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Original topic:

Upgrade program not as advertised

(Topic created on: 16/04/21 10:31)
GrahamPursey
Apprentice
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Samsung Lounge

Having called support seems like I have to wait for 13 months rather than the advertised 12 months on the web site to be able to get a phone upgrade as part of the upgrade program. Asked for someone to call me back on this but never got one.

Be aware Samsung support is really bad and you won't get your upgrade as advertised.

11 REPLIES 11
Smaily
Just Browsing
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Samsung Lounge
Waiting for S20+5g Android 11 update. Everywhere in world has it except UK? Wot is going on?
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Blessed4life
Helping Hand
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Here's all the info on the android 11 update.

clipboard_image_1618430016603_1618430016603.jpg

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Smaily
Just Browsing
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Have seen this before. But no update on my phone through O2?
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Smaily
Just Browsing
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Just checked with online expert- update is known to crash s20+, so delayed at present. Update expected now in July/August 2021! Totally crazy. Never had this trouble when I had a Huawei mobile!
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NinjaRanga
Explorer
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I had exactly the same problem Graham. Sent email back and forth, with customer service passing my messages on the the 'internal team' whoever they are. Initially they just repeated that my upgrade date was 13 months after purchase and then quoted the terms and conditions at me to say I needed to make 12 payments. I told them I had, so they replied that they had contacted Klarna who told them payment was taken on the 5th of the month and my first payment was 5th May 20 so I could not upgrade until after 5th May 21. I then pointed out the simple error in their maths and that April was the 12th payment! I included screenshots from my bank and Klarna with numbers next to each payment to show 12 installments had been paid to make it very clear and told them that if I had to abide by the terms and conditions, so must they. A few days later I got a push notification to say my upgrade window was open and yesterday I ordered a new phone.
Keep at them and insist that they have to stick to their own terms and conditions - if we do as customers, I don't see why they shouldn't!
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GrahamPursey
Apprentice
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Thanks Ninja very helpful to know they are trying this on others too.

Latest call they say I have to call Klarna to get the upgrade. Spoke to them and they said not true and they have been having a lot of issues with Samsung.

I'm going to raise to trading standards since Samsung are trying to avoid upgrading users. 

NinjaRanga
Explorer
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They told me exactly the same with Klarna as well, so I did a chat via the Klarna app, took a screenshot and sent them that too! Leave them with no choice! Good luck and I think I might speak to Trading Standards as well.
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NinjaRanga
Explorer
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They told me exactly the same with Klarna as well, so I did a chat via the Klarna app, took a screenshot and sent them that too! Leave them with no choice! Good luck and I think I might speak to Trading Standards as well as I think they are trying to reduce their payment by making customers pay more.
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GrahamPursey
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Samsung Lounge

Case raised. The more that raise complaints the better. 

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