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Original topic:

S20 Upgrade Lounge Issues

(Topic created on: 12/02/20 09:42)
Michaelolah
Apprentice
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Galaxy S20 Series

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?

913 REPLIES 913
sammyh25
Navigator
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Galaxy S20 Series

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.

Santa1701
Apprentice
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Galaxy S20 Series

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. 

sammyh25
Navigator
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Galaxy S20 Series

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!!!

Santa1701
Apprentice
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Galaxy S20 Series

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. 

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Lochaos
Navigator
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Galaxy S20 Series

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.

philip7
Apprentice
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Galaxy S20 Series

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

 

pretty shoddy service Samsung what are you playing at?!

randomcake
First Poster
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Galaxy S20 Series

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!

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MikeR33
Apprentice
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Galaxy S20 Series

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.

philip7
Apprentice
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Galaxy S20 Series

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

Domwright88
Apprentice
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Galaxy S20 Series
Also the stock alert button dosn't work. Takes you to a deadweb page. Terrible website.
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AdamCollins
Navigator
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Galaxy S20 Series

Its saying the grey ultra is in stock on site so I go through whole process and get to the end and it says error, out of stock. Got a new pending deposit on my bank tho 👍 good job.

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BHanton
Explorer
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Galaxy S20 Series
Why not just wait until they can confirm the issues are resolved, everyone on this forum is aware of major issues so it's asking for trouble to try and order the phone

Wait until Samsung can sort their website and now data breach out. Samsung is notorious for problems like this around it's flagship releases as I had no ened of trouble last year to. Next yea I'll be waiting before putting the order in for next year's mess up to be resolved.

To the mods here can we get clarification as to why Samsung have not stopped orders on the upgrade program while they have knows issues to stop thus effecting more and more people? Seems theregister.Com is now on the case and aware of issues so perhaps Samsung will give an official statement now?
AdamCollins
Navigator
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Galaxy S20 Series

@BHanton  the problem is fixed according to samsung. The called me and told me its safe to reorder, I'm just trying to catch the ultra in stock now.

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NathOnline
Apprentice
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Galaxy S20 Series
@AdamCollins
No there not I cant even choose my phone still.
I can get through putting my agreement number in. Then when I try choose galaxy phone it scrolls to the bottom of the screen with no info
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AdamCollins
Navigator
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Galaxy S20 Series

@NathOnline  is that using the edge browser on your phone?

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NathOnline
Apprentice
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Galaxy S20 Series
It wasnt. But just tried that and does the exact same thing. May have to try with my ancient laptop.
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Soh123
Back for More
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Galaxy S20 Series

I dont think it is available. It keeps saying in stock then out of stock

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AdamCollins
Navigator
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Galaxy S20 Series

@Soh123  it's like they get 1 or 2 in stock at a time, I guess I'll just wait til a few days before the PREORDER is up and see if they have some... or go with the s20+

Soh123
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Galaxy S20 Series
Give it till Tuesday, It was just available and took me to credit agreement screen and booted me out!
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yamyam67
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Galaxy S20 Series

As @BHanton stated it might be better to wait until all the hassle of pre-ordering has died down i bet the ordering process will be easier.

if your not really not bothered the free ear buds i dont think its worth the hassle until everyting is sorted, 

 

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