Reading mode: Light Dark

Mack warranty-repair time?

Go to last post
P

PSGBlues

Leading Member
Messages
995
Reaction score
0
Location
Somewhere, US
I have had a 70-200 f4 non-IS in repair with Mack camera for almost a month. I brought it myself to their store in Springfield, NJ. I haven't heard from them since the end of january. That is starting to be a bit too long.

Has anyone had some experience with them? In this case the full time focusing was messed up (it was skipping).

--
Matt
 
My experience with them was not positive. Sent in my Bigma which I bought used with a Mack warranty. It was very soft, so I thought a simple adjustment would be all that was needed. They had it about 3 weeks before they contacted me - they said they were passing it on to Sigma because there was a warranty still active with them - even though Sigma warranties are non-transferable - about three weeks later they notified me that Sigma determined that it was not a manufacturer defect - time to cough up $350 to have it repaired or they would ship it back - uninsured no less. Another two weeks and to my surprise a new Bigma arrives in the mail.

Was it really not a manufacuter defect? I have no way of knowing. They make a big thing about being able to fix lens themselves, no evidence of this. Even if this deal was straight up - their customer service was terrible and it took forever. Bottomline, I probably would have done as well working with Sigma directly.

I'm sure that they have honored some warranties but I have never heard of any cases.

You might say what's the beef - you got a brand spanking new Bigma. I would say where's the beef - as far as I can tell Mack has never done anything for me. Until I hear that dozens of individuals have had a trouble-free experiece where Mack actually stood behind their warranty and delivered upon their promise - I would say save your money.

Regards,

Wappo
--
Make art!



Gallery

http://www.powderhorn.us/phgallery

Canon EOS 30D
Canon EF 17-40mm f/4 L USM
Canon FD 50mm f/1.8
Canon EF 70-200 f/2.8 L USM IS
Canon EF 100-400 L USM IS
Sigma 50-500 mm f/4-6.3 APO EX HSM
Sigma 1.4X APO Tele Converter EX DG
Sigma EF-500 DG SUPER Flash
Slik Pro 700DX AMT Tripod
Manfrotto 681B Monopod/3025 Head
Lowepro Mini Trekker Classic Camera Backpack
Lowepro TLZ 2
 
MATT:

I'M SORRY YOU FEEL THAT YOU ARE NOT BEING TAKEN CARE OF. YOU LENS WAS BROUGHT INTO MACK CAMERA ON SATURDAY JAN 27TH. EMAILS ARE SENT OUT TO CUSTOMERS AS THE UNIT IS MOVED IN THE SHOP.

ALSO YOU CAN ALWAYS GO ON OUR WEB SITE WWWMACCKCAM.COM GO TO CUSTOMER SERVICE AND LOOK UP INFORMATION ON THE REPAIR.
YOUR LENS IS ON THE TECHS BENCH AND HE IS WORKING ON IT.

SORRY FOR THE DELAY
BARRY
 
sent in a 10d with a bad shutter. I don't remember exactly how long it took but it was reasonable and the camera came back working just fine. Cindy

--
******************************************
http://www.pbase.com/cindyd
 
I have my Canon 20D there at this time.

When I filled my request they had told me in advance that they were very busy and I will take up to 19 businness days.

I am still checking on their website and still says in tech line.

The person who took my order in person was very friendly and professional.

So I am just honoring their request of waiting the time they said before calling. I want them to do a good job, instead of rushing it. In the mid-time I am just checking their website for any updates.

--
Eddie

http://www.ESPhotoStudio.Com

http://www.PuertoRicans.Com

 
I have had no need of any repairs, but I have had several interactions for warranty transfers and the like. I find the Mack staff to be attentive, pleasant and competent. In two situations they went above the expected to save me future problems.

I will not own a dslr camera body or an IS lens without a Mack warranty.
--
Best regards,
Jim

Gallery at:
http://www.pbase.com/borderrose/viewgallery
 
The zoom lock on my 70-300 IS DO stuck, and I sent it to Mack under an extended warranty. Their web site tells me it arrived "in line" waiting for a technician on Jan 26, and as of today it's still in limbo.

I called a couple of weeks ago and it wasn't easy to get a live person. She was friendly, I guess, but not helpful at estimating when I'd get my lens back--she said ten to twenty working days. So I don't know what to expect about quality of repair, but so far it seems to me that a month waiting (not counting shipping time) is too long.
--
Bob Kane
 
WHO ARE YOU BARRY? YOU SEEM TO TALK FOR MACK (?).

IT HAS NOW BEEN MORE THAN A MONTH, I WOULD LIKE TO KNOW WHAT IS GOING ON WITH MY LENS. I HAVE NOT HEARD ANYTHING.

--
Matt
 
I read an article in Consumers Report that mentioned that Mack was about the best in the warranty business. I have Mack warranties on my cameras, but so far have not needed their service.
 
Have you checked their website. Any changes? Maybe they are swamped with people getting ready for warmer temperature and using winter to repair their gear...
--
Matt
 
I'd be a lot more tempted to purchse an extended warranty if was sold by Canon, issued by Canon, honored by Canon, and had the work done only by Canon engineers.

--
When I ask which Canon lenses are best,
people tell me to 'go to L.'
 
Checked yesterday: it's in "Shipping". Maybe I'll get it next week since it only has to travel 30 miles.
--
Bob Kane
 
As Mack said, my 20d was fixed withing the 19 business day the told me.

I picked it up on Friday at their location since I live in NJ 30 mins away from them.

As per this forum I asked for Barry, who is actually a manager there at Mack Store. I told him about this forum and that I had also seen his message here.

He showed me the back of the store, where more than 10 people are working on the phone and repairs.

This is not a small operation. He also showed and proved me that there area near 200 orders in and out per day.

Also they where nice and pleasant to work with.

My recomendations.

1- If they say 2-3 weeks for repair, you have to add to it what ever time it takes for shipping, so that will be another 1-2 weeks .

2- Also make sure you insure and packed well your equipment when shipping it.

I tested my camera over the weekend and it was as new plus nice and cleaned.

Thanks to Barry and Mack Store for their great work.

--
Eddie

http://www.ESPhotoStudio.Com

http://www.PuertoRicans.Com

 
I finally picked up my lens this morning. 30 days in the shop but the manual focusing problem resolved. I had to call because it had been showing as "quality control" at the counter and not logged out.

Beside that, Barry's message in capital letters, and the 30 day wait, I am pleased with the results.

So it comes down to paying ~$40 and wait a month with a Mack warranty or $180 minimum and half the wait with Canon. I'd still go with Mack no doubt.
--
Matt
 
Here's what you should have done . . . send the lens to Canon and have Canon call Mack. They did that for me. BUT at the time something was holding up the approval (possibly them not paying their bills to Canon). It took 3 weeks to get my lens repaired.

I no longer buy extended warranties. I just charge it to my Gold Mastercard and it doubles the warranty.
 
Final tally for my 70-300 IS DO: shipped to Mack on Jan 21; website notes it "in line" on Jan 26; repair finished March 1; shipped March 4; received March 5.

Mack shipped the $1.1k lens back uninsured and the UPS bozo left it on the front steps without even ringing the bell. At least it wasn't snowing like when he left the 20D there a couple of winters ago.

But the lens is here and repaired correctly. Just a long time to be without the glass I use most.
--
Bob Kane
 
I followed the instructions on the warranty card when sending in my EF 24-85mm lens. UPS tracking info shows they received it the 22nd but I can't track it online because doing so requires an RA number which I did not get (instructions didn't mention it).

Haven't heard anything from them and there's no e-mail address to send a query.

Wayne

--
[Insert incredibly profound statement here.]

http://www.wsolumphoto.com
 
You must log in or register to reply here.

Keyboard shortcuts

f
Forum
m
My threads
Mobile site
About
Editorial content
Cameras & Lenses
Community
All content, design, and layout are Copyright © 1998–2025 Digital Photography Review All Rights Reserved.
Reproduction in whole or part in any form or medium without specific written permission is prohibited.
When you use DPReview links to buy products, the site may earn a commission.
©GPS Media - Guides, Products, Services.
Back
Top