This will be my last post on this subject as there are some points I'd like to leave Samsung to think about. Firstly I am one of the unlucky ones who, through nothing more than their enthusiasm for Samsung and it's new flagship phone, became one of the beta testers of their upgrade program software soon after the end of the unboxing ceremony. For me, as for many of you early doors upgraders,  the result was a credit agreement that I couldn't sign. I had selected the phone I wanted, a delivery date of 9th March but just couldn't, get past this last obstacle which was signing the confounded credit agreement. So I tried again. I must have done something wrong first time round surely? Same result, the "I sign this document" switch remains greyed. So I switched from pc to phone, thinking the site must be optimised for mobile use. Same again. Now hang on. What's going on? I try google searching but nothing is showing. Then by chance I stumble on this forum. Finally I see it's not just me, lots of people are having exactly the same problem. Then I see people talking of credit searches and multiple deposits being taken. I hadn't even thought about that so I checked. Sure enough I too now had 3 pending direct debits showing in my bank account,  a total of £360 that has not yet been taken, but is also no longer available to me. I then find 1 hard credit search and 12 more soft searches on my credit report, but no contract or agreement to show for it. There is utter confusion. No one knows what is going on. Samsung are denying there is a problem and point the finger at Klarna bank. Klarna bank do exactly the same in reverse. This can't be happening. This is one of the largest technology companies in the world, they MUST know what's going on.   After a couple of days there were signs that Samsung and Klarna were at least ackowleging there was a problem, but still no real signs of apology or ownership and plenty of people still reporting the same issues. The primaty frustration was the inability to actually talk directly to anyone about it or even just voice dissatisfaction. This forum seemed to be the only source of light through all this, and eventually the moderators could be seen to be trying to do something for some people. Many of us received private messages, which gave hope that something positive was happening. I personally had also tried the "contact the CEO" email that can be found on the website if you look closely. I wrote a verbose summary of my experience to date, hit send and expected nothing. However to my surprise, on Sunday 16th (5 days after placing these orders) i was called by Samsung (03330000333) . Finally it seemed somebody was listening. I was told that my details had been taken and that I would be called back in a day or so with next steps.  This was around the same time that the admins on here began PMing us and taking details. It REALLY seemed that things were happening. For me. That was pretty much it. I had been told Klarna bank would contact me, would cancel the pending transactions, and would take me through the application process again. So I waited. And waited. And waited. It was clear into the second week that people were now placing orders sucessfully but I could see delivery dates we're moving out rapidly. Then reports of out of stock devices began to appear. So again a PM to admin was used and I was reassured that my case was being looked at and that if I told them what I'd ordered then they would see to it that stock was reserved. Still i waited. At day 7 after placing the orders the pending transactions were still showing on my account so I did as was asked and continued to wait. On day 8  (Wed 19th) the transactions disappeared. No one had contacted me so I believe they had naturally timed out since more than a week had passed. The next day I received a standard email from Klarna apologising and saying deposits would be returned in a few days. Well that missed the point somewhat. I asked them what next steps ought to be and got no reply, so still I waited. Eventually on Friday I was told by Klarna (not Samsun) to go ahead and place another order. So that's it. No hand holding? No help? I pondered for a moment and then drew a deep breathe and started. Sure enough this time straight through, conformation and everything. Only now, instead of a delivery on 9th March it has become 20th March. How can that be? I was one of the first to place an order. Well try and place an order. The process was broken. I like many others was inconvenienced for several days in terms of frozen funds. I haven't threatened to switch my allegiance to the dark side as that is just a step to far, but the end result of this entire process is that the phone I ordered is now going to take 2 weeks longer to arrive , through no fault of mine as I see it. Samsung and Klarna continue to wring their hands on this and I genuinely haven't seen or heard of one case where they have done anything to "compensate" those of us who got mixed up in this. I use the word "compensate"advisedly, in my context that would mean simply restoring the status quo and giving us access to those early deliveries that we were denied access to because of their issues. I waited so long because I was told to? How was that helpful in the long run? Apologies for the long story, but even though I've still purchased the phone I want Samsung to have a record of what an utterly miserable process it was and how shockingly poor their customer service has been throughout. ... View more

@AidenC wrote: I recieved the below from Samsung Facebook account, they say the problem is fixed and for me to apply again, I think they are missing the point:   We're sorry to hear that. In regards to the payments you've made, these are refunded if the preorder isn't made successfully. We are aware of some issues impacting people with going through the Upgrade Programme. A fix has been implemented and you can use the ‘Sign the Agreement’ element of the Terms and Conditions. Once this has been done, you should be able to sign the agreement on any browser and as a part of Klarna’s standard credit application you need to review the Terms and Conditions of the agreement in its entirety by scrolling down to the very bottom. The “I sign the agreement” button will become available and you will then be able to proceed by clicking on that button. This will complete the credit agreement. Once the agreement has been signed, Samsung will then be able to create an order and issue the order confirmation email. ^AM     Hi @AidenC, I do sincerely hope that was sent by someone not fully in the loop because its no help at all for those with decimated credit records and just generally isn't acceptable in any way as an apology. Given the disjointed communications we have received so far, I for one am not be prepared to beta test the process,  so much more effort required on their part is required before I will re-engage. ... View more

So apologies for being dim, but how do I reply to the pm just received via email?   ignore. Sorted 🙂 ... View more

@SachikoT wrote: I've dropped PMs to @AidenC , @Quality420, @Lochaos , @Sam_UK @Grzegorz79. Other PMs will have been sent by @Sam_UK, do check your inboxes.    If you haven't received one for any reason.... Let yourself be known in the thread by tagging me @SachikoT     I'm going to be around for a few more hours. We will be escalating all of your experiences, so if you need more time, don't worry.    ^SachikoT I've heard nothing so far....  ... View more

Complain to the CEO, I just have, now whether it gets any action, i dont know buit it cannot hurt?   Done.  ... View more

@Sween20 wrote: ...  The interface for the Klarna employment and personal details was simpler in Edge and worked better.  This time the order was acknowledged and the Samsung and Klarna emails came through instantaneously. What cruel irony it will be, if after all the talk of increased integration between Samsung and Google at the launch event, that the least compatible browser for the upgrade is Chrome... ... View more

Just received this. Think it applies to all of us that were unable to digitally sign the agreement at the end of the process.   Clearly then no contract or agreement to follow if ALL pending deposits are being returned.  It does then raise the question over what they want to do over the multiple successfuk credit searches that yielded no agreements...  ... View more

Congrats to those of you that have managed to get through this awful process. My update, 3 days (72 hours) after my first attempts to place an order is as follows: My bank is still showing 3 deposits of £120 each pending to "KLARNA SAMSUNG CHERTSEY SE" No further response from Klarna following my long call with them yesterday and escalation to "special team" for investigation. I have a Direct Debit confirmation email I have Screenshots of the 3 contracts that I was unable to digitally sign on three different platforms (PC, Tablet and Phone) There is 1 hard and multiple soft searches on my credit record Still NOTHING whatsoever heard from Samsung themselves, apart from a reminder email yesterday that my upgrade window is open to use the Upgrade program!!. So no order registered, no acknowledgement (directly) of an issue, no apology, literally bugger all, even though they will be very aware that I have made 3 attempts to follow their upgrade program.  This is the 2nd largest technology company in the world, can they really not fix this issue or even have an inkling of what fair customer service looks like? Other than @AntS on here, who is clearly hitting the same brick wall as us, its utterly disappointing. I find myself paralysed now as I refuse to attempt to place yet another order and face another deposit/credit search etc, although I know as it stands no there is no "formal" completed order on anyone's system, be that Klarna or Samsung, due to the greyed out button problem. So unless "they" follow the trails of any of my failed attempts to order, (which are plain for them to see whatever they say), and confirm an order on the back of that,  then it looks like its game over for me. ... View more

An email just received from Samsung direct. Are they finally making contact to advise they have sorted things....?     Some hope! ... View more

I have been on a chat with Klarna this morning having been asked to reach out to them directly on Twitter last night. The one comment of note was as follows: "We are currently aware that Samsung are experiencing a technical issue affecting the Samsung Upgrade Program. We are at this very moment working with them to fix this and can assure you that the issue will be resolved as quickly as possible" My complaint has now been escalated to a "specialist" team and I should hear back in 2-3 business days. So whilst the time scale is still unacceptable, at least its more acknowledgement that the problem IS being dealt with. So all of you in the same position (3 deposits pending, multiple credit searches and no confirmed order), just hold your nerve for now and lets see if Samsung and Klarna can step up to the task and make things right for us all...    ... View more

Well I have the same issue here. Tried 3 times on 3 different devices, One lapop, one tablet and existing S10. Same everytime. Get right through to the end and am unable to sign the final document. As with eveyrone else, I have received my DD agreement and I can now see 3 pending deposit payments on my bank account. I have spoken to Samsung who say it is a fault with Klarna. Klarna say they have no record of the transaction (even though I have screenshots of the agreement and the DD email and pending Klarna payments at the bank).  Overal utterly shoddy outcome, after such a glitsy unboxing presentation yesterday. It is not the kind of customer experience that you should encounter when trying to purchase £1200 of tech equipment. And the blame passing just adds insult to injury. Shame on you Samsung!!! ... View more