S20 Upgrade Lounge Issues

[Michaelolah]

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?

[AntS]

Hi all,

Quick update of my own. Latest info I’ve got on this is that the initial issue has been resolved. There was also mention of an email/SMS push to affected customers in our meeting. I’ve asked for something a bit more official in terms of a statement that better addresses your concerns, though.

[sammyh25]

@AntS Have certainly had the SMS messages, last one yesterday promising a resolution by today.  So far that's all I've seen, no Samsung Order confirmation or any sign of an order on my Samsung account, so far. 

[Dr_ic2]

Same here, still being told by Samsung there is no order against my name, even though Klana has sent me my paperwork, most dissapointed with the whole process. Spent far to much of my time sorting out other peoples issues...

[R12wan]

Sooo Annoyed. 

I have now been told they can not find my order. I keep getting told different things with Samsung Oh we will sort this issue out give us 24 hours.

I have my direct debit mandate and Kalna reference yet no one can find my order... I can Even still see my deposit payment is still pending on my Online Banking. 

A manager was meant to call me back today at 10am yet no one called me. 

[T0ny]

Same issues as others on here today. Greyed out button on Klarna agreement. Couldn't scroll any lower to make the button operable. Processed the whole thing again. One Direct Debit set up by Klarna, two identical credit card deposits being debited from my card. No agreement registered with Samsung. Samsung person told me to clear the cache on my phone. Klarna person said no record of any agreement with them although I've been paying them a direct debit for 12 months. Finally (having initially been cut off and then placed in a 23 call queue) got through to the area in Klarna that is at least aware of the issue and I'm now waiting to hear how it can be resolved. If it helps any one the direct Klarna number to use is 02030 050833. Last years upgrade process was poor, it took weeks to prove I was eligible for the free earbuds, this years is worse still.

[AdamCollins]

What number did you call?

[R12wan]

  0330 726 7467 

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@AdamCollins wrote:

What number did you call?

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[AdamCollins]

Just rang the number above and she told me that my order has not gone through even tho I have a reference and payment plan from Klarna. She said they should cancel and refund the payment within 7 days and I should go on the site and order again...

[sammyh25]

Just had an email come through with the Samsung Order number now.  If you have a valid Klarna credit agreement but no Samsung Order, keep checking your emails, progress is being made.

[AdamCollins]

When did you make your order?

[sammyh25]

@AdamCollins On the night of the launch, around 9pm!!! 

I did manage to e-sign the Klarna agreement, pay the deposit and quickly afterwards I received the finance agreement and direct debit instructions, was just missing the important part, the Samsung Order confirmation.

[AdamCollins]

I have all that stuff apart from the samsung confirmation myself but the woman on the phone just said I have not made an order

[sammyh25]

@AdamCollins  Have you been getting SMS messages from Samsung to say they are investigating and it would be sorted by the end of today?  If so it looks as though they are manually putting through the orders, my S20 order is timed as being made at 13:20 today. I assume they are trying to match up valid and live Klarna agreements with missing orders in the Samsung system.

[AdamCollins]

I've not had any texts or emails from Samsung no

[SeanG79]

On a separate note if you dont choose the upgrade programme, settle your current agreement (my settlement is £288), then Samsung will give you £350 as part exchange on the S20, but if you use exchange programme, you effectively lose £62 - I had the standard S10, difference may be more if you had a higher spec model.

[Kofi8991]

Can I ask if you ordered on a laptop/computer or on a mobile device? 

Thanks

[Oriorin]

Hi, mobile, S10+. Allowed me to get to the bottom of the pages, where Chrome & Samsung browsers had failed.

[Kofi8991]

Okay thank you, I will wait untill my second deposit is refunded and will try again on this. Thank you I much for your help.

[R12wan]

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@AdamCollins wrote:

Just rang the number above and she told me that my order has not gone through even tho I have a reference and payment plan from Klarna. She said they should cancel and refund the payment within 7 days and I should go on the site and order again...

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Hey 

I have now resolved my issue. 

So if you placed an order and you could not sign the Agreement. your order did not go through. the best thing to do is reorder and your order will be confirmed within minutes. ringing Samsung and Kalana will not help they are time wasters  

[sammyh25]

Makes sense as I did manage to sign the agreement online and had everything I should've, expect the order number from Samsung.  Only thing I'd worry about/check is if you go back through the upgrade program will Klarna do another hard search on your credit file?

[R12wan]

I was also worried about the second credit check on my name, but this can be resolved by contacting the credit reference  agency.