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Original topic:

S20 Upgrade Lounge Issues

(Topic created on: 16/02/20 21:35)
Michaelolah
Apprentice
Options
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
Clive7409
Navigator
Options
Galaxy S20 Series

I'd like to be contacted also.

 

First time failed (12/02) to be able to sign the agreement & hard searches done on my credit by Klarna. Received email about DD being set up & a pending transaction on my card which was returned some 2 days later.

 

Second attempt (14/02) worked & have my Samsung order number. Klarna show the new order in the app but have not sent a copy of the credit agreement or DD mandate so no record to prove credit application signed for etc. But i'll bet i have more hard searches for credit due to the second attempt, which is not good as this reflects on my job as my financial records are reviewed for certain aspects!!!!

 

Contact Klarna who say Samsung at fault as account not active so they cannot issue credit agreement, Samsung say everything good phone Klarna. 

 

This whole issue is now farcical. Samung you contracted Klarna as the provider for credit hence they are your supplier legally contracted to you, you are my supplier so the purchase & credit options legally lie with yourself from my view hence you are responsible for sorting this not us the customer!!!!

Daisenberg
Explorer
Options
Galaxy S20 Series

@Clive7409 wrote:

I'd like to be contacted also.

 

First time failed (12/02) to be able to sign the agreement & hard searches done on my credit by Klarna. Received email about DD being set up & a pending transaction on my card which was returned some 2 days later.

 

Second attempt (14/02) worked & have my Samsung order number. Klarna show the new order in the app but have not sent a copy of the credit agreement or DD mandate so no record to prove credit application signed for etc. But i'll bet i have more hard searches for credit due to the second attempt, which is not good as this reflects on my job as my financial records are reviewed for certain aspects!!!!

 

Contact Klarna who say Samsung at fault as account not active so they cannot issue credit agreement, Samsung say everything good phone Klarna. 

 

This whole issue is now farcical. Samung you contracted Klarna as the provider for credit hence they are your supplier legally contracted to you, you are my supplier so the purchase & credit options legally lie with yourself from my view hence you are responsible for sorting this not us the customer!!!!


Experienced the same scenairo so require a PM ASAP.

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Rosieg
Explorer
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Galaxy S20 Series

Because my credit score is now zero through no fault of my own I can't even apply to buy another phone with another supplier!! 

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SachikoT
Community Manager
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Galaxy S20 Series

@Rosieg wrote:

Because my credit score is now zero through no fault of my own I can't even apply to buy another phone with another supplier!! 


Response from Klarna

Klarna will be resolving the issue regarding multiple credit searches following investigations with Transunion on Monday, once resolved we will remove all the incorrect searches


Rosieg
Explorer
Options
Galaxy S20 Series

Thank you. At least you are trying to help and being very responsive @SachikoT 

SachikoT
Community Manager
Options
Galaxy S20 Series

@Rosieg , @H0v1s  and everyone on the thread. I know @CarlH  has dropped you all a PM now so that your cases can be picked up, we'll be pushing this from the Community and get you back on track. With what you share, and if you want us to, we will share a summary of your experience with Klarna and work out what your next steps are to get this fixed. 

 

I am signing off for a bit now. But will be back tomorrow and talking with Samsung Shop and Klarna (armed with your cases discussed with our mods - if you've replied! *nudge*). We'll be monitoring this  for you until its fixed!

 

If anyone needs some help, give us a shout on here. 

 

^SachikoT


Omega37
Apprentice
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Galaxy S20 Series

Exactly what I expect constant *****. I ain't received no message at all. Bravo Samsung. 

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theroninhunter
Navigator
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Galaxy S20 Series

@Omega37 wrote:

Exactly what I expect constant *****. I ain't received no message at all. Bravo Samsung. 


I got my PM, You've highlighted this now so just wait

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SachikoT
Community Manager
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Galaxy S20 Series

This isn't intentional, @Omega37, sorry if that this has added to your frustrations with the Upgrade Programme. We want to help.  We've been scrolling through all of your comments and reaching out to everyone and create a list (we're doing our best!). 

 

@CarlH  can you PM and capture the case details so we have them for tomorrow? 

 

^SachikoT


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AidenC
Explorer
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Galaxy S20 Series

Email address for me in case you need it to PM or email :smiling-face: 

 

^SachikoT ****************** (removed your personal information from the internet)

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grilo67
Navigator
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Galaxy S20 Series

@SachikoT wrote:

@Rosieg , @H0v1s  and everyone on the thread. I know @CarlH  has dropped you all a PM now so that your cases can be picked up, we'll be pushing this from the Community and get you back on track. With what you share, and if you want us to, we will share a summary of your experience with Klarna and work out what your next steps are to get this fixed. 

 

I am signing off for a bit now. But will be back tomorrow and talking with Samsung Shop and Klarna (armed with your cases discussed with our mods - if you've replied! *nudge*). We'll be monitoring this  for you until its fixed!

 

If anyone needs some help, give us a shout on here. 

 

^SachikoT


May I thank you for your effort in trying to sort out this mess that Samsung has created.

 

Have a good evening.

Dr_ic2
Navigator
Options
Galaxy S20 Series

@grilo67 wrote:


May I thank you for your effort in trying to sort out this mess that Samsung has created.

 

Have a good evening.


:thumbs-up-sign-emoji-modifier-fitzpatrick-type::thumbs-up-sign-emoji-modifier-fitzpatrick-type:

Lochaos
Navigator
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Galaxy S20 Series

Yeah, thanks for your updates, but I have had no PM from anybody.

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SachikoT
Community Manager
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Galaxy S20 Series

This is all on me, guys!  I had to make an excel sheet of your usernames late last night for the call this morning and I may have had some typos. @CarlH  has been working with it and also going through the thread, he will collate your case. 

 

@Lochaos, we have mods here until 9pm tonight. I'll come back in about 1 hr 

 

To anyone we haven't got to, please let yourselves be known! Tag @SachikoT  and @CarlH  when you post. 

 

^SachikoT


Quality420
Apprentice
Options
Galaxy S20 Series

Hi @sachikoT and @carlh,

 

I am in a unique situation. I used Klarna to buy a Galaxy Z Flip, paid the deposit (not yet taken from my account), received an email from Klarna (subject: thank you for opening an account with Klarna) and never received a confirmation from Samsung. 

I have been on the phone to Klarna and they were useless. Samsung agents too were lost and did promise to get back (nothing so far)

As someone who gets phones on day 1, I am annoyed to have missed out on the day 1 excitement of unboxing a new phone but more importantly the hard search on my credit file for no reason is absolutely unacceptable. Please can you DM me to sort this out. 

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AidenC
Explorer
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Galaxy S20 Series

Messaging with tags included in order to get PM.

 

@sachikot @carlh

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SachikoT
Community Manager
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Galaxy S20 Series

I've dropped PMs to @AidenC , @Quality420@Lochaos , @Sam_UK @Grzegorz79. Other PMs will have been sent by @Sam_UK, do check your inboxes. 

 

If you haven't received one for any reason....

Let yourself be known in the thread by tagging me @SachikoT  :smiling-face::heavy-black-heart:

 

I'm going to be around for a few more hours. We will be escalating all of your experiences, so if you need more time, don't worry. 

 

^SachikoT


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AidenC
Explorer
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Galaxy S20 Series
Thanks
I received both CarlH and Sachikot PM
I have replied to Sachikot but was unable to reply to Carl's due to messaging limitations
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SachikoT
Community Manager
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Galaxy S20 Series

Thanks @AidenC . Did you get a message about problems with messaging @Sam_UK? Will look into that too 


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Rees82
Explorer
Options
Galaxy S20 Series

Currently on hold to Klarna. 

Are they aware of the issue (anybody that's already spoken to them). 

How do I make them aware of my issue with no completion or account number?? 

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SteveJWard
Explorer
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Galaxy S20 Series

@SachikoT wrote:

I've dropped PMs to @AidenC , @Quality420@Lochaos , @Sam_UK @Grzegorz79. Other PMs will have been sent by @Sam_UK, do check your inboxes. 

 

If you haven't received one for any reason....

Let yourself be known in the thread by tagging me @SachikoT  :smiling-face::heavy-black-heart:

 

I'm going to be around for a few more hours. We will be escalating all of your experiences, so if you need more time, don't worry. 

 

^SachikoT


I've heard nothing so far.... 

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