"After having a little difficulty finding out the correct way to contact Mack regarding a repair request, I emailed them explaining what was happening with my TV. It was making a clicking sound for almost two minutes before it would come on. Shortly after sending my email I received a telephone call to set up an appointment. They were very good about working around my schedule. Two technicians arrived at my home when they said they would and made the necessary repair. I found them both to be extremely professional and willing to explain what they were doing. They were also able to answer some questions I had about my TV. I would clearly recommend them."

"Mack Camera did a great job overall with the service on my camera. I brought my camera in to get fixed. They were quick and professional as well as kept me up to date via twitter with the progress of my camera status. Great knowledgeable staff. I would definitely return with any other problems i encounter without hesitation. I'd recommend them to anyone needing a place to get servicing for their cameras. "

"DO NOT DO BUSINESS WITH MACK CAMERA: Terrible Customer Service who lied to customers. No willingness to fulfill the contract.

I sent in my Canon 5D Mark II for service and it was received on 4/28. By 5/4 the status changed to "The parts required to repair your unit have arrived and the unit will be repaired shortly." As of today, 5/27 there is still no change in status (their advertised average turn-around time is 10-15 days).

I sent 3 emails and never got a reply. They did answer the phone just to lie to get by, but no action:
- First time: rep said she needed to check and call me back within 1 business day: She never called me back.
- Second time: rep said it should be done at the end of that week (last week): It didn't happen.
- Third time: rep again said she would need to check and call me back within 30 mins: Lie again, never happened.
- Fourth time: same old story, that they would call me back, which I didn't accept as an answer. They put me on hold for 10 mins, then came back to promise me it would be done by the end of the week (this week).
- Fifth time: Today I called back to check, and the same old story (it'd be done next week). When I asked for an explanation, she said there is 1 camera in line before mine. I am not convinced that it would take a factory-trained technician, with all the parts ready, one week to repair a camera. But if that's the truth, then there is another unhappy customer who must have sent in his camera before 4/28 and still waiting . . . . .

I am raising the issue with all known online community to make sure people are aware of Mack Camera's reputation!"

"I purchased a projector lamp warranty from Mack Camera when I purchased my new projector in January. A few weeks ago the lamp began to start dimming dramatically so I initiated a replacement claim with Mack. They were diligent in replying to my questions via email and expedient in getting the claim resolved. The lamp I received was the actual oem bulb my projector uses and came with the complete housing. All in all the process was relatively painless, and I am perfectly satisfied with the service I received. No complaints whatsoever, and after this experience I will purchase more of their warranties in the future...there is no better customer endorsement than that!"

"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."

"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. "

"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."

"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!!!"

"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."

"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."

"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"

"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. "

"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.


"

"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! "

"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."