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Original topic:

S20 Upgrade Lounge Issues

(Topic created on: 12/02/20 09:36)
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?

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grilo67
Navigator
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Galaxy S20 Series

@Evans10 wrote:

@grilo67 wrote:

On the 11th I tried placing an order for the S20+ through the upgrade programe and like many others, it all went a bit funny, getting the emails from Klarna and the deposit taken but no confirmation from Samsung. After countless attempts to find out what had happen, even got told the order got cancelled because it failed to catch the payment details from Samsung's end.

Today I tried again and got lucky at last. They found the order number and it seems now it's all confirmed with the correct phone and address and due to be delivered on the 9th of March.

Fingers crossed!


Thats good news. I've just pre-ordered the s20 using the klarna 0% finance. I also received an email from klarna and the deposit was taken, however I didn't recieve a order confirmation from samsung. Was it samsung or klarna who eventually worked it out for you? So far samsung support have been more than useless for me.


I rang Samsung and gave them the Klarna "statement number" again and like magic this time they managed to find it.

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Evans10
Apprentice
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Galaxy S20 Series

@grilo67 wrote:

@Evans10 wrote:

@grilo67 wrote:

On the 11th I tried placing an order for the S20+ through the upgrade programe and like many others, it all went a bit funny, getting the emails from Klarna and the deposit taken but no confirmation from Samsung. After countless attempts to find out what had happen, even got told the order got cancelled because it failed to catch the payment details from Samsung's end.

Today I tried again and got lucky at last. They found the order number and it seems now it's all confirmed with the correct phone and address and due to be delivered on the 9th of March.

Fingers crossed!


Thats good news. I've just pre-ordered the s20 using the klarna 0% finance. I also received an email from klarna and the deposit was taken, however I didn't recieve a order confirmation from samsung. Was it samsung or klarna who eventually worked it out for you? So far samsung support have been more than useless for me.


I rang Samsung and gave them the Klarna "statement number" again and like magic this time they managed to find it.



Ah ok, I'll try this angle tomorrow and hope it works then. Appreciate the reponse.

yamyam67
Navigator
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Galaxy S20 Series

Looks like things COULD be working for a few of the community followers. i for one wont be re-trying due to the amount of hassle its taken to order its not something i want to get involved in again.

 

Hope the phone is worth all the obliterated credit reports but lets face it if they cant get a website right im not sure how well the S20 will perform once used in anger.

 

fingers crossed and hope im proven wrong

 

 

 

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Rosieg
Explorer
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Galaxy S20 Series

Well after having a rant on the phone to Klarna after no communication since Tuesday and numerous payments taken and then declined for credit last week I have been escalated again and now made a formal complaint. Strangely enough within a couple of hours funds were back in my account! Decided to pay Klarna off and do my own thing but while on website thought just for the hell of it try it again. Would you believe I've now been able to order the phone with no issues and instant confirmation!! So sorted in a fashion. Just got to wait until the 20th now instead of the 11th which was my original date of getting the phone.  So sigh of relief.... Hopefully they are sorting themselves out now because there must be hundreds of people with the same issues.

coolrunnings16
First Poster
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Galaxy S20 Series

I've ordered the cosmic black s20 ultra 128gb and got one email from samsung (order is pending, with order no.) and one from Flexi-fi (finance in Ireland) 

I'm going to assume that my pre order was successful.

any other Irish peeps?

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Lochaos
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Galaxy S20 Series

I think having to wait till the 20th is a joke, they should honor the original release date we had before the mess happened.

gazlad9
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Galaxy S20 Series
totally agree it's a joke for something that's not our fault
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Dpx
Explorer
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Galaxy S20 Series

Earlier on the phone to Samsung, I asked why the phones were being shipped on the 20th March and was told it is because they are the second batch. So the first batch of phones are all sold out.

 

It would have been great if those of us who had originally ordered earlier were given the earlier shipping date but I guess not.

 

Mannan
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Galaxy S20 Series
I have been trying to upgrade for days now and my application keeps getting declined!!!! anyone know how to fix! I used this last year and it was fine. what is happening????
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gazlad9
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Galaxy S20 Series
  • I have just cancelled my order wasn't prepared to wait for something that want my fault.
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Lochaos
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Galaxy S20 Series

If I can be guaranteed that I can have one for launch day I'll have one, if not i will not be upgrading from here, you really should be ashamed of yourself Samsung, you really have a sub standard product that is nowhere near ready for public integration, I'm still shocked that no one from samsung has been on here to apologise for this shambles, it isn't just about the phone anymore it's just the lack of senior interest that has angered me.

Adamw969
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Galaxy S20 Series

Another thing for me is that me and my friend both got the S10+ last year, I received mine day of release my friend 2 weeks later in the 2nd batch. My galaxy buds came pretty quick. His however took months as they ran out of stock. I guess we probably will be waiting months also now been the 2nd batch. 

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AidenC
Explorer
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Galaxy S20 Series

Look like I'm in the same boat, Klarna finally shows as one hard search on my credit report as opposed to 5.

 

So I applied again yesterday, and can confirm they did not do another hard search. So I now have the 128gb ultra pre ordered but not until the 21st march on the second batch. 

 

Surely there is something that could be done to get us into the first batch especially as we have been having issues beyond our control and actually pre ordered on the 13th feb?!?!?

steve0
Navigator
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Galaxy S20 Series

@Mannan wrote:
I have been trying to upgrade for days now and my application keeps getting declined!!!! anyone know how to fix! I used this last year and it was fine. what is happening????

Where about is  it failing - how far are you into the process where it fails.

 

tag   @AntS  who is one of the moderators. They have been  sorting problems with samsung shop and Klarna ( that is if you are upgrading via the samsung upgrade program) 

 

People have been having some success, including myself, with the microsoft edge browser. I assume you are on the upgrade renewal and therefore using Klarna finance. Note - If you are and its being declined by Klarna , it might be that your previous failed attempts  has impacted on your credit score. Check with Klarna. You can also check your credit record  on credit karma for free - that will give your current credit score and more importantly how many hard searches that have been  carried out by Klarna -- there should only be one

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Bamby5582
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Galaxy S20 Series

I did get finance but the system crashed  and now just keep getting  this when  I try to order 

Option not available

Unfortunately this option is not available. Please choose a different payment method

Screenshot_20200222-183005_Edge.jpg

 

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SteveJWard
Explorer
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Galaxy S20 Series

This will be my last post on this subject as there are some points I'd like to leave Samsung to think about. Firstly I am one of the unlucky ones who, through nothing more than their enthusiasm for Samsung and it's new flagship phone, became one of the beta testers of their upgrade program software soon after the end of the unboxing ceremony. For me, as for many of you early doors upgraders,  the result was a credit agreement that I couldn't sign. I had selected the phone I wanted, a delivery date of 9th March but just couldn't, get past this last obstacle which was signing the confounded credit agreement. So I tried again. I must have done something wrong first time round surely? Same result, the "I sign this document" switch remains greyed. So I switched from pc to phone, thinking the site must be optimised for mobile use. Same again. Now hang on. What's going on? I try google searching but nothing is showing. Then by chance I stumble on this forum. Finally I see it's not just me, lots of people are having exactly the same problem. Then I see people talking of credit searches and multiple deposits being taken. I hadn't even thought about that so I checked. Sure enough I too now had 3 pending direct debits showing in my bank account,  a total of £360 that has not yet been taken, but is also no longer available to me. I then find 1 hard credit search and 12 more soft searches on my credit report, but no contract or agreement to show for it. There is utter confusion. No one knows what is going on. Samsung are denying there is a problem and point the finger at Klarna bank. Klarna bank do exactly the same in reverse. This can't be happening. This is one of the largest technology companies in the world, they MUST know what's going on.  
After a couple of days there were signs that Samsung and Klarna were at least ackowleging there was a problem, but still no real signs of apology or ownership and plenty of people still reporting the same issues. The primaty frustration was the inability to actually talk directly to anyone about it or even just voice dissatisfaction. This forum seemed to be the only source of light through all this, and eventually the moderators could be seen to be trying to do something for some people. Many of us received private messages, which gave hope that something positive was happening. I personally had also tried the "contact the CEO" email that can be found on the website if you look closely. I wrote a verbose summary of my experience to date, hit send and expected nothing. However to my surprise, on Sunday 16th (5 days after placing these orders) i was called by Samsung (03330000333) . Finally it seemed somebody was listening. I was told that my details had been taken and that I would be called back in a day or so with next steps.  This was around the same time that the admins on here began PMing us and taking details. It REALLY seemed that things were happening.

For me. That was pretty much it. I had been told Klarna bank would contact me, would cancel the pending transactions, and would take me through the application process again. So I waited. And waited. And waited. It was clear into the second week that people were now placing orders sucessfully but I could see delivery dates we're moving out rapidly. Then reports of out of stock devices began to appear. So again a PM to admin was used and I was reassured that my case was being looked at and that if I told them what I'd ordered then they would see to it that stock was reserved. Still i waited. At day 7 after placing the orders the pending transactions were still showing on my account so I did as was asked and continued to wait. On day 8  (Wed 19th) the transactions disappeared. No one had contacted me so I believe they had naturally timed out since more than a week had passed. The next day I received a standard email from Klarna apologising and saying deposits would be returned in a few days. Well that missed the point somewhat. I asked them what next steps ought to be and got no reply, so still I waited. Eventually on Friday I was told by Klarna (not Samsun) to go ahead and place another order. So that's it. No hand holding? No help? I pondered for a moment and then drew a deep breathe and started. Sure enough this time straight through, conformation and everything. Only now, instead of a delivery on 9th March it has become 20th March. How can that be? I was one of the first to place an order. Well try and place an order. The process was broken. I like many others was inconvenienced for several days in terms of frozen funds. I haven't threatened to switch my allegiance to the dark side as that is just a step to far, but the end result of this entire process is that the phone I ordered is now going to take 2 weeks longer to arrive , through no fault of mine as I see it. Samsung and Klarna continue to wring their hands on this and I genuinely haven't seen or heard of one case where they have done anything to "compensate" those of us who got mixed up in this. I use the word "compensate"advisedly, in my context that would mean simply restoring the status quo and giving us access to those early deliveries that we were denied access to because of their issues. I waited so long because I was told to? How was that helpful in the long run? Apologies for the long story, but even though I've still purchased the phone I want Samsung to have a record of what an utterly miserable process it was and how shockingly poor their customer service has been throughout.

Infowarrior
Explorer
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Galaxy S20 Series
No that's it for me. No phone is worth credit problems. And no business with disastrous support through this deserves any business. They should have closed the site link immediately but they wanted to hoard the orders... You have to make a company pay for complete incompetence and greed.
AidenC
Explorer
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Galaxy S20 Series
@SteveJWard
I couldnt have summed up the situation any better.
NathOnline
Apprentice
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Galaxy S20 Series

I think Samsung are a disgrace of a company. To not even issue a written apology from someone who means something in the Samsung Company. 

What an embarrassment of a company to work for. 

Rosieg
Explorer
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Galaxy S20 Series
Totally agree with you SteveJWard. More or less the same issues I had. I can't believe no one is accepting responsibility for all this and now it is sorted even more annoyed I can't get the phone until the 20th because of their failures!! Surely there should be some sort of compensation for deposits taken, three in my case, for nearly a week ??
Lochaos
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Galaxy S20 Series

All gone quite, I guess people have either got their order through or have not bothered.

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