Mack Service Contract
Frequently Asked Questions


 

What is a Worldwide Extended Service Contract?
The Mack Camera Worldwide Extended Service Contract is an extension of the Manufacturer's Warranty and provides additional coverage for future product failure resulting from manufacturer defects. The advantage of purchasing a Mack Camera Extended Service Contract is that parts and labor are covered for the life of the contract. Back to top.

What if I don't need Worldwide Coverage?
All of Mack Camera's Extended Service Contracts provide worldwide coverage at no additional cost to you. This worldwide coverage is a value-adding service for Mack Camera Clients who may be transferred overseas or will be on extended holiday. Back to top.

Can I get coverage if I purchase my product and contract from two different retailers?
Yes!! Mack Camera Worldwide Extended Service Contracts must be purchased within the first 30 days of the purchase of your equipment. If you should require service under your plan, you will be required to provide a dated proof of purchase for your equipment and the extended service contract plus your contract registration number. Please be sure to retain all copies for your records. Back to top.

How do I register my Mack Camera Extended Service Contract?
Website: Follow this link to our service contract registration page. Fill in the information and you will be automatically registered into our database.
By Mail: Send a copy of your Mack Camera Extended Service Contract and copy of your sales receipt to: Mack Camera & Video Service, Inc., 200 Morris Avenue, Springfield, NJ 07081.

When does the Extended coverage start?
Your Extended coverage begins the day after your manufacturer warranty ends, ensuring you seamless extended coverage. To have your equipment serviced under your Extended Service Contract, please be sure to include your contract number and copy of your dated bill of sale when you send in your equipment. Back to top.

Service Contracts that begin from Date of Purchase include:
·3 yr. Camera (35mm/APS)
·5 yr. Camera (35mm/APS)
·7 yr. Camera (35mm/APS)
·7 yr. Lens
·5 yr. Digital Still Back to top.
Click here to find your extended service contract
 

How to send your equipment in for service (Except Televisions & Archos) (USA ONLY):
1.Write a brief letter clearly explaining the trouble you are having with your unit. Be sure to include your Name, shipping address, telephone number and email.
2.Include a copy of your sales invoice and Mack Extended Service Contract.
3.DO NOT include any accessories– AC Adapters, Remote Controls, Media Cards, lens caps, straps, batteries, software, unexposed film, tapes, etc. Back to top.

Exception:
* Laptop computers: Please include the AC Adapter ONLY.
* Archos Jukebox recorders: Must be sent directly to Archos.
Please visit www.archos.com for assitance. Or click here for more information.
* PDA's: please send in your cradle/cable with the unit if you are having hot-sync or battery charging related problems.
*Televisions, please e-mail localservice@mackcam.com

4.Ship package to:
Mack Camera and Video Service
200 Morris Avenue
Springfield, NJ 07081

Before you send in your equipment, please write down your Model Number and Serial Number for future reference.
Mack Camera is not responsible for any impact/shipping damage that occurs during the shipping process, and we will not accept any packages that appear dented or destroyed as a result of shipping. Please be sure to pack your item as safely as possible:

  • Recommended Shipping Instructions
    Ship your product in a corrugated cardboard box.
  • Secure your equipment in at least 2-4 inches of thick bubble wrap. Please be sure the equipment cannot move freely in the box. Do not use newspaper to secure your equipment!!!
  • Mack Camera highly recommends that you have your package insured by your carrier/postal service when you ship it. This may already be included in your shipping charge; check with your carrier.
  • We also recommend you use a shipping carrier that provides package tracking such as UPS or FedEx. This will ensure that your package will arrive at its destination. Back to top.

How to have your equipment repaired (International).
International Service Center

worldIf you are outside the United States and need to have your equipment serviced under your Mack Camera Extended Service Contract, please follow these instructions for obtaining service.

Repairs must be completed at a manufacturer authorized service center in your area.

Send an email to: International Service Center Request – international@mackcam.com

  • Provide your MACK Camera Extended Service Contract number.
  • Briefly describe the problem you are experiencing with your equipment

Mack Camera will email a control number for the repair.

You will receive an estimate for the repair from the service center.

To avoid delay in having repairs approved, please forward the detailed estimate to our warranty department either by e-mail at international@mackcam.com or fax at (973) 467-0776.

The estimate should include a detailed description of what will be repaired, including part numbers and the reason for the repair. YOU MUST HAVE MACK CAMERA APPROVAL ON ESTIMATES PRIOR TO ANY WORK BEING DONE.

Once Mack approves the repair, advise the service centre to proceed with the repair. You will be required to pay for the repair. Forward the paid invoice to Mack for full reimbursement. Mack will issue you payment for the repair immediately. This process only applies to INTERNATIONAL service customers.
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What happens if the product cannot be repaired or the repair exceeds the unit's value?
If the unit can not be repaired by Mack Camera or the Manufacturer for manufacturer defects, or the cost to repair the units exceeds the units value; a replacement will be made with the same or an equivalent model based on its' current market value at our discretion. A settlement offer may also be made based on the unit's current market value at our discretion.

Please note, the Mack Camera Extended Service Contract is not an insurance policy and we are not responsible for replacing lost or stolen equipment. Back to top.

What is not covered under the Mack Camera Extended Service Contract?
The contract does not cover products which have been misused, tampered with, modified or damaged as a result of accident, liquid, grit, impact, lack of proper care as indicated in the manual of operation by the manufacturer. Accessories are not covered unless otherwise specified in the Mack Extended Service Contract. Accessories include, but are not limited to, external flashes, data backs (which are not built into the equipment), batteries, loss of film (or tapes), lens caps, rear caps, filters, ac adapters or other external cords, media, and software. Please refer to the individual contract you wish to purchase for complete list of coverage terms. Back to top.

Who performs the repair?
Our repair facility is factory authorized for manufacturer warranty repairs and our technicians are factory trained to repair your equipment to manufacturer specifications. By working with Mack Camera and Video Service you are investing in a customized repair and service program for your new equipment. Back to top.

Is the Extended Service Contract transferable?
Yes!!! The best way to add value to any piece of equipment is to be able to offer the new owner extended coverage. Mack Camera Extended Service Contracts may be transferred to a new owner for $20.00 transfer fee.

How to Transfer Your Contract to a New Owner
1. Send a letter to Mack Camera with the name, address, and phone number of the new owner, the make and model of the equipment with the serial number, and the service contract number.
2. Include a copy of the bill of sale and a check for the $ 20.00 transfer fee.
3. Mail all of the above to the Mack Camera & Video Service, Inc., 200 Morris Avenue, Springfield, NJ 07081.
TRANSFERS DO NOT APPLY TO TELEVISION SETS

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I am having trouble registering my contract!!!
When you purchase an extended service contract from one of our authorized dealers, you will receive a two-part contract card. Please refer to the contract type and contract number that is listed on your card when registering. If you did not receive a card from your vendor, please contact them immediately. Each card has a unique number that is registered for the serial number on your unit.

If you have a card and still cannot register your extended service contract, please contact us with your complete registration information so we can assist you. Back to top.

Are used TVs or demo products covered?
The Mack Camera Extended Service Contract does not cover used, demo, or open box equipment which includes but is not limited to audio equipment, televisions, or computers. Mack Camera only will cover digital cameras and lenses under our used service contracts which must be purchased from our authorized dealers. Back to top.