The Official Mack Extended Warranty Thread - Page 4 - AVS Forum
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post #91 of 98 Old 03-09-2012, 07:43 PM
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I purchased one of these Mack Camera International extended warranties through an online Australian supplier. The warranty cost $99.90AUD for 3 year cover on an LCD telly costing $199AUD. I contacted Mack Camera for warranty service on 23 Jan 2012. This is just to first get an authorisation code to even go and get a repair quote! They promised to get back to me within 24-48 hours. This did not happen. I chased up Mack Camera and sent a complaint to the original seller of the warranty and received no response from either. On 15 Feb 2012 I filed a complaint with Australian consumer affairs in the jurisdiction of the seller of the warranty. On 01 Mar 2012 Mack Camera sent an authorisation code to go and get a repair quote, 5 1/2 weeks later! Wonder how many weeks it would take to actually get them to then authorise the repair and pay for it? Anyway, moot point. I have thrown out the problem telly and re-purchased a new one since filing the legal complaint. Just how long do they expect one to wait for a response before one decides to give up? When I initially filed my warranty service request on their international claims site, I noticed they had a forum on there. When I looked at it, it was full of people complaining about no response from Mack Camera. So, I was not terribly surprised to have the same experience. Today when I looked on the site, the forum was completely empty!. Mack Camera had removed all the complaints! I am finding that many companies in Australia are now starting to offer these Mack Camera international extended warranties. For this reason I have decided to make this complaint and warn people against buying this American extended warranty if they live outside the USA. When they don't honour the warranty it is impossilbe to take any legal action against them directly.
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post #92 of 98 Old 03-12-2012, 06:06 PM
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Quote:
Originally Posted by Lilly999 View Post

I purchased one of these Mack Camera International extended warranties through an online Australian supplier. The warranty cost $99.90AUD for 3 year cover on an LCD telly costing $199AUD. I contacted Mack Camera for warranty service on 23 Jan 2012. This is just to first get an authorisation code to even go and get a repair quote! They promised to get back to me within 24-48 hours. This did not happen. I chased up Mack Camera and sent a complaint to the original seller of the warranty and received no response from either. On 15 Feb 2012 I filed a complaint with Australian consumer affairs in the jurisdiction of the seller of the warranty. On 01 Mar 2012 Mack Camera sent an authorisation code to go and get a repair quote, 5 1/2 weeks later! Wonder how many weeks it would take to actually get them to then authorise the repair and pay for it? Anyway, moot point. I have thrown out the problem telly and re-purchased a new one since filing the legal complaint. Just how long do they expect one to wait for a response before one decides to give up? When I initially filed my warranty service request on their international claims site, I noticed they had a forum on there. When I looked at it, it was full of people complaining about no response from Mack Camera. So, I was not terribly surprised to have the same experience. Today when I looked on the site, the forum was completely empty!. Mack Camera had removed all the complaints! I am finding that many companies in Australia are now starting to offer these Mack Camera international extended warranties. For this reason I have decided to make this complaint and warn people against buying this American extended warranty if they live outside the USA. When they don't honour the warranty it is impossilbe to take any legal action against them directly.

Hi! My name is Desiree and I am the Customer Relations Supervisor for Mack Camera. I would like to apologize to you for any inconvenience and/or delays that we may have caused. I would like an opportunity to give you proper resolution. Please be kind enough to provide me with your ticket number so I can look into this further. I can be reached via email at helpdesk@mackcam.com.
Thank you,
Desiree
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post #93 of 98 Old 03-13-2012, 06:41 PM
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Quote:
Originally Posted by Mackcam View Post

Hi! My name is Desiree and I am the Customer Relations Supervisor for Mack Camera. I would like to apologize to you for any inconvenience and/or delays that we may have caused. I would like an opportunity to give you proper resolution. Please be kind enough to provide me with your ticket number so I can look into this further. I can be reached via email at helpdesk@mackcam.com.
Thank you,
Desiree

Hi, the ticket number is 2752. Someone named Nicole H is the person who sent me an email on 01 Mar 2012 advising I can finally get a repair quote. When I then advised her of the situation status she apologised for the poor customer service and closed the ticket number deeming it solved.
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post #94 of 98 Old 03-14-2012, 04:11 AM
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Originally Posted by Lilly999 View Post

Hi, the ticket number is 2752. Someone named Nicole H is the person who sent me an email on 01 Mar 2012 advising I can finally get a repair quote. When I then advised her of the situation status she apologised for the poor customer service and closed the ticket number deeming it solved.

Thank you for the information. I will contact the international claims department and get back to you as soon as possible.
Thank you,
Desiree
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post #95 of 98 Old 03-19-2012, 02:31 PM
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Originally Posted by Mackcam View Post

Thank you for the information. I will contact the international claims department and get back to you as soon as possible.
Thank you,
Desiree

This matter has now been resolved. Thank you Desiree for your help amd intervention. I hope this experience encourages your international dept to honour their obligations.
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post #96 of 98 Old 03-21-2012, 11:58 PM
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I can't find it, but a few years ago when I bought my JVC RS10 I saw a post by someone at Mack saying that the extended warranty could be purchased any time during the original mfgr's warranty period.

Then some time later I thought I saw reference to it needing to be purchased within 30 day after purchasing the projector.

My warranty is almost up and I've decided to keep the projector for a couple more years, and I'd like to buy the extended warranty.

Can I or can't I?

I'm a previous Mack customer if that matters.

Thanks

[edit] I just noticed this was a flat panel forum, but I wouldn't think it matters

Noah
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post #97 of 98 Old 03-22-2012, 12:22 AM
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According to their terms, there needs to be at least 90 days left of the factory warranty.

http://www.mackcam.com/servicecontra...d=69&row_id=58


"The video equipment registered below is guaranteed to operate properly according to manufacturer's specifications for a period of 4 additional years from the expiration of the manufacturer's warranty or we shall repair same to operate properly. This service contract may be purchased for New Products with at least ninety (90) days remaining on the original manufacturer's warranty. You must register this warranty within thirty (30) days with Mack Camera by visiting us at our website www.mackcam.com or by calling us toll free at 1-800-252-MACK (6225) or 973-467-2291."
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post #98 of 98 Old 01-22-2013, 08:44 AM
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TapeWorks Texas Inc is still available to all of your Mack Cam extended warranty needs! I have been the Sales Manger here at TapeWorks Texas Inc for the past 11 years and am available to any of your questions or concerns. Please PM me or you can contact me via scott@tapeworkstexas.com
I look forward to continuing to assist AVS members with their AV and Warranty needs!
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