@Adamw969 wrote: Nice one 👍 mines still saying preparing dispatch ☹  whats your delivery date? ... View more

So  my faith in Samsung has increased a bit...got my DPD confirmation it will be delivered tonmorrow as ordered, so fingers crossed it will be ... View more

Dont want to get your hopes up but mine has been in that state for the last two weeks; dispatched on March 9th on my order email, its supposed to be here on the 13th? ... View more

I got an email confirming the conversation i had with klana last Friday, plus the original orders deposit from Feb 13 is now back in my account. My order on the website has now moved to preparing dispatch as well. ... View more

@Evans10 wrote: 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. You should have got an email from Samsung around the same time as the Klana documentation. I never got the Samsung email the first time round and it got cancelled as Samsung never captured the payment, so in their eyes i had no order with them. Give them a call and ask them to search on your email/ phone number and see what that pulls up ... View more

So Klana just called me (020 3005 0833) just in case anyone else gets a call, i assume its on the back of all the mods work as she asked my forum username. She confirmed they were calling people to see if they had any questions or further queries; she confirmed again for me that the original order was cancelled but the one placed this week still stood...hopefully some of you will also get call as well. ... View more

@Rosieg wrote: Yes so have I it's ridiculous isn't it. I've even had an email from Klarna's website advertising using them to make any purchases!!! Would if I could!! Considering I've had numerous deposits taken, credit accepted three times but couldn't sign agreement and declined credit on the fourth it's laughable.. Not... 😡 admittedly had phone call yesterday from Klarna assuring me they would sort it quickly hmmm we shall see! Yes, i also find that quite ironic, they have a huge advertising campaign on the tube about using them with ease, if only....  ... View more

@SachikoT wrote: @Dr_ic2, I'll try and connect the dots between the Samsung Shop and Klarna and get you an update.    ^SachikoT Just got an email from Klana telling me that my order that i placed last week (klana documents recieved but no Samsung order number) has been cancelled (app also showing this status) by them and the deposit will be refunded. All I have now is the order i sucessfully placed yesterday. @SachikoT thanks for all the help from you and the rest of the mods team  ... View more

@SachikoT wrote: @Dr_ic2, I'll try and connect the dots between the Samsung Shop and Klarna and get you an update.    ^SachikoT Much appreciated  ... View more

@AdamCollins wrote: @Dr_ic2 that's basically the same call I had, they wanted me to reorder it while on the phone but she never said I needed to ring Klarna to cancel it, although it does still say it's being prepared on the app so maybe I should call them tomorrow  @AdamCollins i now have both orders in the app with the status of preparing, the only difference between the two is the one ordered today has (under items) an entry called Samsung upgrade welcome, whereas, last weeks doesnt. ... View more

@SachikoT wrote: @Dr_ic2, you don't have to get klarna to do anything.  Let me have a word. Really want to make this as easy as possible for you.   Thanks, i will hold fire then but my deposit has already been debited and they have sent me the paperwork; they tell me from their end the order is valid (that was as of the 14th), so I am a tad nervous not to do nowt....but i will hold fire at the moment. Thanks for the help.  ... View more

@AdamCollins wrote: So I just received a call back from Samsung not Klarna, regarding my order. She said that by order has not gone through and Klarna should refund me in 14 days and I should reorder the phone today as stocks are limited. Samsung called me this afternoon from 03330000333, the customer service rep told me that my order i placed last Thursday was not valid even though i had the Klana DD & payment schedule as the Samsung system had not captured the payment information, his advice was to contact klana and cancel the original order and they would refund me the initial 10% deposit, i asked him if Klana was aware of this process he said yes, they know about it and will honour it.   He then asked me to re-order then and there (a tad challenging on the iphone, and quite ironic ), it all went through OK and got the Samsung order number, i was asked to send that to him via the chat functionality and he confirm his end it had been recieved, so at least they are trying to help customers but also got a feeling they did not want people just to walk away and lose potentail sales.   So now I have to get Klana to cancel the original order and refund me that deposit, so i guess i now spend more time on the phone tomorrow, there was no hint of any recompense although he did apologise a few time. ... View more

@AdamCollins wrote: Has anyone whose just been waiting on a samsung confirmation received one yet? I'm waiting since Thursday now.. going to give til tonight then I'll ring and try and cancel the order. Let me know if you get one as I am in the same situation and no one has provided an answer as to what is happening with this scenario. If you do cancel, share on here as i suspect many (including me) will follow suite. ... View more

@yamyam67 wrote: Wow Samsung you are unbelievable and you've missed the point by million miles, I'm angry beyond belief if thats thr best you've got. You dont seem to have grasped the point .... there are thousands of upgrade customers who have been refused the ability to upgrade, obliterated credit scores and all you haven't got the stage to even make a payment...you are really are a joke, no wonder Apple have become the worlds biggest phone company....utter rubbish Or they have signed, got the Klana paperwork but NO Samsung confirmation email...how many times does this have to be said to make someone sit up and take notice and say I will TAKE ownership of this. I dont want to go through the process again because as much as I like living on the edge and wearing shorts in Winter, i dont want more money taken as I dont know whats happening with the original order...you really could not make this stuff up, a case study in NOT how to manage customer relations  ... View more

@yamyam67 wrote: Another day and I wonder who will be stepping up to rectify all the issues and put the consumer first Klarna or Samsung???....my bet is neither of them. What time is todays meeting between Samsung and Klarna Bank which is SUPPOSED to be happening today? Got a feeling nothing will come out of it.....at least they might get sandwiches TBH, slightly dissapointed as its half way through the business day and i have heard nothing, got no emails about what is happening or phone calls, so i dont feel anything is any further forward and we still have many people impacted, with varying different issues and its radio silence from both Klana & Samsung...i mean, how hard is it to take ownership and rectify this debarcle? ... View more

@grilo67 wrote: May I thank you for your effort in trying to sort out this mess that Samsung has created.   Have a good evening. ... View more

@Dr_ic2 wrote: These FAQ are all great, I am sure we all appreciate the effort you are putting in to help resolve this, can i ask that you get a definate answer of what action is to be taken either their or our end on people (like me) that have got the DD confirmation, credit agreement confirmation but NO Samsung order number/ confirmation.   thanks         Any update on this as I assume it impacts similar amout of people as the credit check issue, what is the advice from klana, sit and wait it out, cancel the original agreemement within 14 days (and now counting down) or re-order again....? Any update on this as I assume it impacts similar amout of people as the credit check issue, what is the advice from klana, sit and wait it out, cancel the original agreemement within 14 days (and now counting down) or re-order again....? ... View more

These FAQ are all great, I am sure we all appreciate the effort you are putting in to help resolve this, can i ask that you get a definate answer of what action is to be taken either their or our end on people (like me) that have got the DD confirmation, credit agreement confirmation but NO Samsung order number/ confirmation.   thanks     ... View more

@grilo67 wrote: Considering doing a complaint to the financial ombudsman of how Samsung and Klarna have conducted this whole affair.   Does anyone here think it's worth a go? Definatley, especially if its affected people credit rating through no fault of their own. ... View more

@grilo67 @SachikoT    @grilo67 wrote: Hi everybody,   Very shocking customer treatment, when it was no fault of my own and they don't even try to solve the problem and keep me happy with them.   Sorry to say that the Samsung romance for me has ended here in a very bitter way. Thanks for posting this certainly supports my less than glowing non existant customer experince from Samsung, my frustrations are;   1. If the orders did not flow through to Samsung why has someone not taken ownership and informed all the people in this position, it would close down all the phone calls to both Samsung and Klana around this subject.   2. To stop people having to re-order and go through additional and painful credit checks, why cany Klana take the lead and confirm with Samsung who is in this situation, so Samsung can generate the order and put this issue to bed.   3. Whereare the proactive customer commincations informing their customes of what is happening and who is doing what, its turning into a bit of a PR nightmare for both companies i feel.   To me, its not hard to resolve this and get back some reputation loss from both companies but no one seems to be able to see or do this, very frustrating and a sad reflection of big company attitude... ... View more

@grilo67 wrote: I have contacted 3 times and they can't tell me anything   @SachikoT thanks for advising to phone Samsung shop line, I have done it 3 times as well. They cannot find  a order placed under the email address or phone number I used, all they do is give me a ticket number.  In the meantime Klana have £90 deposit (confirmed as taken) , and I have DD mandate  and a credit agreement. What I don't have is a Samsung order number which no one can either give me or both to take ownership and resolve mine and a lot of other peoples issues. Not sure where to go next TBH! ... View more

Second deposit taken this morning and now showing as a debit on my account, all i have is the DD setup confirmation and payment schedule but still NO order confirmation from Samsung, so it looks like i will be paying for a phone it looks like i have no idea if i am getting or not.....you could not make this up..... ... View more

So, just recieved this, looks like its down to me to sort this mess out - why cant someone take responsibility for this mess?   Good day. We've received your complaint through our CEO Channel. We're sorry for the inconvenience that it may caused you by this matter. We coordinated this to our relevant team and according to them there is an uncaptured payment Klarna. You may reach them for this matter to reverse your payment and place a new order again. We appreciate your patience and understanding. ... View more

@H0v1s wrote: Does anyone know where i can complain to Samsung?   Complain to the CEO, I just have, now whether it gets any action, i dont know buit it cannot hurt?   https://contactus.samsung.com/customer/contactus/formmail/mail/MailQuestionGeneralNew.jsp?siteId=594&PROD_ID=G303850       ... View more

@sammyh25 wrote: @Dr_ic2 Has the deposit been successfully taken from your credit card/Bank and have you received the financial agreement and direct debit emails from Klarna?    Have you already contacted Samsung and do you have a call ticket/reference number from them? Yes, have all the klana stuff Yes, spoke to them twice now, same answer no order found but will pass up and escalate, still waiting for a response. ... View more

Yes, my first deposit has gone but the second is there, so all good or is it as no order number still from Samsung... ... View more

So whats the consensus for folks like me that have the Klana documents but no Samsung order?   1. Sit it out and see what happens 2. Re-order and hope it goes through and i get a Samsung order number?   whats everyone else doing?     ... View more

Same here, still being told by Samsung there is no order against my name, even though Klana has sent me my paperwork, most dissapointed with the whole process. Spent far to much of my time sorting out other peoples issues... ... View more

Called them up, no order against email address or phone number, even though i have the information from Klana? ... View more

No email or SMS like Samsung said would happen, pending deposit payments (x2) still sitting there ina pending state so no wiser and informed. Very shoddy service from both companies. ... View more