• Report: #277530

Complaint Review: Mack Camera

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  • Submitted: Sun, October 07, 2007
  • Updated: Fri, November 02, 2007

  • Reported By:Bellevue Washington
Mack Camera
Springfield, New Jersey U.S.A.

Mack Camera Breach Repeatedly Contractual Agreements ! Intentionally Misleading ! Extremely Rude ! Springfield New Jersey

*Author of original report: Response to the Rebuttal

*UPDATE Employee: Administrative Secretary

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I am pasting two complaints about this company I've also filed to BBB and New Jersy Consumer protection Agency:

Filed on 08/23/2007:

" Laura J. Bufis, Warranty Manager repeatedly denied me service for my laptop by claiming that is has only 90 days original manufacturer warranty and my 3 year extended warranty from Mack expired on 01/23/2007 rather than 10/23/2007. It's a verifiable fact that my laptop has 365 days original manufacturer warranty. To check this you have to:

(1) Go to (((redacted)))
(2) Click the "Limited Warranty Entitlement Lookup"
(3) Enter the part number and the serial number

Which is in this case:

Part number: PP350U-002YX4B
Serial number: 33139379P

Mrs. Bufis did that and she still remained unconvinced and told me she is going to contact Toshiba by phone. After several days and phone calls, she still refused to admit that the unit has 365 days original manufacturer warranty. Eventually she agreed to service my laptop one-time only as a "courtesy" and asked me to ship the laptop to Mack Service in New Jersy with me paying the shipping and enclosing $35 check to Mack Camera for return S&H.

Here's when the second issue has begun. When the laptop was purchased from Marine Park it came with a written statement from Barry Warner, National Sales Manager, stating that "in the event that warranted product does malfunction [...] a Call Tag will be issued to customer with free shipping both ways".

Laura J. Bufis, first denied the existence of any such agreement, but when I've emailed her the copy, she directed me to Barry Warner. Barry Warner admitted of signing such agreement but refused to honor it, saying that since Marine Park declared bankruptcy any promises made by Mack Camera to Marine Park customers are not going to be honored.

Furthermore, Barry Warner like Mrs. Bufis , insisted, despite provided evidence, that my laptop had only 90 days manufacturer warranty and that Mack Camera is not under obligation to service my laptop, but will do it as a "courtesy". He was extremely discourteous and unprofessional by hanging the phone one me and demand that I stop my email communication with him."

----------------------------

Filed on 10/06/2007

"Not long after I had to deal with Mack Camera on one ugly issue, I had to deal with them on another one.

I had a misfortune to warranty several of my electronic products with their "bait and switch" extended warranties, before I could understand who they really are, and now I suffer the consequence.

Basically according to the text of the warranty type 1023 #25133 is stated clearly that:

"In the even that this equipment requires any repairs or services you must visit www.mackcam.com and arrange for service to obtain a Repair Authorization Number. If you have any question please visit us at www.mackam.cam or call (973) 467-2291 or TOLL FREE 800-252-MACK (Outside N.J.) for a UPS Call Tag (sic!) to be issued or for a Mack authorized service center near you (at the discretion of Mack Camera)"

Now when I call and request for a UPS Call Tag I am told that mack no longer issues them, and that I have to ship at my own expense and include a $20 check. When I bring this contract to attention the customer rep agrees to forfeit $20 check if I ship to mack.

Of course shipping my equipment with UPS may cost more than $20 and nowhere the requirement to include a $20 check is mentioned."

Sergiu
Bellevue, Washington
U.S.A.

CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.

This report was posted on Ripoff Report on 10/07/2007 12:06 AM and is a permanent record located here: http://www.ripoffreport.com/r/Mack-Camera/Springfield-New-Jersey/Mack-Camera-Breach-Repeatedly-Contractual-Agreements-Intentionally-Misleading-Extremel-277530. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Response to the Rebuttal

AUTHOR: Sergiu - (U.S.A.)

The Toshiba warranty has been transferred on my name. Hence I've received a replacement battery unto my name and my address from Toshiba in the first year I had the laptop.

Mack follows the same technique of some of the nastier insurance companies: Delay, Deny and Deceive
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#2 UPDATE Employee

Administrative Secretary

AUTHOR: Mack Camera & Video Service, Inc. - (U.S.A.)

This letter is in response to the complaint from Sergiu Codreanu.

Mr. Codreanu's Toshiba laptop was purchased as a refurbished unit which holds specific terms and condition regarding warranty service from Toshiba. After speaking to a Toshiba representative, Mack Camera was informed that the Toshiba warranty is voided if the customer's sales receipt is in different name.
This is true in Mr. Codreanu's case since the sales receipt he submitted contains a name other than his own. The Toshiba warranty was never transferred to Sergiu Codreanu which also voids the warranty with Toshiba.

Due to the fact that Mr. Codreanu did not have a valid warranty with Toshiba, the Mack Camera Extended Service Contract would cover Mr. Codreanu's unit for three years starting from the date of purchase of the unit. The Mack Camera Extended Service Contract expired as of October 21, 2006 since the unit was purchased on October 21, 2003.
The first request for repair was sent to Mack Camera on December 18, 2006.
Due to the above policies Mack Camera & Video Service, Inc. is not responsible to provide service under the Mack Camera Extended Service Contract.

Mack Camera & Video Service, Inc.
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