Samsung upgrade programme, no clear answers

[Jt85]

HI

I watched the launch of the fold 6 and was excited to upgrade, logged into the upgrade lounge to see this message:

I was very disappointed that it wouldn't let me upgrade the normal way, and send the old phone back. I called Samsung who said "good news you can still upgrade nearer the 25/7, wait for the invitation." I called again today to be put on hold for a very long time while she asked, then they said the upgrade programme is finished and I must carry on with klarma for another year!

I asked her why then does it let me click upgrade on the upgrade lounge, and automatically add my fold 5 512gb as a upgrade trade in, with £0.00 for it. I asked if it would atleast pay the klarna balance and then the new phone is mine as bought outright.

she then just kept repeating that the upgrade programme was cancelled and didnt answer what would happen If i return the phone as above.

Contacted Samsung UK FB and again got conflicting info each time they replied.

I just want a clear answer, If I click through the upgrade lounge as above, send my fold 5 off, does it clear the Klarna balance?

It seems i am just going round and round in circles and nobody at all knows the answer to this?!

[JohnMalys]

The program is finished but this part of the process to the best of my knowledge is the same, hence why you are logging in using your Klarna loan reference. The difference is that regardless of whether you choose Klarna or Samsung Finance there is no early upgrade option. Want to upgrade in 12 months? Pay it off in 12 months. I've been on the program since Note 10 so disappointed

[Jt85]

Thanks, I ordered already and hope trade in pays off Klarna as normal. May then just keep fold 6 longer as too expensive to upgrade annually without upgrade programme

[JohnMalys]

Can I pay off my loan early?

What happens to my existing loan agreement once I purchase a new device?

If you purchase a new device through the Samsung Upgrade Lounge using one of the available payment options, and return your existing Galaxy device in a satisfactory condition, Samsung will settle your existing agreement with Klarna on your behalf. Any missed payments and fees must be cleared on your existing loan agreement. Please note, you must do this via the Samsung Upgrade Lounge only.

That is buried in the FAQ, definitely updated as it mentions available payment options rather than just Klarna

[JohnMalys]

And I agree, I've been with the Upgrade Program since Note 10 and I love my shiny new gadgets but may have to skip the Fold 7

[Freddie67]

I usually get the invitation to upgrade within a day or so of the unpacked event, so went looking only to find that the Upgrade Programme was ended earlier this year by Samsung..... without any notification!
Surely we were then mis-sold our previous 'upgrade' i.e. we get to upgrade each year under the programme?

[Jt85]

Yeah i said this on the phone to Samsung as the girl just kept repeating you will need to pay Klarna for 12 months more and then you can trade it in. I said that wasn't the deal and she claimed they sent an email in January which is also untrue

[JohnMalys]

I got an email the day after unpacked with a link to the upgrade lounge login and my Fold 5 Klarna loan number which had the following text: The new era of AI-powered connectivity is here
The epic new range of Galaxy Z Series devices has arrived.

The Samsung Upgrade Programme is ending, but you can still get one of our latest AI-powered devices1 when you head to the Upgrade Lounge and switch to Samsung Finance.2

Pre-order now and use your exclusive code to get up to £50 off3 the new Galaxy Z Series devices

[Jt85]

Yeah same as me, it will supposedly pay your Klarna off then upgrade program is finished.

[JohnMalys]

My conclusion is the reason that the Fold 5 shows as free when adding is the same reason that it doesn't appear on the order confirmation or state trade in. This order is by effect a standard one and the link to the old is purely through the upgrade lounge, hence why the old device IMEI was prefilled (or at least it was for me). Normally had Klarna pause email 3 days after order so guess time to wait and see before contacting them again