3 Years Extended Warranty, on Tumble Dryer

Grace007

I bought a Miele Tumble dryer and a 3 Years Extended Warranty, via Marks Electrical the company insurances is Pacifica Group.

Beginning of March 2026 an Pacifica engineer came out said it would need a major repair

Now 16th June 2026, still no repair, cannot get any time frame on this just excuses, from the escalation department " The parts on order "

Who now can I contact to complain about this have tried with Pacifica to get a full replacement but they insist " The part is on Order "

Anyone any advice.

Thanks

Aylesbury_Duck

When did you buy it? You may be better off going down the consumer rights route with Marks, rather than relying on the warranty.

Alderbank

This ^^

For example, your right to repair under the Consumer Right Act says that Marks must get the repair completed within a reasonable time and without significant inconvenience to the consumer. It might well be reasonable if they are genuinely waiting for parts for this 'major repair' but it could still be causing you significant inconvenience. The warranty probably makes no mention of time for repair or your inconvenience.

On the other hand, your consumer rights if you claim a refund due to the delay only entitle you to a partial refund based on the amount of use you have already had, hence @Aylesbury_Duck's question, whereas some paid-for warranties will give you a full refund if they can't fix it.

What does your extended warranty promise you?

Grace007

3 Years Extended Warranty,we are pleased to enclose your documentation and other relevant information.
UK Warranty CustomerServices
Your product(s) covered:
Covered Product: Tumble Dryer Warranty
Model Cover Start Date Cover End Date Cover Premium 23 February 2025 22 February 2028

£119.00 Cover Bought via Marks Electrical machine broke March 2026 one month out of manufacturer warranty

Grace007

Part been on order since beginning of March 2026 over three months surely they should offer replacement

if they cannot get the part

eskbanker

https://forums.moneysavingexpert.com/discussion/comment/82038090#Comment_82038090

That was why you were asked about what your warranty terms are, i.e. what does the documentation say about such scenarios?

Aylesbury_Duck

https://forums.moneysavingexpert.com/discussion/comment/82038090#Comment_82038090

You say "surely", but it depends on what the warranty says, as Alderbank advised, above. Does it promise a replacement if parts can't be fitted in a reasonable time? If it does, then tell them that and demand a replacement.

If it doesn't promise that, you have a choice to wait for the part to arrive and the repair to be done under warranty, or pursue your consumer rights with Marks.

Alderbank

'…I bought a Miele Tumble dryer and a 3 Years Extended Warranty, via Marks Electrical the company insurances is Pacifica Group…'

No, you didn't. The extended warranty sold by Marks Electrical is provided by Domestic & General. D&G don't do any repairs themselves, they contract out repair work to third parties (usually Pacifica, as in your case).

There are no time limits stated in the warranty although there might perhaps be an implied contract term that it should be reasonable.

The warranty is not responsible for your additional costs while the repair is pending, so you can't claim if you have to pay to get your washing dried.

If they cannot repair the machine or if it would cost too much, they will give you vouchers (for a company of their choosing) sufficient to pay for a similar tumble dryer. If they decide to give you vouchers any remaining warranty will be immediately cancelled.

https://markselectrical.co.uk/warranty

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/comment/82038090#Comment_82038090

Certainly not automatically, the warranty terms will state what happens if they cannot get the part… as its no the Miele warranty you will need to read your own documents as some will deal with replacing unrepairable machines, some just give you the cash value of the part and others its your own problem.

https://forums.moneysavingexpert.com/discussion/comment/82038197#Comment_82038197

If it's the same as the standard D&G policy then they will normally provide the replacement itself rather than vouchers, vouchers were reserved for cases where their supplier didnt have a suitable replacement. Last time I checked they used AO for the replacements but if they have done a significant deal with Marks they may deal with it differently rather than give one of their competitors the job of replacing it.

user1977

What sort of part, and have you checked for yourself about its availability?

Grace007

A Base Module I have contacted Miele direct 6 weeks ago they confirmed the part and said once ordered allow 21 days its in the insurance the following ……… WHAT IS INCLUDED
If Your Product suffers Mechanical or Electrical Failure, outside of the manufacturer’s guarantee period and Our customer
services team are not able to resolve the problem by telephone, We will, in Our discretion, decide whether to approve a repair. If
a repair is approved We will arrange for the repair to be carried out during normal working hours (Monday to Friday 8am to 5pm).
In some instances, We may decide (at Our discretion) to replace Your Product. In either case, it will be subject to the terms and
conditions below.4. We will arrange to supply and fit replacement parts or components where required. If You request any additional work or
replacement parts, You will be responsible for the additional cost. We are not responsible for any inconvenience,
consequential loss, loss or damage caused by delay in the supply of spare parts or components by manufacturers or their
suppliers or agents.
5. In the event that the parts for a Product are no longer available, or We deem the Product is beyond economical repair, We
will base Our settlement on the replacement cost of the same model or a similar model with similar specification at the time
of the breakdown.