Experiences with Mackcam warranties on canon bodies

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Archive 2009 · Experiences with Mackcam warranties on canon bodies

Helen Oster
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p.2 #1 · Experiences with Mackcam warranties on canon bodies

Davez0r wrote:
Hi Jeff,

Thanks for spelling that out, it is consistent with what they did for me - wouldn't pay for GST or shipping. I was willing to swallow those though if they were quicker to refund the money.

Dave

Dave

didn't you get my second PM?

Helen

Oct 30, 2009 at 12:47 PM

Davez0r
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p.2 #2 · Experiences with Mackcam warranties on canon bodies

Hi Helen,

I'm afraid I have not received the second PM. Could you please resend?

Thanks again,

Dave

Oct 30, 2009 at 01:18 PM

jasonlcraft
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p.2 #3 · Experiences with Mackcam warranties on canon bodies

I'm just curious how much the warranty originally cost? It seems to me that you are likely getting your moneys worth out of it, as one repair will usually cover the cost of those extended warranties... Obviously waiting months to get paid sucks, but I think that happens more often than not when you are dealing with any type of insurance company.

On another note, let's say the Australian dollar had gotten weaker in the last couple months, would you be upset if they emailed you saying the check was finally coming out, but they went ahead and took 50 bucks off of what was initially approved since it exchanges about the same as the initial approved amount?

Oct 30, 2009 at 02:46 PM

Jeff Challacom
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p.2 #4 · Experiences with Mackcam warranties on canon bodies

jasonlcraft,

I would just be happy for Mack pay what it cost me (in AUS dollars) to get the repairs done; no more, no less!!! Afterall, that is the reason I took out an extended warranty.

Jeff

Nov 01, 2009 at 07:59 AM

Helen Oster
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p.2 #5 · Experiences with Mackcam warranties on canon bodies

Jeff Challacom wrote:
G'day Dave,

I am also still waiting for reimbursement after a claim that was approved back on the 15th of September. They should pay in Aussie dollars not US dollars. I am wondering if they will even send the cheque in Aussie dollars because if it is in US dollars my bank is just as likely to hit us with a conversion fee which means I loose even more. I'm not real impressed with this side of things.

Jeff

Dear Jeff

If you are still having problems, contact me directly with a few more details and I'll see if I can help.

Helen Oster
Adorama Camera Customer Service Ambassador

helen.oster@adoramacamera.com
www.adorama.com

Nov 01, 2009 at 10:35 AM

Johnny Bravo
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p.2 #6 · Experiences with Mackcam warranties on canon bodies

Davez0r wrote:
Johnny Bravo wrote:

Extended warranties are generally waaaaay bad for the consumers. Profit margins on them are fantastic, and that's why they try to sell you one on just about everything you buy these days.

If you don't trust a product enough to rely on the mfg's warranty and the quality of the merchandise, don't buy the darned thing.

It has still made an 800 dollar repair only cost 150 dollars or so...so an extended warranty generally is well worth it overall.

Dave

No, your logic is flawed. Your anecdote only proves that it is anecdotally well worth it overall. Generally, it is a complete rip-off. If it wasn't, the profit margins on them wouldn't be 300-500%--and that's just the retailers profit margin. Add in the insurers profit margin of 100% before that, and it's quite obvious that you're paying a very high price to cover a very modest risk.

Extended warranties are very poor for the consumer. They're very good for the companies and retailers that sell them.

Nov 01, 2009 at 12:57 PM

Helen Oster
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p.2 #7 · Experiences with Mackcam warranties on canon bodies

Johnny Bravo wrote:
[

Extended warranties are very poor for the consumer. They're very good for the companies and retailers that sell them.

Actually, my personal view is that where extended warranties really come into their own, is for customers purchasing from a US company, from outside the US. Another scenario is if the purchaser resides in the US when he / she purchases a unit, but moves overseas. The potentially high shipping costs back to the US may not be covered by either the retailer or the manufacturer, and an International warranty can mitigate against these.
The official word is that Canon usually honors the one-year warranty in most First World countries... but no guarantees! Each country is different.

Nikon specifically says in the box 1 year worldwide and 4 years USA on most lenses.

Pentax and Olympus have a one-year International warranty.

So to be on the absolute safe side I'd always recommend an International Warranty for a customer outside (or planing to move outside) the US; besides which, the Mack (for example), gives 3, 5 or 7 years - much beyond the one-year manufacturer warranty.

You should also consider an International warranty if outside the US and purchasing either a direct import or refurbished unit. My experience is that the savings on the unit go a long way towards the cost of the unit, and you will be getting a much longer warranty overall.

Helen Oster
Adorama Camera Customer Service Ambassador

helen.oster@adoramacamera.com
www.adorama.com

Edited on Nov 02, 2009 at 11:27 AM · View previous versions

Nov 01, 2009 at 01:47 PM

Desiree
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p.2 #8 · Experiences with Mackcam warranties on canon bodies

Dear Dave,
I would like to apologize for any inconvenience we have caused thus far. The estimate approval has always been the guideline to the amount of what our customer's refund would be. Laura will print an additional check in the amount of $25.00 for the difference in the rate change. Mack does not pay duties or taxes. I will do everything in my power to make sure the check gets mailed to you as quickly as possible. Please contact me via email at helpdesk@mackcam.com should you require further assistance.
Sincerest apologies,
Desiree
Customer Relations Supervisor
Mack Camera and Video Inc.

Nov 02, 2009 at 01:59 AM

Desiree
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p.2 #9 · Experiences with Mackcam warranties on canon bodies

Drayken wrote:
My cousin had his 20D and 30D shutter replaced by them. Bioth times it cost him like $15 shipping. He said they sent them out to Canon to be replaced, then shipped them back to him. He has been very happy with them.

I have a question, I want to buy the 7D from bestbuy, but if I do, can I buy a Mack warranty from someone like Adorama, and apply it to the BB bought camera? Or do they both have to be purchased together, from the same place?

Dear Drayken,
My name is Desiree and I am the Customer Relation Supervisor for Mack Camera and Video. Thank you for your interest in our extended warranties. You may purchase a Mack extended warranty from any of our authorized dealers as long as you have ninety days left on your manufacturer's warranty.
Thank you,
Desiree

Nov 02, 2009 at 02:07 AM

Davez0r
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p.2 #10 · Experiences with Mackcam warranties on canon bodies

Desiree wrote:
Dear Dave,
I would like to apologize for any inconvenience we have caused thus far. The estimate approval has always been the guideline to the amount of what our customer's refund would be. Laura will print an additional check in the amount of $25.00 for the difference in the rate change. Mack does not pay duties or taxes. I will do everything in my power to make sure the check gets mailed to you as quickly as possible. Please contact me via email at helpdesk@mackcam.com should you require further assistance.
Sincerest apologies,
Desiree
Customer Relations Supervisor
Mack Camera and Video Inc.

Hi Desiree,

Thanks for getting back to me regarding the above. I am grateful that you are attempting to resolve the issue and am willing to accept the 25 dollar check, however have been confused how you came up with this number. Previously in this thread I showed the exchange rates and values and therefore the difference between then and now which equals approx $58 USD ($64.76 AUD).

Now I'm not arguing for you to pay this amount - I am simply interested to how you calcualted the $25 or is it just a nice round number that you chose as a gesture of good faith?

Anyway, most thanks should be directed to Helen from Adorama who offered kindly to contact mackcam on my behalf to mediate this matter. I would very much encourage people to shop at Adorama as the dedication to customer service exhibited by Helen and I am sure others in their employ is excellent.

Dave

Nov 02, 2009 at 02:58 AM

Jeff Challacom
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p.2 #11 · Experiences with Mackcam warranties on canon bodies

Thank you very much for your offer of help Helen; I will see what eventuates.

Jeff

Nov 03, 2009 at 10:25 AM

Davez0r
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p.2 #12 · Experiences with Mackcam warranties on canon bodies

Update time...

Well my cheque came yesterday, made out to $623.08 US.

I went and banked it today, the current exchange rate is .9459. So the amount deposited was AUD 648.71 (I was charged a AUD $10 conversion fee).

When Mackcam authorised my quote they agreed to pay me 744 AUD which was 623.08 USD at the time.

At the end of the day I only got reimbursed 658 AUD which is $86 less than Mackcam agreed to. To add insult to injury this process (and I don't mean the approval process, just the reimbursement) has taken well over two months and it will still take a couple of weeks for the cheque to clear.

As another Aussie FM member mentioned Mackcam do not pay for shipping or taxes when we get things repaired at Canon Australia - this also cost me an additional $84. This annoyed me less in isolation but now with the additional loss due to exchange rate varience (caused by Mackcams slow processing time and poor policy) is far less palatable.

So a repair that I was warranted for and didn't expect any financial penalty from has cost me a total of AUD $180.

Dave

Nov 18, 2009 at 04:12 AM

Davez0r
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p.2 #13 · Experiences with Mackcam warranties on canon bodies

Hi Jeff,

How did you go with your refund?

Dave

Nov 19, 2009 at 09:36 AM

Helen Oster
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p.2 #14 · Experiences with Mackcam warranties on canon bodies

Davez0r wrote:
Update time...

Well my cheque came yesterday, made out to $623.08 US.

I went and banked it today, the current exchange rate is .9459. So the amount deposited was AUD 648.71 (I was charged a AUD $10 conversion fee).

When Mackcam authorised my quote they agreed to pay me 744 AUD which was 623.08 USD at the time.

At the end of the day I only got reimbursed 658 AUD which is $86 less than Mackcam agreed to. To add insult to injury this process (and I don't mean the approval process, just the reimbursement) has taken well over two months and it will still take a couple of weeks for the cheque to clear.

As another Aussie FM member mentioned Mackcam do not pay for shipping or taxes when we get things repaired at Canon Australia - this also cost me an additional $84. This annoyed me less in isolation but now with the additional loss due to exchange rate varience (caused by Mackcams slow processing time and poor policy) is far less palatable.

So a repair that I was warranted for and didn't expect any financial penalty from has cost me a total of AUD $180.

Dave

Dave

I've advised Desiree from Mack.

Helen Oster
Adorama Camera Customer Service Ambassador

helen.oster@adoramacamera.com

Nov 19, 2009 at 10:36 AM

Jeff Challacom
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p.2 #15 · Experiences with Mackcam warranties on canon bodies

G'day Dave,

I received an email a couple days ago (just over two months after an email saying my claim was approved and passed onto the accounts department) saying my check had finally been mailed out. I guess it will be in US dollars also so I loose the conversion fee and the dollar value as you have. Mine was not an expensive repair like yours but still it annoys me.

Jeff

Nov 19, 2009 at 12:23 PM

Davez0r
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p.2 #16 · Experiences with Mackcam warranties on canon bodies

Hi Helen,

Thanks for following up. I've not heard from Mackcam since I got the generic email saying the $623 cheque had been sent.

According to their policy though this is just how they work so I think i've given up hearing from them with any other resolution.

Thanks for your time though, it is very much appreciated.

Dave

Nov 25, 2009 at 01:31 AM

Helen Oster
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p.2 #17 · Experiences with Mackcam warranties on canon bodies

I'm disappointed........if it were me, I think I'd be inclined to call Barry from Mack Camera and explain the problems I'd been having - 800-252-MACK.

Helen

Nov 25, 2009 at 06:49 AM

Desiree
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p.2 #18 · Experiences with Mackcam warranties on canon bodies

Dear Dave,
On behalf of Mack Camera, I would like to offer our deepest apologies for the delay in your reimbursement. We are in the process of changing our reimbursement schedule to provide a more pleasant experience for our international customers. I would also like to apologize for the additional financial burden placed upon you. Mack Camera will be mailing you an additional check for $90 US in order to provide proper resolution. Please email me offline at helpdesk@mackcam.com if you have additional questions or concerns.
Thank you,
Desiree

Nov 30, 2009 at 09:54 PM

Davez0r
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p.2 #19 · Experiences with Mackcam warranties on canon bodies

Hi Desiree,

This is fantastic news, and much appreciated - not only for myself but future international customers.

Please let me know if I could provide you with some constructive feedback or suggestions for process improvement.

I guess the option that stands out which was initially mentioned was for Mack to organise payment direct with the repairer at the time of the repair. If this is not possible however a more frequent schedule of check printing is a good compromise.

Thanks,

Dave W

Nov 30, 2009 at 10:23 PM

Desiree
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p.2 #20 · Experiences with Mackcam warranties on canon bodies

Dear Dave,
Thank you for your suggestions. I will pass them along to the appropriate parties. Have a wonderful holiday season.
Thank you,
Desiree

Dec 16, 2009 at 05:55 PM

Davez0r
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p.2 #21 · Experiences with Mackcam warranties on canon bodies

Desiree wrote:
Dear Dave,
On behalf of Mack Camera, I would like to offer our deepest apologies for the delay in your reimbursement. We are in the process of changing our reimbursement schedule to provide a more pleasant experience for our international customers. I would also like to apologize for the additional financial burden placed upon you. Mack Camera will be mailing you an additional check for $90 US in order to provide proper resolution. Please email me offline at helpdesk@mackcam.com if you have additional questions or concerns.
Thank you,
Desiree

Update: Four months on and this never happened. I've not heard anything from Mack/Desiree since the above post.

Dave

Mar 24, 2010 at 11:54 AM

Helen Oster
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p.2 #22 · Experiences with Mackcam warranties on canon bodies

Davez0r wrote:
Desiree wrote:
Dear Dave,
On behalf of Mack Camera, I would like to offer our deepest apologies for the delay in your reimbursement. We are in the process of changing our reimbursement schedule to provide a more pleasant experience for our international customers. I would also like to apologize for the additional financial burden placed upon you. Mack Camera will be mailing you an additional check for $90 US in order to provide proper resolution. Please email me offline at helpdesk@mackcam.com if you have additional questions or concerns.
Thank you,
Desiree

Update: Four months on and this never happened. I've not heard anything from Mack/Desiree since the above post.

Dave

I'll contact her right now.......

NB You can also call Barry from Mack Camera and explain what the problem is - 800-252-MACK

BTW The Adorama offices will be closed for Passover from March 28th thru April 6th.

Edited on Mar 24, 2010 at 07:38 PM · View previous versions

Mar 24, 2010 at 12:10 PM

jaclarkaus
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p.2 #23 · Experiences with Mackcam warranties on canon bodies

For what it's worth ... I'm following this as most of my gear has Mack insurance on it, and I just got my new 1DIV and was considering if it should be included.

Not much point if it's going to jerk me around ...

Mar 24, 2010 at 07:27 PM

PyroDenny
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p.2 #24 · Experiences with Mackcam warranties on canon bodies

Davez0r wrote:
Desiree wrote:
Dear Dave,
On behalf of Mack Camera, I would like to offer our deepest apologies for the delay in your reimbursement. We are in the process of changing our reimbursement schedule to provide a more pleasant experience for our international customers. I would also like to apologize for the additional financial burden placed upon you. Mack Camera will be mailing you an additional check for $90 US in order to provide proper resolution. Please email me offline at helpdesk@mackcam.com if you have additional questions or concerns.
Thank you,
Desiree

Update: Four months on and this never happened. I've not heard anything from Mack/Desiree since the above post.

Dave

Wow thats gotta be annoying as all get out ... was considering doing the "mack" thing as opposed to local insurance because doing it locally would cost about as much as my car's insurance does but i know all the girls in the office and i never get any grief when i have a claim... that alone may make the extra cost worth it

Mar 25, 2010 at 04:40 AM

Helen Oster
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p.2 #25 · Experiences with Mackcam warranties on canon bodies

oster wrote:

Update: Four months on and this never happened. I've not heard anything from Mack/Desiree since the above post.

Dave

Dave,

Still nothing from Mack?

Helen

Mar 25, 2010 at 11:55 AM


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