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?

[Grzegorz79]

Same problem I have and they dont know what to do now I waiting for refund   second deposit 

When I see new agreement I can't sign at all 

I'm happy I'm not alone with this problem 

[T0ny]

It would be nice if there was some form of public acknowledgement, or initial apology, regarding this issue. Do Samsung have a UK/European Customer Service champion/manager? 

[Grzegorz79]

Every time when I ask about this problem they tell me we dont have any problem on site , if I ask klarna about this they say we know this problem on Samsung site 

So what next if someone have only till to February upgrade 

[AdamCollins]

I spoke to Klarna live chat and they forwarded me to the specialists working with samsung and said they should respond within 2 days.

[Oriorin]

Like everyone else had issues from Tuesday night, 2 x 120 deposit taken, couldn't get past the "I sign this agreement " page, web page crashing etc. Checked bank this morning, deposits returned to account, so good, funnily enough though,  no credit searches evident??

Good news though, saw a post earlier about using different browsers, specifically Edge. So downloaded edge for android and "bingo", straight through, no issues, order confirmed for 10th March. AT LAST

Worth a try with Windows Edge

[BazSum]

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@Oriorin wrote:

Like everyone else had issues from Tuesday night, 2 x 120 deposit taken, couldn't get past the "I sign this agreement " page, web page crashing etc. Checked bank this morning, deposits returned to account, so good, funnily enough though,  no credit searches evident??

Good news though, saw a post earlier about using different browsers, specifically Edge. So downloaded edge for android and "bingo", straight through, no issues, order confirmed for 10th March. AT LAST

Worth a try with Windows Edge

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I just done it also with Edge on my S10+ and managed to place my order, instantly got an email from Samsung with a conformation and order number! 

Definitely worth a try using Edge!

Thanks for the tip @Oriorin 👍👍

[Badger1974]

Same here....the 4th attempt said I'd failed....well done Klarna and Samsung....you suck....

[alanp3uk]

Just received email from klarna that they have issued a fix for the deposit payment without orders going through and the deposits will be in my bank in a couple days 

[Badger1974]

Thanks Samsung and Klarna...you've managed to take 4 x my deposit for the S20 5G ultra....so that means 4 times order and now a big red mark on my credit file.. ...get your house in order....2 years on the bounce .....never again. 

[SteveJWard]

Just received this. Think it applies to all of us that were unable to digitally sign the agreement at the end of the process.

Clearly then no contract or agreement to follow if ALL pending deposits are being returned. 

It does then raise the question over what they want to do over the multiple successfuk credit searches that yielded no agreements... 

[Daisenberg]

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@SteveJWard wrote:

Just received this. Think it applies to all of us that were unable to digitally sign the agreement at the end of the process.

Clearly then no contract or agreement to follow if ALL pending deposits are being returned. 

It does then raise the question over what they want to do over the multiple successfuk credit searches that yielded no agreements... 

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Exactly.  We have been hard searched with nothing to show for it.  Potentially damaging your creditworthiness.  I have the Search Reference showing under the details of the search on Credit Karman; surely our information has been stored within their back-end systems?  If so, I am inclined to demand that they explain why they can't use this information to process the order (rather than going through the online process again and being hard searched again).  Or, if they have lost our personal information, this would be a breach according to GDPR:

https://ico.org.uk/for-organisations/guide-to-data-protection/guide-to-the-general-data-protection-r...

What is a personal data breach?

A personal data breach means a breach of security leading to the accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to, personal data. This includes breaches that are the result of both accidental and deliberate causes. It also means that a breach is more than just about losing personal data.

Example

Personal data breaches can include:

• access by an unauthorised third party;
• deliberate or accidental action (or inaction) by a controller or processor;
• sending personal data to an incorrect recipient;
• computing devices containing personal data being lost or stolen; 
• alteration of personal data without permission; and
• loss of availability of personal data.

[R12wan]

I have to deposits taken from my account apparently it should be refunded in a few days

[Lochaos]

What have people done with multiple emails from klarna regarding the direct debit being set up, I've had a confirmation of a direct debit yet didn't get to pay my deposit so my order didn'tgo through, if I was to try to order again that would generate another confirmation of direct debit setup wouldn't it, I really want this phone but I'm so annoyed at samsung that I don't know if I can trust the brand any more.

[Oriorin]

Like yourself I got confirmation of DD set up, but my order did not go through. When I finally got my order placed I did not receive a DD confirmation, so I'm assuming rightly or wrongly that they are using the first DD from the failed order.

[steve0]

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@Oriorin wrote:
Like yourself I got confirmation of DD set up, but my order did not go through. When I finally got my order placed I did not receive a DD confirmation, so I'm assuming rightly or wrongly that they are using the first DD from the failed order.

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Keep your fingers crossed.

I am going to hold  for bit , I have already had one hard search on my first failed attempt . I don't know if the second failed attempt resulted in another hard search on my credit file, the klarna call representive reckon it may  have only resulted in a soft search. But I will wait see if I get email from credit karma, (the credit agency). I want to be sure that the next attempt at applying for the upgrade is successful

[Dr_ic2]

Second deposit taken this morning and now showing as a debit on my account, all i have is the DD setup confirmation and payment schedule but still NO order confirmation from Samsung, so it looks like i will be paying for a phone it looks like i have no idea if i am getting or not.....you could not make this up.....

[Grzegorz79]

I hope they give back my first deposit because I use twice a day and second time I use Microsoft edge and was transaction done 

This browser is best ?

[DL11]

Their *****

[Feroz007]

Hi I have same problem no phone and my deposit l don't know what do there any UK phone number please let me know thanks

[Cryptoeman]

I'm having the same issue, I've been through the form twice, paid £119.90 twice, got 2 direct debits set up with klarna now but order not showing on samsung website, I've spoke to 4 different advisors on the phone at samsung, spoke to online chat 4 times and Twitter and all of them saying "nothing we can do" now I'm down money and no phone coming 

Did you get this resolved? I'm going round in circles being told by every advisor there is nothing they can do to help 

[Shemmy]

Same issue here.
Couldnt accept the Klarna T&C as it was greyed out even though scrolled to the bottom of the screen.
They have taken the deposit and set up the direct debit, but they now reject my application.
On speaking to Klarna and getting passed around 3 different phone numbers, they dont seem to find any records of the transaction.
Its an absolute joke at the moment.