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?

[H0v1s]

Update - Just recieved this from Carl who is supposed to be sorting the issue out

Upgrade Programme

Thank you for your details. I have passed this on to our partners who will be investigating this. Let me know if you need anything else in the meantime.

Kind Regards

Carl

The same message we've been getting all last week, like we say who is taking ownership and responsibility??

We don't want anymore talk we want actions. Who does care in Samsung?

[Clive7409]

So looks as if something moving from Klarna's end. After receiving an email today from the Samsung Shop saying no paperwork is sent out to users via email (with respect to signing the Klarna agreement) I just got an email from Klarna with the pre-contract/contract on it.

All I now need to know is what is happenning with the credit checks that were performed although unable to sign the agreement?

Am hoping Samsung/Klarna will also make some kind of goodwill gesture here as 5 days of stress & multiple calls does not equate to a good customer experience by any means. Though not holding my breath on this one as I'll likely be dead before it happens!!

Clive.

[AntS]

Hi @H0v1s ,

To reassure you: the Community team is gathering details from you guys so we can take the best action on your behalfs with the relevant people at this end to get this sorted. (In other words, we're very much in your corner.)

[Grzegorz79]

Klarna give me answer lol 

And they not even say about credit score 

Thank you for getting in contact with us. I apologise for delay in our response.

We are aware that there has been an issue where deposits attempted, before your application was completed, are showing as pending payments. We have already released a fix to ensure that the hold on the payment is removed. This may take a few days to reflect on your bank account depending on how quickly your bank can action the removal request.  

I aska about credit score *****! 

[SachikoT]

Hi Everybody, me again. Apologies that I have not yet got back to you all today on the thread (but thankful that our Community Lead @AntS is keeping a close eye on this)

We believe that the best way for us to get you the help you need is for us to share your individual case summaries with Klarna and for them to proactively reach out. From your responses to PMs from me, @Sam_UK  amd @CarlH we have been creating these so that they have the right information when they reach out. We are in the process of sharing these with Klarna. 

We want to avoid any further confusion or disruption to your experience, so want to own this from here with our moderators reaching out to Klarna directly, rather than getting you to go to customers

Where we can provide more general updates, we will update in this thread.

^SachikoT

[SESB]

Hello, @SachikoT wondered if you received my pm? Thanks

[H0v1s]

---

@SachikoT wrote:

Hi Everybody, me again. Apologies that I have not yet got back to you all today on the thread (but thankful that our Community Lead @AntS is keeping a close eye on this)

We believe that the best way for us to get you the help you need is for us to share your individual case summaries with Klarna and for them to proactively reach out. From your responses to PMs from me, @Sam_UK  amd @CarlH we have been creating these so that they have the right information when they reach out. We are in the process of sharing these with Klarna. 

We want to avoid any further confusion or disruption to your experience, so want to own this from here with our moderators reaching out to Klarna directly, rather than getting you to go to customers

Where we can provide more general updates, we will update in this thread.

^SachikoT

---

Thanks for the update, but i do hope you understand and have conveyed this.

We have had a credit check (s) and have been accepted by Klarna and DD setup, we do not want anymore credit checks done we just want the phone.

If multiple hard checks have been made against our account we want them removed

Simple but seems really difficult for Samsung to understand this?

[Rees82]

I'm concerned for the people that don't use the forum, probably have 50 checks to their names and know absolutely nothing because despite me asking for it, Samsung have not reached out or put anything on the website etc to say they've been having difficulties... 

[Dpx]

Hi @SachikoT

Could you kindly PM me so that I may inform you of my S20 Ultra ordering situation too?

Thanks

---

@SachikoT wrote:

Hi Everybody, me again. Apologies that I have not yet got back to you all today on the thread (but thankful that our Community Lead @AntS is keeping a close eye on this)

We believe that the best way for us to get you the help you need is for us to share your individual case summaries with Klarna and for them to proactively reach out. From your responses to PMs from me, @Sam_UK  amd @CarlH we have been creating these so that they have the right information when they reach out. We are in the process of sharing these with Klarna. 

We want to avoid any further confusion or disruption to your experience, so want to own this from here with our moderators reaching out to Klarna directly, rather than getting you to go to customers

Where we can provide more general updates, we will update in this thread.

^SachikoT

---

[yamyam67]

Well what a superb conversation with Klarna customer services who advised me it was my fault that i have multiple credit hits when trying to upgrade 12 months into the upgrade programme. I advised him we were told to try different browsers as they were having issues, he also said its Samsungs fault and not Klarna as Klarna only do the finance !!!!!

If this is what Klarna think then they really rubbish....they are still denying there is an issue

[Grzegorz79]

I'm wondering how many % going down 3 times checking this credit 

Who know that ? 

[AJ77]

I'm pretty sure all my soft searches have been removed, just to scared to try again

[H0v1s]

---

@H0v1s wrote:

---

@SachikoT wrote:

Hi Everybody, me again. Apologies that I have not yet got back to you all today on the thread (but thankful that our Community Lead @AntS is keeping a close eye on this)

We believe that the best way for us to get you the help you need is for us to share your individual case summaries with Klarna and for them to proactively reach out. From your responses to PMs from me, @Sam_UK  amd @CarlH we have been creating these so that they have the right information when they reach out. We are in the process of sharing these with Klarna. 

We want to avoid any further confusion or disruption to your experience, so want to own this from here with our moderators reaching out to Klarna directly, rather than getting you to go to customers

Where we can provide more general updates, we will update in this thread.

^SachikoT

---

Thanks for the update, but i do hope you understand and have conveyed this.

We have had a credit check (s) and have been accepted by Klarna and DD setup, we do not want anymore credit checks done we just want the phone.

If multiple hard checks have been made against our account we want them removed

Simple but seems really difficult for Samsung to understand this?

---

Regarding this I spoke to an advisor who said they have been working on a fix since they knew on Wednesday, I told her they should of taken the we site down or had a statement regarding the issue. None happened from Samsung they have pretended it didn't happen and just want us to go away. It is totally Samsungs fault they new credit was being rejected and did nothing about it, there is a serious legal issue here.

[Mr_wednesday]

My upgrade is due in April and this is really off putting that theres no official statement from both companies ?

We don't want a blame game just someone to try and fix the mess

[steve0]

---

@AJ77 wrote:

I'm pretty sure all my soft searches have been removed, just to scared to try again

---

It is the Hard searches you should be concerned about-- this what credit karma states 

HARD SEARCHES
Hard searches are made by lenders when considering applications for credit. They don’t affect your TransUnion credit score, but may be considered by lenders when working out how credit-worthy you are.

SOFT SEARCHES
Soft searches are typically used to check your identity or assess whether you qualify for product offers. They never affect your credit score or your chance of being approved for credit.

[Infowarrior]

I totally agree on this Samsung should have closed the link stopping all these and future errors happening. But no they are just letting people jump off the cliff....

[Kjt57]

The annoying thing for people who have still to get there upgrade done, some of the phones are now out of stock. I was trying to order the Ultra in grey, 2 failed attempts and its now out of stock🤬

[NDiceman]

---

@SachikoT wrote:

Hi Everybody, me again. Apologies that I have not yet got back to you all today on the thread (but thankful that our Community Lead @AntS is keeping a close eye on this)

We believe that the best way for us to get you the help you need is for us to share your individual case summaries with Klarna and for them to proactively reach out. From your responses to PMs from me, @Sam_UK  amd @CarlH we have been creating these so that they have the right information when they reach out. We are in the process of sharing these with Klarna. 

We want to avoid any further confusion or disruption to your experience, so want to own this from here with our moderators reaching out to Klarna directly, rather than getting you to go to customers

Where we can provide more general updates, we will update in this thread.

^SachikoT

---

Can you possibly PM me to add my situation as well, would like to be included. I posted earlier.

[yamyam67]

Thought I'd try again to see if they have fixed the Klarna issue and not advised all upgrade members....but it's still not working, dont know why I'm surprised...it really is the poorest service I've ever experienced. I wint try again I'll see what Apple have with the iPhone 12. You know that you wont have to deal with this bulls**t with them

[Grzegorz79]

Look what Klarna answer 

Thank you for contacting us.

 As to your credit score, I suggest that you contact Transunion as to your credit score as we cannot do anything about it on our end.

I would like to apologise for this inconvenience.

Thank you for your patience with us and I wish you a pleasant evening!

Kind regards,

N. Elema

[yamyam67]

Well that sums up what they think of upgrade programme members...sticking 2 fingers up to everyone