Leave the Upgrade Program

[BarikUK]

Hello, Samsung web site is nightmare, after 2 years I want to leave the Samsung Upgrade Program and online form is not working, can I do this with your help? I just want to return my old phone and exit the program...

..if the issue still persists please contact support at: 0330 7267 467..

They didn’t help on this number, they gave me another from the Financial Department, I waited on the line for 40 minutes and no one picked up the phone..

[BarikUK]

It's simply unimaginable! Disgusting service. I called the phone number which I received from chat support, they gave me another number, then a third number. Then they said that there was no such order, then they transferred to another operator from Customer Support, who said that he did not have access to information at all and that he needed to call Samsung!!! Vicious circle!!

[AndrewL]

@BarikUK: I'm really sorry to hear that you have not been able to get a definitive answer regarding the return of your existing handset via the Upgrade Program. If you have reached the 24th month of your credit agreement, and have not elected to upgrade (as the option is no longer available) then MTR will settle the final payment owed under your credit agreement in consideration of you returning your Existing Handset to
us, provided it meets the minimum requirements listed in section 5.2 of the terms and conditions linked below.

https://images.samsung.com/is/content/samsung/assets/uk/samsung-upgrade/terms/Upgrade_Programme_Term...

Instructions on how to proceed with this course of action should be provided via email towards the end of your contract. If you have not received an email, then I do recommend that you continue to liaise with our Support Team via the number provided on the Upgrade Program portal, as they are best placed to get this resolved for you. Please accept my apologies for any inconvenience this has caused you. 

[BarikUK]

Yes but the last payment is £350 and I wouldn't want to pay it otherwise why would I return the phone.

I've returned an old phone before and know the procedure. I received an invitation to update to a new device, but I don’t want to do this, and when filling out the return form, there was an error at the last stage. I used 4 different browsers and 2 different devices, same error. And about the support phone numbers,
today they gave me 4 phone numbers and one call transfer to another support operator who did not understand what was happening at all. 😞

[AndrewL]

@BarikUK: If you attempted to fill in the returns form via 4 separate browsers, and the issue persisted, then there may have been a temporary problem with the site itself. While I understand that it is far from ideal, please try again in 24-48 hours to see if you have more success. I also noticed that the 'City' field is required, while the 'Town' field is not. As a troubleshooting option, try filling in the required fields only to see if this makes a difference. 

[BarikUK]

I've already tried it in different ways. And already within 4 days. No result. The support also said that they don’t see any problems with the web site.

[BarikUK · Accepted solution]

Who would have thought, but the problem was solved by staff from FB. Having described the problem, they forwarded it to the appropriate department and they contacted me and, after clarifying a couple of details, sent a return confirmation and sent a Return Package. Thank you for that!