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S20 Upgrade Lounge Issues


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?

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Hi all,


Just a post to say that we're aware of this, have flagged it to the relevant people, and are awaiting further advice on it. Appreciate the impact it's had on you guys 😞 , and so hoping it gets fully sorted as fast as possible for you all. Any further news we have, we'll definitely share it.

I asked them again this morning about my order since they haven't given the call back they said they were going to, and apparently there is no record of any order still, but they also still have my deposit.


The samsung shop support told me to try and process the order again but at this point I'm very apprehensive, I'm fairly certain based on all these problems with credit checking, and how many Klarna has done thanks to this ***** website I'm just going to get declined and my credit score reduced.


I honestly can't even believe how horrendously this is being handled. Messing your credit score has a lot of knock on effects so I'm not super keen to possibly damage it for the sake of a phone that realistically I shouldn't even be having this problem I'm already on the ***** upgrade programme. Very frustrating. Samsungs silence just compounds the frustration.

@AntS Thanks for the update, however my greatest concern now is not the S20 but the damage that Samsung/Klarna have done to my credit rating with the multiple hard & soft credit searches that everyone is starting to see on their credit files.  I think there now needs to be some Corporate Response from Samsung and Klarna as to how this damage is going to be rectified on an individual basis.


I have a really good credit rating and would need to consider my position legally should I find out this has been badly affected by a fault, or shortcomings, with Samung's/Klarna's website or systems.


It took about 4 hours for me to receive confirmation of my order from Samsung. Undoubtedly it will arrive for you but just bare in mind they are probably dealing with 1000's of orders along with all the complaints and technical issues that have fallen upon them



I have to echo @sammyh25 comments on damaging our credit reports.  I want to continue my upgrade programe membership but if the credit report has been damaged under no fault but Klarna will I get accepted still

thats me done with the upgrade programme!.


remaining 12 months paid off and trade in now going via a different phone provider.


poor customer service Samsung it really isnt good enough, i wont be back!

So will Samsung be doing anything to rectify the damage this has caused people's credit reports? Both Samsung and Klarna need to be held accountable for this huge mess and the fact little has been done yet is unacceptable 

I have been on a chat with Klarna this morning having been asked to reach out to them directly on Twitter last night. The one comment of note was as follows:

"We are currently aware that Samsung are experiencing a technical issue affecting the Samsung Upgrade Program. We are at this very moment working with them to fix this and can assure you that the issue will be resolved as quickly as possible"

My complaint has now been escalated to a "specialist" team and I should hear back in 2-3 business days. So whilst the time scale is still unacceptable, at least its more acknowledgement that the problem IS being dealt with. So all of you in the same position (3 deposits pending, multiple credit searches and no confirmed order), just hold your nerve for now and lets see if Samsung and Klarna can step up to the task and make things right for us all... 


The problem is not necessarily now just about getting an upgrade its also the detrimental effects of having 3 or more hard searches on you credit report. Even if they manage to sort out getting people upgraded they can't remove a search on your credit report 


Ahh, that's good to know. I'll give it until the start of next week before I start getting concerned 😆

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