October 2026 by Conclusion Given, but No Supporting Explanation
My experience relates specifically to the Doncaster branch during a Samsung warranty assessment.
The engineer concluded that a fault with my TV was the result of customer-caused physical damage and therefore not covered under warranty. I fully accept that warranty assessments do not always favour the customer, and I am not suggesting that every rejected claim is incorrect. My concern is that neither the engineer nor Martin Dawes ever explained how they reached that conclusion.
The TV had initially developed intermittent shutdowns before progressing to a faint image with sound but no apparent backlight operation. A small white defect then appeared on the screen and continued to change in size and appearance over time. The assessment appeared to focus only on the visible defect, with no explanation of how the other symptoms supported the diagnosis.
I repeatedly requested further information but was never able to successfully contact the company by phone despite multiple attempts, and my emails went unanswered.
What I found particularly difficult to understand was that the defect appeared to continue changing over time, including while the TV was in Martin Dawes' care. No explanation was provided as to how this aligned with the diagnosis. Equally, although the conclusion was customer-caused physical damage, there was no visible sign of external impact or damage to the television itself.
My dissatisfaction is therefore not simply with the outcome of the claim, but with the lack of communication and transparency surrounding the assessment. Had a clear technical explanation been provided, even if I disagreed with it, I would have been able to understand the reasoning behind the decision. Unfortunately, that explanation was never given, which left me with little confidence in the assessment process.
September 2025 by carly tucker
Avoid this company! Unless you are happy to have phone calls and emails ignored, wait ten days for someone to come out and look at a broken appliance only to have an incompetent engineer come to repair said appliance and end up leaving you with a leaking water pipe causing damage to your flooring. Then, after zero communication, ring to say they?re half hour away with a new appliance after previously being told they couldn?t replace it as they had none in stock!
Still waiting for a response from the end of August. I?m sure if I cancelled my payments they?d soon get in touch! Awful customer service.
If I could leave a zero star review I would!
September 2025 by Joe Morley
Inconsiderate parking - double parked and blocking pushchair and wheelchair users
June 2025 by tabatha kon
I was given Martin Dawes as Samsung approved repairers. I was concerned about £100 call out fee and poor reviews. My experience however has been excellent. Included in the £100 has been 2 visits, several hours labour and a part. My 7 year old American fridge freezer is now fully functional again, and if I need anything else doing in the coming 3 months time, it?s all covered in that upfront cost. I think that?s actually amazing value.
May 2025 by Jessica Jay
I was DREADING our home visit that Samsung organised due to all the negative reviews on google about this company? however I had a VERY different experience.
I?d like to praise how efficiently and respectfully James fixed our washing machine today. My husband made James aware that I have contamination OCD and find it hard having people in the house. He put foot coverings and gloves on and limited what he touched. He was more than accommodating and fixed the machine quickly but also explained the issue. Great experience overall!
Thank you James, kindness costs nothing but we?ve had very negative experiences before when asking people to be mindful of my issues when doing work in the house.
November 2024 by Herish Khidir
Absolute worst company I've ever dealt with! I took my SAMSUNG 8K TV .after SAMSUNG send me there I told them my tv lost a little bit of clarity after they charged me £35 just to get model number of the tv after afew days they said you need screen replacement £1500 than I said no .when I went pick up the tv they completely damaged the screen and they said they never took the tv out of the box but you could see there finger prints all over the screen.. I asked about the cctv they refused to show me they are very dishonest people before I take the tv for repair the tv was ok you could hardly notice the clarity..but after they completely broke the tv ..not recommended to anyone!!!!!
October 2024 by Adi Fowler
Called Samsung re washer due to breakdown, they arranged Martin Dawes to sort the warranty repair. When i read the reviews before they came I was expecting problems however they came first thing, had already got the parts needed to repair and it was repaired and back up and working before he left. Also explained what had broken before he left. Very pleased, verry positive experience with them.
August 2024 by Joe Cox
Although I was skeptical around TV repairs judging from previous reviews, I was delighted to find they delivered exactly as promised.
I requested an email chain as to ensure promises were kept, they were communicative, and it took a week from collection to completion and return delivery.
4/5 stars simply because the price changed slightly, but this was simply an error from back office who I?d essentially forced to share me a screenshot of the LED price from their supplier - something that changes daily, and can?t be garaunteed to be accurate, it turned out.
July 2024 by Brandon Guy
Absolutely appalling service. I called up for a quote on a repair and they proceeded to hang up on me mid sentence when I said I wasn't interested. £99 to simply look at your device.
June 2024 by Howard Paul
Bought tv from them only to be told no stock
Tried selling me one for £60 more
Still on internet at that price
Why advertise and no stock ???
April 2024 by Michael Cunningham
Engineer call out for the 3time by John Lewis. Looked at the tv again and said there is a software fault ( but told John Lewis no fault ) I should have Suspected when the engineer walked in without any tools to have a look at the tv.
WELL DONE HARRY
April 2024 by Joe O
Terrible experience with this company. Only used them as they are the company Samsung recommend. Had a leaking fridge freezer. When we phoned them they were available 2 weeks later. They came and spent 10 minutes trying to diagnose. Seemed the problem was fixed until the leak retuned 2 weeks later. Rebooked for another 2 weeks time. This time the engineer never arrived. We spent 2 hours on hold trying to get through, eventually got through to a rude receptionist telling us the engineer had called in sick. So we rebooked for another weeks time. A different engineer arrived and did exact same as the previous but said he did it better. He also said that if the leak did return we would have to replace the whole unit as the insulation is damaged and that they wouldn?t return. No surprise, 2/3 weeks later the leak returned. We gave up with this company and booked a local engineer to have a look. And they fixed the issue within an hour properly diagnosing it the issue. Definitely would not recommend to anyone.
March 2024 by Alexandra Osman
Terrible
February 2024 by nick longhorn
My TV developed a fault under warranty, Martin dawes approved repairer. Had my TV over 5 weeks . Finally got a text message saying would be delivered 5 days ago as of this date . Didn't turn up ,no message no call tried ringing don't answer phone or return messages .Still non the wiser about when getting my TV back .Worst company I have dealt with .
February 2024 by Jennifer Burr
They were recommended by Samsung after our Washer Dryer broke. We have been without a washing machine for three weeks now. We?ve had the engineer come to ?fix it? twice, and the second time he came with the wrong part ordered. No apologies or reassurance that this would be fixed immediately. We have spent hundreds of pounds taking our clothes to the launderette whilst they take their time to do their job. And the best they can offer is another visit in a week?s time and £14 off our bill. Avoid at all costs, they?re highly unprofessional and have no respect for their customers.
