FAQ's

Registration
Repairs

How do I register my equipment?

To register your Mack Warranty, please have your equipment, Sales invoice, and Warranty information ready and log on to our website: WWW.MackCam.Com From the homepage you will be able to register your service contract. Please be sure that when you are asked to include your equipment serial number that you take this information directly off of your equipment and not from the box or the sales receipt. You may also call customer service at 1-800-252-6225

My equipment was a gift. Whose name and information should I register?

Please enter the information of the recipient of the gift (the end user) and their contact information, as they will be the owners of the equipment. It is ok is the name and address registered do not match the original sales invoice. Also when giving a unit as a gift, we will still require a sales invoice if service is ever needed.

How many items are covered under a Mack Warranty?

The Mack service contract covers either 1 or 2 pieces of equipment, depending on which contract you purchase and the total value of the units purchased. If the contract does cover 2 pieces (Camera and 1 Kit lens for example) the units would have to be purchased on the same invoice for under the amount specified on the Warranty purchased this is the cost before tax.

Where do I enter the information for my camera body and lens kit?

If you have purchased a camera body and lens kit, you will be asked to enter both pieces of equipment on steps three and four. Step 3 will require your camera body’s make, model, and serial number, and it will also ask you to provide the total cost of the kit. Step four will ask you to enter your lens make, model, and serial number.

Does a lens kit have a separate serial number from the camera body?

Yes. Every piece of equipment has a unique serial number. Sometimes the manufacturer makes it difficult to see by either engraving it or putting it on the part that faces the unit, so that you must remove your interchangeable lens from the camera to see the serial number.

What if my kit came with a camera body and two lenses?

The Mack Warranty will only cover 1 or 2 pieces or equipment, depending on which contract is purchased. This means that the contract covers the Camera Body and only ONE kit lens. A separate contract would have to be purchased to cover the second lens.

Is my registered Mack Warranty transferable if I sell my equipment?

Yes, absolutely! A major selling point when selling your used equipment is that the remainder of your extended warranty can be transferred over to the new user for a fee of $20. The original sales invoice will still be required for service, even if the original name and address have been “whited out” or otherwise erased.

How long do typical repairs take?

Repairs are currently taking approximately 10-20 business days from the time the unit gets entered into our system depending on parts availability and other variables.

Do I have to register before arranging for service?

Yes. In order to arrange for service you must first register your Mack Warranty on our website. Please be sure to include your make, model and serial number as it appears on the unit itself.

Can I have my camera serviced locally?

All repairs must be sent to our location in Springfield, NJ facility. For international inquiries, please contact our repair department at international@mackworldwidewarranty.com

Do you have any other facilities located in the US?

Our only facility is currently in Springfield, New Jersey.

Mailing Address

What do I do if my equipment needs service while traveling in the US?

If traveling in the US, and you need service on your unit that is covered by a Mack Worldwide Warranty, you can either arrange for service on our website (www.mackcam.com) or contact a Customer Service Specialist here at Mack Warranty to instruct you on returning your unit to our facility in New Jersey. If your billing address will be different then your shipping address, you will need to notify us of this change so that we can ensure your unit is returned to the proper location.

What do I do if my equipment needs warranty service while traveling abroad?

If you are traveling abroad and need service and have an International Mack Warranty you may obtain service internationally. Please contact the manufacturer of the unit to see if there is a service center in the area. If there is please email international@mackworldwidewarranty.com for service. If there is no service center, you may be required to send your equipment directly to our facility in Springfield, NJ.

Is there a co-pay or other charge for a warranty repair?

Provided the repair is covered under warranty, there will be no charge to the customer regarding the repairs. The customer is only responsible for sending the unit to our facility.

How long does it take the manufacturer to complete a repair?

Though manufacturer times vary, estimated repair times at the manufacturer are approximately 10-15 business days from the date that they receive the unit. Once the unit has been repaired, it is shipped back to our facility so that we can verify the repair and return the unit back to the customer.

How do I approve or refuse an estimate given by Mack Warranty?

If you would like to approve or refuse the estimate, please check the appropriate box on the estimate provided to you by Mack Warranty and provide a form of payment if applicable. You may return the estimate by mail, fax, or email as the response must be in writing in order for it to be valid. If an estimate is approved it will be repaired according to the repair time list. If you refuse the estimate we will return your unit in a timely fashion with no repairs made.

What is accidental damage/unintentional abuse? And is it covered?

Mack Diamond Warranties will cover your unit from date of purchase against any accidental damage that may occur to your unit. This includes: impact, liquid, sand/grit, manufacturers defects. This warranty does NOT cover damage caused by fire, or if the unit is loss or stolen.

Can I have the equipment shipped back to a different address?

Please contact a Customer Service Specialist here at Mack Camera about shipping the unit to a different location. A written request is required, which can be sent in by email, fax or postal. Please inquire what information to include when submitting a request.

How long does it take for the unit to ship once the repair/cleaning has been completed?

Units are normally shipped within 2 business days of being scanned as “shipping ready” in our system.

What is the guarantee on completed repairs?

Repairs performed on most units are guaranteed to operate correctly for 3 months, or 90 days, from the date of completion. Film cameras and all lenses are guaranteed for 6 months after the repair.

Is it possible to have my repair completed before a specific date?

Though Mack Warranty cannot guarantee a repair will be completed before a certain date, we will make every effort to expedite the processes if possible.

Can I ship my equipment directly to the manufacturer myself?

All repairs must come through our Mack Camera facility so that we can assure your unit is repaired properly using quality parts. If necessary, Mack Camera will forward your unit to the Manufacturer.

Why did I receive RA # but not an email confirmation?

If you have a RA # but did not receive the email confirmation, you may be having a problem receiving the email from Mack Camera. This may be due to spam blockers, email filters, or the e-mail may have accidentally deleted the e-mail. If this happens, please contact our customer service department so that we can attempt to re-send your email confirmation, or you can send your equipment in with a copy of your warranty card, a copy of your sales receipt, and a letter stating the problem that you are having. You will also need to reference your return shipping address and contact information.

What do I do if I receive the error message “invalid serial number” when arranging for service?

At times, customers may have input a different serial number than what is actually listed on the equipment during the time of registration. You will need to contact our customer service department so that we can correct this error internally. Once it has been corrected, you may proceed with the arrange for service process.

What paperwork do I need to include with the repair?

You must include a copy of the warranty card, a copy of your sales receipt, and a letter describing the problem with a physical shipping address listed.

If the equipment was a gift, do I still need a sales receipt?

A sales receipt or gift receipt is required within the first year of owning the unit. It must show the type of equipment, date of purchase, and place of purchase. Please contact our customer service department if you have exceeded one year of ownership.

What shipping method does Mack Warranty use to return my repaired item?

All packages will be shipped UPS ground, and a signature will only be required for units that exceed a value of $1500, or at the customer’s request. Any additional requirements or requests such as next day delivery may be applied for an extra cost to the customer.

Why was the unit sent to the manufacturer after being at the Mack facility?

In some cases, units are sent to the manufacturer because parts are not available to us in an efficient time frame, or additional software that is only available at the service center is needed to complete the repair.

Why is there an estimate if I have a warranty on my equipment?

Provided the customer did not purchase a Diamond Warranty, the Mack Camera Standard/Extended warranty covers malfunctions due to manufacturer’s defects only. Any malfunction that is not considered a manufacturer’s defect such as impact damage, liquid damage, or accidental damage is not covered under the terms of a standard warranty agreement.

How many times will a unit be repaired before it is replaced?

Each repair is considered on an individual basis by management if it has exceeded three consecutive repairs for the same issue. If a replacement or reimbursement is decided, you will receive notification from management.

Mack Arrange For Service - Step 1 of 7

Mack Worldwide Warranty - Arrange For Service

To initiate a claim for equipment repair, please provide the following information. Once completed and verified, you will receive an R.A. (Return Authorization) along with instructions on shipping the item in for repair.

Service Contract #

Repair Required

Click this checkbox to include the piece of equipment in the repair request

Equipment Serial #

Repair Required

Click this checkbox to include the piece of equipment in the repair request

Equipment Type

Equipment Brand

Equipment Model

Equipment Serial2

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Mack Arrange For Service - Step 2 of 7

Problem Description

Please provide your current billing address.

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Mack Arrange For Service - Step 3 of 7

Billing Address

First Name

Last Name

Address

Apt./Suite#

City

Zip

Phone

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Mack Arrange For Service - Step 4 of 7

Enter A Return Shipping Address

First Name

Last Name

Address

Apt./Suite#

Country

City

Zip

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Mack Arrange For Service - Step 5 of 7

Payment

Shipping Method

Shipping Amount

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Mack Arrange For Service - Step 6 of 7

Review

Please verify the following information and confirm to receive your Return Authorization #.

Warranty Number

Warranty Type

Customer Information

Billing Address

First Name

Last Name

Address

Apt./Suite#

City

State/Prov.

Zip/Postal

Country

Phone

Shipping Address

First Name

Last Name

Address

Apt./Suite#

City

State/Prov.

Zip/Postal

Country

Equipment Details

Equipment Type

Equipment Make

Equipment Model

Equipment Serial

Arrange For Service Details

Equipment Issue

Return Shipping

Shipping Amount

Payment Method

RA #

Previous Cancel Confirm and Proceed

Mack Arrange For Service - Step 7 of 7

Your Mack Warranty Repair Authorization Is Confirmed.

Your repair authorization number is
Your total cost for return shipping is
You have provided an authorized credit card charge for this transaction which will be charged when the item is returned.
Please be sure to enclose a check or money order in the amount indicated, payable to Mack Camera with your return.
Please be sure to print and fill out completely any additional required forms and include them with your return.

You will receive an email confirming this transaction for initiating equipment service.
You will be contacted by a Mack service representative within 24 hours with further instructions on getting your item repaired.

Please Note: You Do Not Need To Send Your Equipment To A Mack Warranty Repair Facility. You Will Be Contacted By A Mack Warranty Representative Within 24 Hours With Further Instructions.

3 Easy steps to ship your equipment:

1. INCLUDE PAPERWORK

Please include copies of the following documentation:

Return Authorization Form
Warranty Card
Bill of Sale

2. SECURE YOUR PACKAGE

Use 2-3 inches of thick bubble wrap on all sides of the item & place in a corrugated box
IMPORTANT: Make sure your equipment cannot move freely in the box. DO NOT USE: NEWSPAPER, FOOD PRODUCTS, OR STYROFOAM 'PEANUTS' AS PACKING MATERIAL

3. SEND PACKAGE

Send your package via insured carrier to:

Mack Worldwide Warranty
200 Morris Avenue
Springfield, NJ 07081

Once we receive your package:

Notification Email

You will receive a notification email that your package has been checked into our system.
(Please allow up to 3 business days)

SPAM

To avoid having this notification email blocked by your spam filter, please add listserv@mackworldwidewarranty.com to your address book or any anti-spam white lists.
(Note: this is a no-reply email address, only used to send status reports).

CHECK YOUR STATUS

After receiving email notification, you can then check the progress of your repair by logging in and clicking on 'Service Requests'.
Enter your RA# (return authorization number) & billing zip/postal code.

Thank You for choosing Mack Worldwide Warranty!

Shipping Check-Off List

Include a copy of this email.
Please include a copy of your service contract or warranty card.
Please include a copy of your bill of sale (sales receipt).
Write your Repair Authorization Number on the outside of the box.
Include payment for shipping and handling unless you have provided your credit card information.
Secure your item in 2-3 inches of thick bubble wrap on all sides and place in a corrugated box.
Send package via insured carrier to:

Mack Worldwide Warranty
200 Morris Ave
Springfield, NJ 07081

PLEASE, DO NOT SEND ANY ACCESSORIES, UNLESS OTHERWISE STATED ON OUR WEBSITE!
EXAMPLE : STRAPS, BATTERIES, AC ADAPTERS, CORDS, CASES AND TAPES.

For questions or additional contact options, please visit mackworldwidewarranty.com.

Thank you for submitting an online Arrange For Service request with Mack Worldwide Warranty!

Complete Print

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Mack Worldwide Warranty Service Status - Step 1 of 2

Thank You for Trusting Your Equipment Repair with Mack Worldwide.

As a preferred Mack Worldwide Warranty customer you will have service contract coverage on parts and labor for manufacturers defects for the life of your service contract.

Please provide the RFS number received when service was initiated OR Warranty Type , Warranty Contract Number and Equipment Serial number

RFS #

Serial #

[OR]

Number

Serial #

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Mack Worldwide Warranty Service Status - Step 2 of 2

Make Model Serial

Repair Status

Entry Date	Entry Time	Location	Action

Repair Issue

Done