowed me to do the check. Just away to talk to Live Chat and see about the "adding it later", but I see that it will cost me £109 to add it for 1 year afterwards when it was showing as FREE on the Upgrade Website.

Re: Re: Re: Re: Re: Re: Upgrade Programme Something went wrong Error Message

T3LF — Mon, 16 Aug 2021 12:21:17 GMT

Yes when you do the 5 tick boxes for the condition your old phone comes up in the basket as to send back for the Samsung upgrade program. It was adding for me the last few days but today It wont add and as usual the care plus won't.

That's what I'm worried about Is ordering the phone and it not allowing to sign up for the care plus for free after and having to pay.

Re: Re: Re: Re: Re: Re: Upgrade Programme Something went wrong Error Message

Autobeat — Mon, 16 Aug 2021 12:37:54 GMT

No, but even looking at my previous confirmation emails, my previous device to be returned isn't on them.