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| Mack Camera & Video Service / The Mack Camera Store Customer Reviews |
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Reviews 1 - 15 of 34
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2/27/09 12:04 AM
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 a... Read MoreMy 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 This review was modified by its author, Deek666, on
3/1/09 5:14 PM.
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11/2/09 3:25 PM
Got a Mack Warranty with my Canon 40D as part of a package. It didn't cost extra for the warranty so I figured I might as well register it. Camera shutter blew up after two summers of hard shooting. I could have sent it to my insurance company for $100 but luckily found the Mack Warranty in my files. For $10 return shipping I got a new shutter in the camera. Not I have a brand new camera. I was emailed as soon as it arrived and they emailed me with an update that they were waiting for supplies and that it would be like 7-10 days. Got it back in 2-3 weeks but was missing a camera cap. Just tweeted @mackcamera and they are sending the replacement cap. I am a Pro photographer and I have used multiple places for warranties. I think Mack did a fine job and I would use them again. Thank you Mack. Of course, I haven't put the camera through a workout yet but I still have over a year left in this warranty.
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10/27/09 5:22 PM
Bought a Mack bulb warranty through third party two years ago. My projector bulb finally gave in and I used my Mack warranty service and requested a replacement bulb. The first bulb I received was an after market bulb that I was not happy with. I contacted Mack and they replaced it with original Sharp bulb without any issue. I am completely satisfied with the way Mack Camera handled my warranty service request. First rate service all around.
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10/7/09 11:34 AM
I purchased a Mack warranty through my television dealer when I bought a Pioneer Kuro Plasma TV. Due to the dealer going out of business, I never got the warranty. Dave at Mack Camera put in a lot of time and effort working both with the TV dealer and myself (as well as several other customers of the dealer) to get the situation resolved. His communication was great, and he was honest and empathetic with both sides in the dispute and really helped solve what could have been a nasty, messy situation.
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9/30/09 10:54 AM
I sent my Nikon DSLR camera on July 28th and have a receipt that it was received at their location on July 30th. It was not actually entered into their system until 8/7, then after being "in line for technician" for almost a month, they discovered they couldn't fix the camera and had to send it to Nikon for repair. They approved the estimate from Nikon on 9/16. As of today, 9/30, it is still at Nikon, waiting on a part. Needless to say, I am feeling like I have been taken. Why does it take a month for ANYTHING to be determined with the camera??? I am missing my shots of my children in their activities and those are memories I will never ever be able to get back. By the time I get this back, if I get it back, I will have missed my daughters complete fall softball season, my son's football season, and most likely miss their birthdays. I have tried to keep patient but have lost my faith in this company for their warranty work. Their "repair or replace" policy as I was sold on is in my eyes useless. Why spend the money on this if I'm going to be without my camera for months on end. I would recommend that before anyone purchases an extended warranty from Mack that they realize that it will take months to get your item repaired!!!
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9/23/09 8:21 AM
One thing to consider in my review, I am not at all, generally, a fan of warranties. I avg a minimum of of $2K electronics purchases a year, and the bulb warranty for my projector was the first warranty, of any kind, that I've purchased in the last 10 years. The possibility of failure, coupled with the warranty cost to part replacement ratio made this a logical purchase, though.
Final Summary for the warranty.
Cost: A
In a perfect world, everything would be free but their price is VERY competitive. I made my investment back several fold
Ease of Warranty: B (so far at least)
Pretty straightforward and simple all the way through. Only thing keeping them from an A is having to provide the original receipt for the purchase of the warranty in addition to everything else. From what I remember, they were very clear upfront that it was needed for warranty claims but it could have been a real headache had I misplaced it.
Turnaround Time: A
My target for satisfaction was to have it in less than a week, which they accomplished.
Customer Service: A-
Response time to an inquiry was less than stellar through e-mail, which I give a B-, however, Mackcamera (a company representative on AVSForums.com) was AWESOME, which was deserving of an A++.
Overall: A
Well worth the money and a purchase I'll gladly make again. At this point, I wouldn't consider any other warranty company for bulb protection.
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9/21/09 9:28 AM
I wanted to wait and see what the response was on why it was shipped to the wrong address after the correct address was given and "made a note of". They put the blame on the shipping department and offered nothing except apologies. Said something about paperwork needing to be with the camera. That's what return addresses are for. Now, I have to have my Mom send me my camera. So, I have to wait some more for the inconvienance of it being shipped wrong.
Plus, they had my camera since the beginning of August...it is now almost the end of September.
I guess I shouldn't complain as this warranty came with the camera, but they aren't very good about keeping you in the loop. This review was modified by its author, shuckymomo, on
9/21/09 9:32 AM.
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9/3/09 3:34 PM
I purchased a 3 year warranty on the lamp in my digital projector. After 2 years lamp/bulb failed under normal use.
I contacted Mack via e-mail and had prompt, usually same day responses. A new bulb was shipped out and all is good.
Definitely recommending them to other based on my positive experience. More details can be found at avsforum.com
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8/31/09 2:37 PM
When buying my new projector I purchased a 3-yr warranty (color wheel spin on my last projector prompted this) and the 3 yr bulb warranty (projector is my primary tv). Had no previous experience with this so wasn't sure what to expect. After 16 months I got the replace lamp message. I called them tuesday morning and had a tracking number tuesday afternoon for a replacement. Three days later the replacement arrived. No problems, no hassles. Next big purchase WILL have a Mack Warranty attached to it.
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8/21/09 4:20 PM
Purchased the 3-year diamond warranty on a Nikon DSLR through my local photography store at their recommendation. Submitted the camera for repair, through my local photography store, on May 21, 2009. Even though Mack advertises 15-20 business days for repair on DSLR, I did not receive the camera back until August 21.
Positives:
Camera appears to be competently repaired, and was cleaned.
Negatives:
Poor customer service, non-existent communication through the repair process. Unable to reach Mack via publicly-listed telephone, E-Mails went unanswered. Photography shop indicated that the camera was assigned to a technician 5 weeks after I submitted it, part had to be ordered and was told received in mid-July. According to the photography store, it was to be repaired and returned by third week of July, then last week of July...then first week of August. I had frankly given up hope that I'd get the camera back but it was returned the third week of August. About 12 weeks altogether.
Lessons learned:
1. Mack estimated repair times are not even close to accurate.
2. Work directly with Mack on the repair, don't use photography shop as the intermediary.
This review was modified by its author, tenorman1200, on
8/21/09 5:02 PM.
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8/13/09 7:21 PM
Do not purchase any warranty from Mack Camera! I called them when I had registered my warranty in January 2009 and spoke to a customer representative. I had asked if my 4 yr warranty for my DVD would cover any damage - water, breakage, etc. The customer service informed me that it covered anything. I was quite pleased when I heard this. However, when I sent it in for repair just less than a year of purchase in August 2009 - Mack Camera said that they cannot fix or replace a broken screen. Why pay for warranty if it does not work? I'd highly recommend having Mack Camera send their warranty terms and conditions before you give your money to them. And it would even be wiser to NOT BUY THEIR WARRANTY!! It does not work unless it's a factory defect!! Total waste of money! This review was modified by its author, Miss_tweetums, on
8/13/09 7:28 PM.
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7/30/09 11:58 AM
Good Investment:
I bought a Sony A100 in 2006, and it worked fine until April 2009, when it would not take pictures except sometimes in low light. I had bought a 5 year Mack warranty, so I sent it in for repair in May. The first time, they found nothing wrong, cleaned it and sent it back, but it was still not working (the repairman must have caught it during a "good" moment). So I contacted the company, got re-authorization and sent it back again. This time they sent it to the manufacturer for repair. I got it back today (end of July 2009) and it works great. They had to replace the CCD. Yes, it took time to get it repaired, but they were professional, did the right thing and now have another satisfied customer who will definitely purchase other warranties in the future.
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5/20/09 8:10 AM
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! This review was modified by its author, MiaM, on
5/27/09 5:07 AM.
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4/25/09 1:34 AM
Mack Camera and Video is the worst company I've dealt with in a long time. DO NOT BUY THEIR WARRANTIES, unless you NEVER WANT TO SEE YOUR CAMERA AGAIN. They've had my camera for over two months.
I sent my Pentax K10 because I was having an issue with my memory card not working in the camera. They said two weeks to repair it. I said ok, that sound reasonable. One month goes by and then they say we have to ship it to the manufacturer to get it fixed and don't expect your camera for another month. So it took Mack Camera a month to figure out they need to sent it to the manufacture and I'm without my camera for over two months now. They've basically, kidnapped my camera. DON'T DO BUSINESS WITH THEM! I'm really suprised that B&H Video would offer a product from such a shoddie company. My trust in B&H is a little damaged here. I assumed when they offer products from another company, that the company is reputiable. For Mack Camera that is not the case
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2/26/09 11:59 PM
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
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