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S20 Upgrade Lounge Issues

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Explorer

Has anyone else been in contact with #BBCClick, if not get on the case they are very interested and post a link to this forum.

Samsung are out of contract so i believe we are within our rights to return our S10's and ask them to cancel DD and cancel the contract due to Samsung Klarna being out of contract.

You should not be out of pocket due to an upgrade, multiple credit searches will cost you more and potentially get credit resual or even worse effect future mortgage applications.

So Monday morning if we all contact Samsung to cancel our agreement and send them back their S10's and we can all get on with our lives with an Iphone or Huaweu

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Apprentice

I would like a PM please as I have an order number from Klarna but nothing from Samsung.

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Explorer
SachikoT wrote:

Hello again, Upgrade Programme Community users. 

 

This morning, I've spent some time talking with our Shop team and Klarna directly to better understand what has been happening and make sure that there is a clearer understanding from all sides.

  • They have implemented a fix on the 'Sign the Agreement' element of the page, so you can go through the complete registration process directly online. 
  • We are committed to helping you get the support you and would like to ensure that the right resolution is brought to you, rather than you having to chase it down.  To make sure that this is done, our Community Mods will be contacting you directly in PM to collect the necessary information to do get this done. 

Any users on the thread, expect a PM from our mods. Anyone new to the thread experiencing similar issues let yourself be known and we'll do our best to get you the help you need. 

 

 

^SachikoT


It would be better if you escalate it to your ceo. It needs someone with clout to sort this out

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Explorer
have received a confirmation from Klarna, but no confirmation order from Samsung?

Please contact Samsung Shop at: 0330 726 7467

I did do just that and was shcked to find out that the order was cancelled by Samsung and there was nothing that they can do as I'm no longer in the upgrade programme; my contract number and ssurname are no longer accepted!
I ask myself: what did I ever see in Samsung?
It's clear to me now that they don't give a ***** about their loyal customers, they just want a quick buck and move on and leave them in a finantial pickle!
Believe you me Samsung and Klarna, if I don't get a satisfactory solution to the problem, I will take you both to the "cleaners" as I'm sure others in the same situation will.
I'll be reasonable and give you 48 hours to contact me with a solution that works for both parts.
Explorer

@T0ny wrote:

I would like a PM please as I have an order number from Klarna but nothing from Samsung.


You and me in the same boat. I did ring Samsung only to find out that they cancelled the order but my deposit and dd are still normal on Klarna app.

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Apprentice

I'd like to be contacted also.

 

First time failed (12/02) to be able to sign the agreement & hard searches done on my credit by Klarna. Received email about DD being set up & a pending transaction on my card which was returned some 2 days later.

 

Second attempt (14/02) worked & have my Samsung order number. Klarna show the new order in the app but have not sent a copy of the credit agreement or DD mandate so no record to prove credit application signed for etc. But i'll bet i have more hard searches for credit due to the second attempt, which is not good as this reflects on my job as my financial records are reviewed for certain aspects!!!!

 

Contact Klarna who say Samsung at fault as account not active so they cannot issue credit agreement, Samsung say everything good phone Klarna. 

 

This whole issue is now farcical. Samung you contracted Klarna as the provider for credit hence they are your supplier legally contracted to you, you are my supplier so the purchase & credit options legally lie with yourself from my view hence you are responsible for sorting this not us the customer!!!!

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Explorer

@Clive7409 wrote:

I'd like to be contacted also.

 

First time failed (12/02) to be able to sign the agreement & hard searches done on my credit by Klarna. Received email about DD being set up & a pending transaction on my card which was returned some 2 days later.

 

Second attempt (14/02) worked & have my Samsung order number. Klarna show the new order in the app but have not sent a copy of the credit agreement or DD mandate so no record to prove credit application signed for etc. But i'll bet i have more hard searches for credit due to the second attempt, which is not good as this reflects on my job as my financial records are reviewed for certain aspects!!!!

 

Contact Klarna who say Samsung at fault as account not active so they cannot issue credit agreement, Samsung say everything good phone Klarna. 

 

This whole issue is now farcical. Samung you contracted Klarna as the provider for credit hence they are your supplier legally contracted to you, you are my supplier so the purchase & credit options legally lie with yourself from my view hence you are responsible for sorting this not us the customer!!!!


Experienced the same scenairo so require a PM ASAP.

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Explorer

Because my credit score is now zero through no fault of my own I can't even apply to buy another phone with another supplier!! 

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Explorer

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After days of trying to upgrade. Conversations on the phone with samsung (no help whatsoever) I still cannot upgrade. And what's better it's now out of stock. I'm so mad, wasted so much time trying to do this. Absolute joke from Samsung. Not acceptable from a company of this size in my opinion. Wont be trying any more, Samsung has lost the sale of a S20 Ultra.

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Apprentice

If anyone looking to complain to regulators about this worth looking at:

 

https://www.klarna.com/uk/business/merchant-support/is-klarna-regulated-by-a-financial-authority/

 

https://www.samsung.com/uk/smart-ways-to-shop/

 

Klarna not wholly regulated by the FCA but its Swedish counterpart so may not yield exactly what you're looking for if go to FCA, just presents more challenges 😡

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