Frequently Asked Questions

If you have a problem or question not answered on this page, please contact us.

What is a Worldwide Warranty?

The Mack Worldwide Extended Warranty 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 Worldwide Extended Warranty is that parts and labor are covered for the life of the contract.

What if I don’t need Worldwide Coverage?

All of Mack Worldwide Extended Warranty provide worldwide coverage at no additional cost to you. This worldwide coverage is a value-adding service for Mack Clients who may be transferred overseas or will be on extended holiday.

Where do I buy a Mack Camera Worldwide Extended Service Contract?

Mack offers the Warranties through our Authorized Dealers. Please refer to our list of Authorized Dealers for information on pricing and availability.

Can I get coverage if I purchase my product and contract from two different retailers?

Yes!! Mack Worldwide Extended Warranty may be purchased as long as 90 days remains on your manufacturer’s warranty for your new 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.

How do I register my Mack Worldwide Extended Warranty?

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 Worldwide Extended Warranty 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 Warranty, please be sure to include your contract number and copy of your dated bill of sale when you send in your equipment.

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

Click here to find your warranty

How to send your equipment in for service (Except Televisions & Archos):

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 Worldwide Extended Warranty

3.DO NOT include any accessories– AC Adapters, Remote Controls, Media Cards, lens caps, straps, batteries, software, unexposed film, tapes, etc.

Exception:

* Laptop computers: Please include the AC Adapter ONLY.

* Archos Jukebox recorders: Must be sent directly to Archos.

Please visit www.archos.com for assistance. 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 [email protected]

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  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 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.

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 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.

If a replacement or refund is made there will no longer be coverage under the contract and all obligations are satisfied.

Please note, the Mack Worldwide Extended Warranty is not an insurance policy and we are not responsible for replacing lost or stolen equipment.

What is not covered under the Mack Worldwide Extended Warranty?

The warranty 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 Worldwide Extended Warranty. 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.

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 Worldwide Extended Warranty  you are investing in a customized repair and service program for your new equipment.

Is the Warranty 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 Worldwide Extended Warranty 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 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

I am having trouble registering my contract!!!

When you purchase an extended warranty 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.

Are used TVs or demo products covered?

The Mack Worldwide Extended Warranty does not cover used, demo, or open box equipment which includes but is not limited to audio equipment, televisions, or computers. Mack only will cover digital cameras and lenses under our used service contracts which must be purchased from our authorized dealers.