Support

Open search

Upgrade+ issues Sweden

Highlighted
SOLVED
Explorer

Curious if there are customers who have issues with Upgrade+ not working in Sweden. I was about to pull the trigger for two phones, but I got very concerned when reading posts on a different forum. There are about 24 pages and most of them deal with problems arising for your Upgrade+ program:

- Return box to ship your phone never arrives or takes forever

- Brightstar - the 3rd party company that is supposed to check the phone before accepting the return can not communicate with Samsung and  phones never get logged as received

- SevenDays bank - which is the credit giver for Upgrade+ can not cancel the outstanding credit, even after the phone has been received and keeps sending bills or still has a debt which never gets cancelled.

 

Several customers have claimed that they have spent a lot of time contacting both Samsung, Brightstar and Seven Days bank, being promised that this would get sorted without success. Some have been at it for over 2 months (!)

 

For the full story, see:

https://swedroid.se/forum/threads/samsung-upgrade-uppgradera-telefon-var-12-e-manad.171779/page-24 

 

So my question, to cut the chase - is this a common issue? Is Samsung aware of this? Has this been resolved / being resolved?

 

Thanks!

1 ACCEPTED SOLUTION

Accepted Solutions
Highlighted
Community Manager

Hi again @OverWatcher 😊

I apologise for the delay in replying. I have now been in contact with my colleague who is responsible for Upgrade+ and she has given me some information on the issue. This will be posted on SweClockers as well to give the users there an update.

 

First of all, we are very sorry for the delays that some customers have experienced during the upgrade process. When a phone is returned, a cancellation notice should be sent to cancel the credit. Because of covid-19 and lockdown, this notice was delayed from one of our partners. This problem has now been solved and future customers of the service can expect smooth upgrades.

 

We have also closed the credit for those customers who have already returned their phones. The customers who had to pay more than 12 monthly payments because of the issue have now been refunded. In some cases, it might look like you still have an open credit on “my pages” at the bank, but the information on “my pages” will be updated during next week.

 

The return kits/boxes that are used to return you old phone after ordering an “upgrade-phone” are now being sent out together with the new phone to fix the issue with the delays of the return box.

 

I hope this clarifies things and that it ensures you that we are working to address the issues you have mentioned above. If you have any further questions do not hesitate to customer support. Have a great weekend!

//Elin

View solution in original post

2 REPLIES 2
Highlighted
Community Manager

Hi @OverWatcher 👋

 

You have identified a problem that we are aware of, and we are working on making the process better. I will explain to you a little further how it all works and where the issues usually arise, but first I will consolidate with my colleague over at e-commerce so that I give you the correct info. Stay tuned! 😊

Highlighted
Community Manager

Hi again @OverWatcher 😊

I apologise for the delay in replying. I have now been in contact with my colleague who is responsible for Upgrade+ and she has given me some information on the issue. This will be posted on SweClockers as well to give the users there an update.

 

First of all, we are very sorry for the delays that some customers have experienced during the upgrade process. When a phone is returned, a cancellation notice should be sent to cancel the credit. Because of covid-19 and lockdown, this notice was delayed from one of our partners. This problem has now been solved and future customers of the service can expect smooth upgrades.

 

We have also closed the credit for those customers who have already returned their phones. The customers who had to pay more than 12 monthly payments because of the issue have now been refunded. In some cases, it might look like you still have an open credit on “my pages” at the bank, but the information on “my pages” will be updated during next week.

 

The return kits/boxes that are used to return you old phone after ordering an “upgrade-phone” are now being sent out together with the new phone to fix the issue with the delays of the return box.

 

I hope this clarifies things and that it ensures you that we are working to address the issues you have mentioned above. If you have any further questions do not hesitate to customer support. Have a great weekend!

//Elin

View solution in original post

Top Liked Authors