I shall share my on-going experience with Mack Camera Warranty, and let you decide if they're a scam, or purely incompetent.
I've had the pleasure of dealing with Nicole and Cheryl at Mack Camera Warranty.
My first contact date with Nicole would be May 23rd. (Nearly a month ago)
Yet I'm still working on trying to get the television repaired.
The television I am trying to get repaired is a Samsung LN52A750.
The problem with the television is that the bezel was delaminating in the corner.
As it appeared the bezel was made from numerous compressed pieces of plastic.
As well as the front bezel actually coming apart from the back of the unit.
Seems like a minor quick repair right? Just replace the front bezel.
Apparently not so.
I'll try to explain my situation as briefly as possible.
To me it seems Mack Warranty tries to elongate the entire process in the hopes of you giving up.
I've had everything from Nicole blaming me for picking Lakes Electronics as the local repair center, and them taking long. (Though I didn't pick Lakes Electronics, as per her requests I located the nearest AUTHORIZED Samsung repair-center, Lakes Electronics is the only AUTHORIZED repair center that tends to South Florida)
When requesting to me called back the same day with an update I was promised by the supervisor Cheryl specifically she would call me back today, only not to be called back, because according to her she had "no updates" -
Lakes Electronics was not able to attain the part as Samsung had no ETA for when, or if they will attain the bezel.
Nicole's original response was to blame me for not wanting to wait for the bezel to come available with Samsung. My response was, do you really expect me to wait up to a year? She tells me, no one said it will take a year. My response was, has anyone said it won't be a year? There's no ETA.
So Mack Warranty Camera came up with a genius plan to attain the part, order it from a third party.
I specifically asked numerous times both Nicole and Cheryl if the part is indeed a genuine Samsung part, AND BRAND-NEW. I was informed by both of them that indeed the part was NEW.
The gentleman from Lakes Electronics came to install the part this past Saturday.
The part was packaged without foam support, only with paper and inflated packaging material as it's support. It had no plastic on the front of the bezel.
Instantly I had concerns.
Once installed and the television was set up right you can see scratches through out the bezel. Along with the stretches were smudges that not the technician nor I could remove. The bezel cosmetically looks worse than the one replaced.
I emailed Cheryl at once, informed her of the situation and asked her to give me a call first thing Monday morning.
Surprise surprise, no call.
Instead I received a lovely email about her trying to get a hold of the gentleman in parts that's apparently on the road, and she informed me that she's going to contact Lakes Electronics and see what they say. (Apparently she needs to "verify" what I'm saying, instead of calling me in the morning as I requested)
Finally I receive an email roughly 6 pm stating that due to the fact that I didn't want to wait on Samsung and their no ETA, they ordered the part from a third party vendor, and the third party vendors website didn't state if the part was new, used, or refurbished. (So they assumed it was new)
Yet prior to ordering the part Cheryl and Nicole both informed me the part was NEW. Interesting.
Scam or incompetent?