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Original topic:

S20 Upgrade Lounge Issues

(Topic created on: 13/02/20 16:09)
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
Keep an eye on your credit cards, my deposit has gone from pending yesterday and has actually been debited to my account this morning. Not too worried as you can always request a charge back if Klarna/Samsung can't sort things out.
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BHanton
Explorer
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Galaxy S20 Series

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 

SteveJWard
Explorer
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Galaxy S20 Series

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... 

 

BHanton
Explorer
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Galaxy S20 Series

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 

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Brad2607
Navigator
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Galaxy S20 Series

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.

alanp3uk
Apprentice
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Galaxy S20 Series

Exactly the same with me ....awaiting promised contact from samsung by end of day but 18.45 and so far nothing

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Shemmy
Explorer
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Galaxy S20 Series

I tried submitting my order again.

I got the same greyed out klarna T&C box, but I tried rotating my tablet and after a second the acceptance box worked! Go figure!!!

I have the confirmation emails now.

Just got to hope the first deposit payment doesn't progress further and it's just an initial holding figure. If it does go through raise it with the company!!!

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dswn1
Observer
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Galaxy S20 Series

I'm having problems too. I paid my deposit through to Klarna Blank and tried to sign off on the agreement form online. However the  webpage froze and I could not sign off. I waited to no avail. Having to escape out I was required to start all over again. The problem is Klarna has already taken my money so I don't want to process two payments when the first had issues. When I called Samsung. They have no record of me or any transaction history even though they have taken my money. I was told I would be called back..........Never happened. Appalling service from Samsung

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Brad2607
Navigator
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Galaxy S20 Series

Pretty much exactly what happened to me, except I did try a second time and I got declined by Klarna. 

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theroninhunter
Navigator
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Galaxy S20 Series
It's rediculous, I got my order perfectly fine with Paypal.com so Klarna is clearly at fault
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AdamCollins
Navigator
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Galaxy S20 Series

Can you do upgrade program with paypal?

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theroninhunter
Navigator
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Galaxy S20 Series
No unfortunately. I've ordered via PayPal as a backup, still hoping I can get my application with klarna approved once they solved their problem.
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Wildbeano
Observer
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Galaxy S20 Series

I had same issue, called Klarna as it appears the issue is with them and not with Samsung. They were less than helpful. Said they are aware there is an issue and that headoffice had told them to get the customer to fill in a form and it would be sent to Headoffice to investigate. 

 

I re-iterated that i am £120 down and have a DD now set up with no order being sent to samsung and all you can say is fill in a form and they will get back to me. Not good enough!

 

I am now waiting, with no view as to how long or when this will be resolved.

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Jonny1309
Explorer
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Galaxy S20 Series

Quick update, all 3 of my pending transactions of £119 have disappeared off my account this afternoon so looks like they've been cancelled. Doesn't really help me though, do I try and order again? Still no communication from klarna or samsung.

Dr_ic2
Navigator
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Galaxy S20 Series

Re you sure they just havent gone into a cleared status? When did you pay these three deposiits?

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Jonny1309
Explorer
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Galaxy S20 Series

1 from tuesday night and 2 from yesterday, were all pending this morning with available balance reduced accordingly, this afternoon they have all disappeared and my available balance has gone back up.

James4996
Observer
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Galaxy S20 Series

I'm still having the issue where after I enter my agreement number and select choose device, I am presented with just the page footer? Anyone work out why this is the case?

Cheers

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AdamCollins
Navigator
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Galaxy S20 Series

I have just checked my bank and my pending payment has also disappeared, so this is good news

Brad2607
Navigator
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Galaxy S20 Series
Klarna are still holding my £140 despite saying they have no record of me.

They are now telling me I need to wait 1-2 days for a specialist and now a second hard search has just appeared on my credit from the night of 11th/12th, so they've done at least 2.
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BHanton
Explorer
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Galaxy S20 Series

What are you using to see these searches on your report? I use clearscore but it only updates every 30 days

Would be interesting to be able to check how many hard searches klarna have done 

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Brad2607
Navigator
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Galaxy S20 Series
Credit Karma, not sure how long they will take to appear on clearscore because clearscore bases its info on equifax I believe and Klarna uses transunion which is what Credit Karma is based off.