"I had been having issues with my Nikon 80-400mm VR lens and wanted it repaired before I take a trip next week. So I sent the lens into MackCam the 20th of last month for warranty service.

I am still waiting for my lens and my trip is next Wednesday. I have more than one extended warranty for my lenses and this is really bothering me that I have paid for a service and I still do not have my lens.

I called the company on Monday and was assured a manager would call me back. Well it is Wednesday, 48 hours later and no one has called.

I am none too pleased with the service I have received so far. The next time one of my fellow photographers ask me about MackCam's extended warranty, what do you think I am going to say?

Update 05-20-2009 Eric from MackCam has been working with me since this morning to resolve the issue I have been having with my lens. Some adjustments have been made and they can not replicate the problems I had been having, and will ship the lens back to me today to test on my trip. If I have any more issues after my trip, the lens & camera body will be shipped to them to determine what the problem is.

I have to say I feel much better about the service at MackCam now. Will keep this updated as things progress.

May 27, 2009 I've had a chance to shoot about 18 gigs of images using the my lens after MackCam shipped it back and the issue I had been having with it has not happened again. Thanks for getting the lens back to me in time for my trip!"

"Where do I begin. First, let me state that you should never, ever, ever, ever do business with Mack Camera. In fact, I wouldn't even do business with a company that is re-selling Mack camera products because they de-facto selling you a guaranteed nightmare you're going to have with Mack camera customer service.

Now for my story. I purchased a 5 yr extended warranty from Mack Camera. Back in 2009 my camera broke and couldn't read the memory card, so I sent it in for repairs. It took a month and a half before I got it back. First they said they had to wait for parts from the manufacturer, then they said they had to send it to the manufacturer.

Fast forward to June 2011. I have the same problem (camera doesn't read memory card), so I send my camera in for repairs. Again, over a month and a half before I got my camera back. But low and behold, when I get the camera back, it's not even fixed! Sooo... I sent it back to Mack Camera and waited over another month and a half for my camera. They said they had to ship it back to the manufacture to get it fixed. Why didn't they do that the first time. Finally got my camera back and guess what? That's right, it's still broken, but this time they broke the display on my camera.

Please do yourself a favor and save yourself from this type of frustration and don't buy Mack Camera warranties or products. You'll only have yourself to blame if you do."

"My Canon G7 needed repair! I had a warranty I bought from Mack right after I bought the camera. After 1 year and some months the flash went out completely and when I went to download any pictures the camera would turn off automatically instead of downloading. These 2 problems happened at the same time. I sent it in and they fixed the flash but the camera still turned off when I would download any pictures. I called right a way and they were very courteous and said they would send a repair ticket complete with postage paid both ways. I did pay the first time both ways and was happy they would pick of the postage on the 2ND repair. They fixed it and this time sent it without me asking 2 day Fed-Ex from their east coast location to the west coast
to me in Seattle, WA. It was fixed 100%. When this first happened I couldn't' find my info but called anyway to see if they could help. The customer service lady was very nice and asked if I had registered it within 30 days after I bought the warranty? I said yes and she found my info with all of the numbers and dates. I had been concerned with some of the negative posts I read at that time on this site. They could have made me look for it and who knows if I ever would have found it. There was no hint of hesitation to help me and I thanked them for that. They didn't have to do this as it was my responsibility to have it. For the negative posts here I want to say I believe them. I can only speak for myself and that is exactly what I am doing. For me when I received the information I filled out the form "EXACTLY" as instructed to. They handle hundreds of packages a day and if the instructions are not followed your item for repair can get lost. I made copies of everything for my records and it went through their system without a hitch both times. It did take awhile (3-4 weeks each time turn around) but their updated page with your information lets you know where your item is in the process of being repaired. Time was extended because they had to order parts for the camera. It took about 2 days to get the parts both times. I can see if I didn't follow their instructions it would get lost. I'm not referring this to anyone who has a complaint. I am sharing this with all of you for your own information. Follow the instructions to the letter. It is the only way to move your item for repair through their large system. What made me trust them from the beginning was they didn't have to acknowledge I was even registered. I have a 5 year warranty and Canon would have charged $160.00 plus postage both ways and insurance for this repair. I see since the time I visited last they have has a string of positive comments here. When I decided to send my Camera in repair I told myself I will file a review regardless of what happens. I have to say I was pleasantly surprised when they helped me with my missing information. They found my info in about 10 seconds. I wouldn't hesitate to recommend them to anyone. Thanks, Deek "

" I bought a 3 yr pro warranty on a Nikon D2X in 2006 from Beach Camera. In December I was having issues with the power, sent it in they replaced the main power board and also got a complimentary ccd cleaning! received the camera 5 days later like new. Great job "

"This is a follow up to my prior post. After I posted my review, I was contacted by Dave from Mack Camera and he apologized for the delay and promised that the Camera would be repaired and shipped within 2 business days.

I now have the camera back and I am happy with the service they performed. They even fixed a few things that would not normally be covered under "manufacturer's defect".

I was told that Mack Camera is undergoing some changes to make their customer service department better. If they had just communicated to me better and set proper expectations, I would not have been so upset.

I appreciate the attention that Mack Camera gave me and I think I would be willing to give it a try again.

Thanks!

____________________________________________

I am a professional wedding photographer and my D2X has been at Mack Camera for almost 30 BUSINESS DAYS. Since week 1, the status has said that the camera is in line with a repair technician. I called 2 different times and both times the support rep. said that they would talk to a manager and get back to me. Guess what. I never got a call back both times. When I called a 3rd time, I was told that the camera will be looked by the technician this week. At this point I have just given up. What else can I really do?
The SLA on the website says that the turnaround time for professional cameras are 10 to 15 business days. At day 30, the camera still hasn't been looked at. Who knows how long the technicial will take once its on his table.Thisis unacceptable. I am putting my job at risk by not having 2 professional bodies.
I am hoping that one of the supervisors/managers from Mack Camera is reading this post and will respond with a good news for me. BTW my RA# is 293527
At this point, I can't even imagine buying Mack warranty for my equipments again. Will I recommend Mack warranty to my fellow photographer friends? Probably not.
I am just hoping that Mack Camera will do a fabulous job on the repair and I will not have to blog about my experience or share my comments on PPA website or other discussion boards. I know I am just one customer, but I can reach a lot of potential customer. Thanks to the power of social networking.
"

"I have a 3 yr warranty with them and a 3 yr bulb warranty on my LCD projection TV. I needed a bulb and they sent me one right away. No hassles, no problems.

When I buy an expensive item again I would certainly consider them for my extended warranty."

"Last year when I purchased my TH-PZ700U I felt a little uneasy about forking over the extra money for an extended warranty. I usually never purchase them but for some reason decided to on this TV. Lucky me, as my beloved TV blew a gasket over the weekend and would not come back on.

Monday morning I called Mack support and was provided a control number within several hours. They approved a technician to come out to my location later that day who repaired my television very quickly.

The turnaround time on this warranty service was unbelievable. Same day service, no money out of pocket, and a very friendly support staff makes me feel very comfortable to recommend Mack to anyone looking for a nice warranty on their large purchases.

GREAT JOB MACK! You provided peace of mind at less than half the price that Best Buy would have charged me for this warranty."

"This was easily the best warranty repair process I've ever been through. I have a Dell XPS M170 laptop that was malfunctioning by overheating, and it wouldn't recognize an AC adapter so the battery wouldn't charge, and I couldn't get it powered up. I filled out the online warranty request, and got an email with simple step by step instructions for sending the laptop out.

When sending it in, I was expecting to play a waiting game, and their website clearly outlines it's 15-25 business days on average to repair. Not only was that expectation exceeded, but I got constant email updates advising what the status was and was never left wondering. Mack received my laptop on 1/5/09, and I had it back at my house fixed on 1/20/09. I had braced myself for 2 months without my laptop, and only had to deal with 2 weeks. I didn't get any runaround at all, no denial of service, they came across as if they wanted to fix my laptop instead of it being a burden, and they care about their reputation. I would recommend Mack Camera to anybody. "

"I'd like to leave a positive feedback for MACK Camera, more specifically for Dave at Mack.

He helped me sort out my issues with my JVC 61" LCOS. The replacement part was deemed too costly (~$1800) so they offered a replacement of my choice within a price range. Ultimately, MACK replaced it with my choice, a Panasonic Plasma (50PZ85U).

As my luck would have it, there were some issues (a badly scratched plasma was delivered) but Dave was there every step of the way to make sure that I was happy and that it was replaced, even during the hectic holiday season. He was very helpful, courteous and professional. "

"I purchased a Mack Warranty for my Panasonic Projector. My projector bulb died with less than 1000 hours on it. I purchased a new bulb for the projector and Mack reimbursed me for the cost with no hassle. I recommend Mack warranties to family and friends when they are purchasing new flat panel TV's or projectors. This provides excellent piece of mind for this type of equipment. Thanks everyone at Mack for an excellent experience.
JD"

"I paid for a bulb warranty for my JVC RS1 projector. It popped. Once I submitted all the appropriate paperwork, I was fully reimbursed for the cost of the bulb, including tax and shipping.

The warranty has already paid for itself, and then some. Highly recommended."

"Do not purchase an extended warranty from Mack Camera. They had my item for 30 days before telling me they would not repair it!--- I purchased a 3 year extended warranty for a Toshiba MP3 player in June 2006. Recently I had to arrange for a service authorization with Mack Camera to get the OK to send the item in for warranty repair. This is what I submitted to Mack as the reason for return: "Plate pieces on both top and bottom of unit are very loose: bottom one is almost ready to disconnect. Also there seems to be a slow down in the reaction time when changing songs recently". I sent the device well packaged with the authorization and copy of warranty, along with the $20.00 they required to ship back the repaired item to me. UPS tracking showed Mack received my package on 12/8/08, while Mack did not email me a receipt until 12/17/08. Then on 12/18/08 I checked their status page ("so I can easily keep updated on the status of my repair", what a joke) which only said "a Mack Camera representative is currently attempting to contact you"; they have my phone numbers and email and couldn't contact me? There was no change to that status report every time I checked it until today, January 6, 2009 when I had a message on my home phone that stated that my unit would not be covered under the warranty because it "has physical damage to the unit", and it will be sent back to me un-repaired. My issue is that my written request stated there was a physical problem (plates coming loose)and they should not have even put me through all the time and hassle of packaging, filling out their forms, $9.04 to UPS to ship to Mack, plus $20.00 from me to Mack for return shipping, then have the unit in their facility for 30 days before they tell me this information! This is not reasonable customer service. I could have put that $29.04 towards a new player instead of wasting it in this way.

UPDATE: 2/2/09 Shortly after posting my review, I was contacted by Dave at Mack Camera. He apologized for the long delay in processing my repair order, and agreed that an email up front from their company would have been in order to let me know they would not repair any cosmetic/physical damage to the unit before I bothered to send it in. He did refund the $20 which I paid to Mack for return shipping on the unit. "

"I bought a Stylus 725 on ebay on june 19 07 with the warranty from mackcam (3yr digital under 250). My camera is not working now. It is not turning on toake picture or video. I have the shipped the equipment via fedex to them. I will keep an update to see how long it take for them to fix it. tim
So far I have gotten no repsond from the warranty department on my camera. 12/30/2008
Update
I got my camera back on 1/7/2009. It working perfectly. Great Service"

"We bought a 3 year extended warranty from Mack Camera Service on 12/15/04 on a Sharp 32" HDTV. Please be advised that Mack Camera Service is extremely difficult to deal with. So far I get the impression that the last thing they want to do is honor the warranties they sell. It has now been three months since we received an official "control number" from them (which expires after 90 days by the way). After endless delays on their part and numerous phone calls from me, they are now demanding to ship the TV from the local repair shop in Pheonix to their repair shop in New Jersey. I can only imagine how long it will linger there. Please note that I am only submitting this review as a public service. While an extended warranty on an expensive piece of elctronics might seem like a good idea, what good is it if you can't get the repairs made? Update (12/11/2008) - the latest is that Mack Camera Service couldn't get the part to fix the Sharp HDTV and so they are sending me a new LG 32" set. While their customer service certainly needs improvement, I must admit that I been apologized to profusely by mgmt. Once the new TV gets here and I make sure it works, I will update these comments. 12/17/2008 - we received a refurbished LG 32" HDTV, I have tested it, and now consider this complaint resolved. "

"I had a problem with a product warranty when a company I bought from online issued me the wrong warranty. Mack Cam helped me to rectify this human error and, although they weren't able to let me buy the warranty I wanted to be under, they did ship a new digital video projector bulb (about a $300 part) out to me free of charge. Based on my own experience, I would work with them again. I can't comment on their warranty service work though because I have yet to use it, but when/if I do, I will make comment. "